Day One Call Center Hotline and Network Specialist

At Cornerstone, we value a rich and diverse employee and volunteer base and are committed to recruiting and retaining individuals of underrepresented backgrounds. We are also committed to creating an inclusive environment and a sense of belonging. We are an equal opportunity employer and an affirmative action employer. We do not discriminate based upon of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements and the work that we do at Cornerstone. If you have a disability or special need that requires accommodation, please let us know.

ORGANIZATION SUMMARY

Cornerstone is a $5.4 M agency with approximately 100 employees.  Our organization serves individuals impacted by domestic violence, sexual violence, human trafficking, and general crime. We have office locations in Bloomington, Minneapolis, and Brooklyn Center.

Cornerstone has developed one of the most comprehensive service continuums for victims of violence in Minnesota. Our services are designed to move individuals and families from crisis to safety, stabilization and security. Last year approximately 4,000 individuals accessed Cornerstone programming. In addition, through Cornerstone’s statewide Day One Crisis and Crime Victim Support lines, we provided services to over 20,000 persons via phone, text and chat. We are committed to providing opportunities for others to partner with us in this work and to convey, as a community, zero-tolerance for violence. (www.cornerstonemn.org)

POSITION DESCRIPTION: The Day One Call Center and Network Specialist (DO Specialist), is a dual position supporting the services of the Day One Program. As a statewide program of Cornerstone (CAS), Day One exists to create low-barrier access for victims/survivors (v/s) of domestic and sexual violence, human trafficking/sexual exploitation, and general crime seeking safety and services. The Call Center team provides contacts via hotline phones, text, chat, email and in-person services, with referrals, information, support, advocacy, and safety planning. Day One also works with over 95 statewide, and Fargo North Dakota, Network Partners in a streamlined, collaborative and coordinated effort creating immediate access to safety and services for victims/survivors.

The Specialist is primarily responsible for providing:

1) Mentoring, training, and scheduling of Call Center Hotline Advocates

2) Coordination and training of Day One Network Partners: including the providers on-line portal, regular communications, trainings, meetings/events planning, and related services.

3) Providing some Call Center shift coverage and other duties assigned

This position requires the ability to work flexible hours, participate in Call Center on-call rotation, and some limited travel throughout Minnesota and Fargo, ND. The Specialist position entails a moderate level of team and independent decision-making, resourcefulness, and discretion.Education and/or Experience:

Minimum of bachelor’s degree in psychology, social work, or human service-related field and 2-3 years of experience providing direct crisis response services to those who have experienced trauma. Minimum of 1 year experience preferred in leading team/collaboration projects, training, and/or mentoring other advocates. Length of experience in a social service field may be considered in lieu of educational requirements.

Hours/Schedule: This is a full-time exempt position works a variation schedule based on responsibilities, staffing, and program needs inclusive of evenings and weekends. This position includes a limited on-call rotating schedule to assist with after-hours staff support, coaching, and direct service coverage. Additional coverage may be required during a local disaster or major public awareness events.

Location: Minneapolis, Minnesota

Salary: $39,347 – $45,250 Per Year

Position Type: Full Time

Required Experience: 2 – 3 years

Required Education: Bachelor’s Degree

Date Posted: September 2, 2021

Qualifications and Key Skillsets:

· Experience providing mentoring, training, and supporting employees, interns, or volunteers engaged in direct services to individuals or families impacted by trauma and violence.

· Knowledge of the impact of interpersonal violence on a micro, mezzo, and macro level as it relates to addressing gaps in service and low barrier access to safety. Skills in providing trauma-informed, survivor-centered, and culturally responsive advocacy practices.

· Understanding of the human services, homeless, medical, and criminal justice systems that interact with victim/services.

· Knowledge and experience in working with diverse, marginalized, and underrepresented communities, and anti-oppression work.

· Good organizational and time management skills. Knowledge and aptitude with Microsoft Office, client databases, and other related forms of technology. Ability to navigate various modes of on-line platforms and phone technology simultaneously.

· Advanced interpersonal and written communication skills with enthusiasm for learning and mentoring others.

· Experience in facilitation and training skills in group and individual settings with the ability to navigate cultural differences, philosophies, and practices as they arise.

· Preferred 40-hour sexual assault certification or the ability to complete training within 6 months.

· Must live within reasonable distance from the Cornerstone Minneapolis and Bloomington sites.

· Multilingual candidates preferred.

· Valid driver’s license, automobile insurance and reliable vehicle (Valid Driver’s License and auto insurance must be on file with HR.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Essential responsibilities include but are not limited to the following:

Day One Call Center Hotline Responsibilities (55%)

· Provides role-modeling, training, and mentoring of Call Center/Hotline advocates with particular emphasis on maintaining professional, survivor-centered trauma-informed, and culturally responsive services for contacts/participants accessing the hotlines, on-line groups, or walk-in services. Additional in-person advocacy as trained and assigned.

· Maintains a professional and confidential survivor-centered support, advocacy, information, and safety planning for victims/survivors through phone, chat, text, and safety email.

· Assesses with contacts/participants what they are currently seeking for services and provides referrals through the Day One system, 211, community and system agencies, and/or CAS’ continuum of services when appropriate. Responds to victims/survivors who utilize the Cornerstone’s’ “Info” email system in collaboration with the Emergency Service Advocates.

· Assists walk-in participates with support, information, and referral as the need arises.

