Cornerstone is a $5M agency with approximately 90 employees. Our organization serves individuals impacted by domestic violence, sexual violence and human trafficking, with 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.
The Lead Advocate position is primarily responsible for providing direct services through modeling the use of trauma-informed and survivor-centered practices. The position is responsible for responding to victims/survivors of general crime, domestic violence, sexual violence and/or human trafficking/sexual exploitation via phone, text, email or chat messaging through the 24/7 Day One Crisis Line and General Crime Line. The Day One system, processes and best practices are utilized by Call Center Lead Advocate to ensure immediate access to safety and services for survivors.
This position will also have elevated support responsibilities, with oversight from Call Center Supervisor, including operational support, training support, quality assurance, and other duties as assigned. The Lead Advocate is responsible for coaching, mentorship and support to other call center advocates. The Lead Advocate will provide staff supervision, as assigned. Twelve hours of this role will be dedicated to Safe Harbor/Human Trafficking support each week.
Hours/Schedule: This is a full-time exempt position which requires flexible scheduling for call center support during various shifts including weekends, evening and overnight as assigned by the supervisor. This position provides rotating on-call coaching and may be required to work outside scheduled hours as coverage needs arise. Flexibility is also provided to fulfill Safe Harbor responsibilities including both internal and external meetings, trainings and events.
Location: Bloomington, Minnesota
Salary: $36,500 Per Year
Position Type: Full Time
Required Experience: 5 – 10 years
Required Education: Associate Degree
Date Posted: October 13, 2020
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:
Direct Services (52%)
- Utilizes the call center’s technology to assist callers/contacts, and model’s best practices for seasoned and new staff/volunteers/interns.
- Maintains professional and confidential responses to callers, text and chat users including appropriate responses in crisis situations.
- Assesses with contacts, what they are currently seeking for services and then ensures appropriate referrals and resources are made based on their requests.
- Demonstrates a comprehensive understanding of the human services delivery system including community resources, organizations and services.
- Maintains a high-level working relationship with referral partners inclusive of the Day One Network agencies, 2-1-1, law enforcement, medical personnel, Safe Harbor services and others.
- Works as a team with other Call Center Advocates, General Crime Services, Emergency Services staff and supervisors/managers to ensure all referral information is up-to-date and accurate.
- Works collaboratively across all internal programs at Cornerstone. Provides direct, respectful and honest communication with all staff and leadership across the organization.
- Other duties as assigned by the Call Center Supervisor.
Mentorship, Coaching and Staff Supervision (45%)
- Actively, participates in the coaching, mentoring and training of co-workers, volunteers and/or interns.
- Provides coaching supervision to assigned program staff, meeting individually a minimum of once a month for support and guidance.
- Maintains a rotating on-call schedule shared with the supervisor, Day One Trainer and Specialist and as needed the program coordinator.
- Responsible for assisting in hiring, orientation and training, and evaluation of program staff, volunteers and interns as assigned by supervisor.
- Works with supervisor to ensure all the necessary protocols, processes, tools and materials are current and readily available to assist staff, volunteers and interns in performing their direct service duties.
- Maintain communication processes with the supervisor to ensure this position is informed about direct reports and participant successes, challenges and concerns.
Safe Harbor (3%)
- Provide coaching, training and information to all call center staff, on Safe Harbor changes, best practices and statewide relationships with Regional Navigators, Support Services contacts, Law Enforcement and the BCA.
- Attend statewide Safe Harbor meetings, trainings and events as assigned.
- Participate on CAS’s Human Trafficking and Sexually Exploited Youth Ad Hoc committee.
- Work with the Day One Trainer and Specialist to ensure all Safe Harbor portal information is updated on a regular basis.
Other Essential Duties
- Ensures that all staff, volunteers and interns employ best practices related to data privacy and confidentiality.
- Maintains accurate employee records including timesheet review, supervision/coaching sessions, schedules and other related duties as assigned by supervisor.
- Works with supervisor to engage HR when necessary.
- Accurately documents all contacts via phone, chat, text and email in the Apricot database. Completes data entry in a timely and accurate manner.
- Properly documents all critical incidents inclusive of child/adult protection reports.
- Provides support to the Call Center Supervisor in developing monthly staff meeting agendas and completing meeting minutes as assigned.
- Assist in a team setting, the development and reporting of program outcomes as assigned.
- Promote Cornerstone Advocacy Service’s (CAS) mission & philosophy.
- Display high ethical and professional standards.
- Participate in internal CAS committees and represent CAS on external committees as assigned.
- Provide support to and attend CAS events, e.g. conference, volunteer recognition, fundraisers, etc., as assigned.
- Support CAS marketing initiatives.
- Attend all staff meetings and required trainings.
- Completes Call Center training on General Crime, Domestic Violence, Sexual Violence and Human Trafficking.
- Key skillsets include: well versed in Cornerstone’s mission and values and the Day One Network system. Knowledge and experience in trauma-informed work, understanding its impact on victims/survivors as well as staff. Skill in mentoring best advocacy practices in a crisis/hotline response call center setting. Proficiency in working in a team environment to implement and evaluate program processes, procedures and practices. Experience in developing and providing staff/volunteer/intern trainings both individually and in a group setting. Knowledge and practice in working with diverse populations and marginalized communities and anti-oppression work. Advanced written and interpersonal communication skills. Must be available to work a variety of hours to meet program needs.
- Work experience demonstrates advancement of responsibilities.
- Enthusiasm for learning and sharing information.
- Advanced advocacy skills with survivors of interpersonal violence and general crime.
- Broad knowledge of resources and systems which interface with victims/survivors of violence.
- Understanding of survivor-centered and trauma-informed care practices.
- Ability to work independently and make decisions under pressure.
- Excellent consumer service skills; ability to work with contacts and service providers in a friendly, cooperative, and professional manner.
- Completed 40-hour sexual violence advocacy training.
- Knowledge and aptitude with Microsoft Office and other related forms of technology.
- Multilingual candidates preferred.
Qualified applicants must have a bachelor’s degree in social work or related human service field and two years of experience providing direct services to individuals and families. An Associate Degree and 5 years of experience providing direct services to individuals and families will be considered. In addition, one-two years coaching staff in an anti-violence work setting.
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 strives for a fully inclusive work environment and does not discriminate on the basis of race, color, creed, religion, national origin, sex, sexual orientation, disability, age, familial or marital status, and/or with regard to public assistance or any other characteristic. These statements are not intended to encompass all functions and qualifications of this position; rather, they are intended to provide a general framework of the requirements of the position. Cornerstone is an Equal Opportunity and Affirmative Action Employer.
Cornerstone offers generous wages and excellent benefits.
How to Apply
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.