Call Center Hotline Advocate

Day One Call Center Hotline Advocate

Our Mission: Cornerstone disrupts violence through advocacy, support, and prevention. We partner with individuals, families, and organizations to build communities free from harm.

Our Core Values: Survivor-Centered, Social Justice, Well-Being, Collaboration, Integrity.

Summary of Cornerstone: Cornerstone is a $5.5 million organization that provides comprehensive services for individuals and families in the greater Twin Cities area who are experiencing or have experienced domestic violence, sexual violence, human trafficking or general crime. Offices are located in Bloomington, Brooklyn Center and Minneapolis. Learn more nerstonemn.org.

Diversity and Inclusion: We are committed to a nondiscriminatory approach and provide equal opportunity for employment and advancement in all of our departments, programs, and worksites. BIPOC and LGBTQ+ community are strongly encouraged to apply.

Pay Range: $19.57 – $22.30

Unionized Position: Yes

Hours: Monday‑Friday 7 am‑3 pm / Monday‑Friday 10 am‑6 pm

Job Summary: The Cornerstone Day One Call Center (CC) Hotline Advocate provides trauma‑informed, survivor‑centered, and culturally responsive services for victims/survivors (v/s) of domestic violence, sexual violence, human trafficking/sexual exploitation, and/or general crime. The Advocate responds to v/s and their supporters via phone, text, email, or chat through the 24/7 Day One Crisis Line, General Crime Victim Support Line and Minneapolis Hotline.

Limited in‑person support, advocacy, information, and referral is also provided. This essential position within the Day One Network uses innovative practices of relationships, process, and technology to provide immediate and low‑barrier access for v/s.

Schedule:

M‑F 7 am‑3 pm.

• Bachelor’s degree in psychology, social work, or human service‑related field or comparable combination of career and life experiences.
• One or more years of experience providing direct crisis response services in a trauma‑informed setting.
• Understanding of trauma‑informed, survivor‑centered, and culturally responsive care practices.
• Broad knowledge of resources, human services, and other systems that interface with victims of crime, with an emphasis on serving diverse, marginalized and/or underrepresented populations.
• General understanding of crime victim’s rights, civil remedies, and the criminal justice system (additional training will be provided).
• Ability to assess, deescalate, and communicate in a calm, trauma‑informed way with participants in crisis.
• Good written and interpersonal skills; ability to work with v/s, concerned persons, and community partners.
• Preferred: 40‑hour sexual assault certification or ability to complete training within 6 months of hire.
• Knowledge of Microsoft Office, virtual contact applications, and other related technology.
• Ability to travel between Minneapolis and Bloomington office locations as necessary for meetings, shifts, etc.

• Maintain professional and confidential trauma‑informed, survivor‑centered, and culturally responsive support, advocacy, information, and safety planning for v/s through phone, chat, text, and email.
• Assess contacts/participants to determine needed services, providing support, advocacy, and referrals through the Day One system, 211, community and system agencies, and other resources.
• Sustain high‑level working relationships with referral partners including Day One Network agencies, law enforcement, medical personnel, and others. Work collaboratively across all internal programs at Cornerstone.
• Collaborate with other Call Center Advocates, CAS program staff, and supervisors/managers to ensure seamless referrals and accurate, up‑to‑date information.
• Stay apprised of Cornerstone and program activities, policies and protocol changes, updates, and general information by reviewing CC emails, TEAMS staff pages, and CAS Connect.
• Participate in the training and mentoring of new staff, volunteers and/or students as assigned.
• Assure accurate data entry in the Apricot database and other tracking methods.
• Properly document all critical incidents: child protection reports,…