· Provides back-up assistance for Emergency Services when cross-trained and assigned.

· Maintains ongoing collaboration, communication, and team building across CAS programs with an emphasis on cross referrals and assistance with Emergency Services (24/7 services), General Crime Victim Services and Criminal and Civil Justice Intervention (48 HR Mpls Hotline).

· Works with program team to maintain a welcoming, clean, and safe environment.

· Remains well informed of employee handbook changes, policies, and practices. Stays apprised of organizational activities, process changes and updates, and general information by reviewing regularly CC updates, Day One newsletters, and CAS Connect/TEAMS staff pages.

· Collaborates closely with Supervisors to ensure well-established working relationships with Day One Network Partner agencies following victim/survivor (v/s) and communication informative practices, collaboration protocols, and transportation/interpreter procedures.

· Maintains a high-level working relationship with referral partners inclusive of the Day One Network agencies, law enforcement, medical personnel, and others.

· Assists in maintaining resource, referral, and training materials to keep Call Center/Hotline Advocates current with all information needed to perform their jobs effectively.

· Meets with supervisor on a bi-weekly basis and as needed to apprise them of accomplishments, concerns, critical staffing/performance, and services updates.

· Provides on-site call center coverage and on-call rotation as assigned.

· Other duties as assigned by supervisor.

Day One Network Responsibilities (35%)

· Provides technical assistance and training to network partners regarding DO technology, processes, informative practices, and additional services as assigned.

· Maintains daily security, data, and compliance in updating bed space and program information in the DO on-line service providers’ portal. Updates technical assistance training materials including Power Points, written procedures, and forms.

· Assists in organizing and hosting network meetings, trainings, and events.

· Monitors and assists with contracted services, e.g., client transportation and telephonic interpreter accounts.

· Maintains on-going communications with Network Partners through individual in-person, email or virtual meetings and quarterly newsletter.

· Works with all Cornerstone program leaders to ensure the organization models DO processes, updating of information and informative practices.

· Works closely with supervisor in monitoring services and addressing concerns with Day One Network Programs as they relate to process, updating, and informative practices.

· Other duties as assigned by supervisor.

Administrative Responsibilities (10%)

· Assures data entry is completed accurately in Apricot database and other tracking methods corresponding to DO activities- transportation and interpreting. Maintains statistical reports and narratives as assigned.

· Assists Call Center Hotline Supervisor in creating and monitoring monthly advocate and on-call schedules ensuring 24/7 coverage.

· Maintains DO Network transportation out of state and technical assistance logs, email listservs, and Call Center on-call logs.

· Properly documents all critical incidents: child protection reports, emergency response calls, and participant injury/cons.

· Complete other documentation as assigned by supervisor.

ORGANIZATIONAL EXPECTATIONS

· Promote Cornerstone Advocacy Service’s (CAS) mission & philosophy.

· Display high ethical and professional standards.

· Commitment to diversity, equity, and inclusion through learning, training, and dialog.

· Attend supervision, staff meetings, and trainings as required.

· Participate in internal CAS committees and represents CAS on external committees based on interest/assignment and approval by supervisor.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities and those who may be Deaf/Hard of Hearing, to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to use manual dexterity for use of objects, tools, or controls as well as visual acuity. The employee is required to stand; walk; sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must lift and/or move up to 30 pounds. The employee should always request assistance if any object needs to be lifted and the employee feels that their capabilities are such that the specific item to be lifted is beyond the employee’s abilities. No employee should attempt to lift more than what is comfortable for them. If such a situation should arise the employee should notify their supervisor to find help with lifting any item regardless of weight if the object to be lifted is awkward or difficult to lift in any way.

Cornerstone offers a generous salary and benefits package.

COVID-19 Precautions: To protect employees and participants, Cornerstone require that everyone entering its facilities have on mask, use hand sanitizer, keep social distance, and do temperature checks.

How to Apply

Apply online by completing this employment application and uploading your resume and cover letter directly in this form.

You can also download Cornerstone’s employment application (PDF) and submit the completed application, resume and cover letter to Jobs@cornerstonemn.org with the job title in the email subject line. 

Only applications with a completed form, resume and cover letter will be reviewed.

No agencies; no walk-ins; and no phone calls please. The Jobs@cornerstonemn.org email is only for receiving resumes. No additional information is known about open positions. Qualified applicants will be contacted after resumes are reviewed.

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Mission & Services

Cornerstone’s continuum of service helps to create communities where individuals and families are safe and children thrive. We advocate, educate and lead the way to social change. Our ultimate goal is to reduce the prevalence of domestic violence, sexual violence, human trafficking and general crime.

Learn More

Minnesota Day One®

A statewide program of Cornerstone, Day One® works to ensure that no call for help goes unanswered so that all in need can find safety and support. Day One connects people to experiencing domestic violence, sexual violence, human trafficking or general crime to help at agencies throughout the state.

Learn more

Call: 1.866.223.1111
Text: 612.399.9995

Please call 911 in an emergency.

Minnesota Crime Victims

Cornerstone’s General Crime Victim Advocacy program assists victims of assault, child abuse, impaired drivers, elder abuse, identity theft, robbery, homicide and other crimes. We also can connect you to crime victim agencies through Minnesota via our statewide Minnesota Crime Victim Support Line.

Learn more

Call: 1.866.385.2699
Text: 612.399.9977

Please call 911 in an emergency.

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