Advocate Contact Center

About the role

Compass Connections believes every person reaching out for help deserves to be heard, supported, and treated with dignity. Our team of call center Advocates is available 24/7 to assist people in need, such as those who call the National Human Trafficking Hotline. Advocates listen, provide information, and connect individuals with resources and services based on their needs and choices, offering compassionate, trauma‑informed support when it matters most.

Responsibilities

• Answer incoming contacts promptly and professionally.
• Assess caller risk and determine immediate safety needs.
• Connect callers with appropriate resources.
• Maintain a caseload in accordance with agency policies, procedures, licensing, and contract standards.
• Participate in workshops, seminars, education programs, and other activities that promote professional growth and development.
• Continually assess ongoing changes in behavior, circumstances, or conditions that may affect safety.
• Provide feedback and support to crisis line staff to ensure appropriate responses, address individual needs through best possible supports, and conduct follow‑ups as needed.
• Compile, prepare, submit, and maintain accurate records, files, forms, statistics, and additional information per agency policies, licensing, and/or contract requirements.
• Work evenings, weekends, and holidays as needed or requested by the position supervisor.
• Implement Compass Connections safety protocols, including evacuating with children and other staff in case of an emergency.
• Maintain confidentiality in all areas of the service population and program operations.
• Uphold Compass Connections professional and ethical standards of conduct outlined in the employee handbook, demonstrating respect for agency staff, the service population, and community members, and complying with the required dress code at all times.
• Coordinate referrals, service planning, and documentation of services for assigned caseload.
• Act as a liaison with stakeholders, including law enforcement, emergency services, and service providers.
• Accept crisis calls and provide support to families in crisis.
• Participate in weekly face‑to‑face or virtual consultation with the supervisor.
• Meet all deadlines required by the program supervisor and federal partners.

Requirements

• Fluency in English required; fluency in Spanish preferred.
• Bachelor’s or undergraduate degree from an accredited program/university, preferably in social work, psychology, criminal justice, sociology, or a related field; or a minimum of three years of relevant experience in lieu of a degree.
• Certifications: First aid, CPR, Emergency behavior intervention.
• Preferred: One (1) year of related experience and/or training, including experience in crisis intervention, advocacy, or a related area.
• Pass a pre‑employment drug screen and random drug screens throughout employment.
• Provide proof of work eligibility status upon request.
• Pass a pre‑employment and biennial criminal background check.
• Demonstrate ability to:
• Respond sensitively and competently to the service population’s cultural and socioeconomic characteristics.
• Work collaboratively with other staff, service providers, and professionals.
• Work in a fast‑paced environment while maintaining emotional control and professional composure.
• Maintain computer literacy required to meet position responsibilities.
• Work effectively and without intensive supervision, both independently and as a member of a multidisciplinary team.
• Demonstrate a working knowledge of all Compass Connections policies and procedures.
• Receive an annual Influenza vaccination or obtain an approved medical or religious exemption; proof of vaccination or exemption is a condition of employment.
• Applicants must be authorized to work for any employer in the U.S.; visa sponsorship is not available at this time.

Benefits

• Benefits available from the first day of employment.
• 100% employer‑paid medical, dental, and vision insurance.
• Retirement plan options.
• Additional employer‑sponsored benefits (see recruiter for a complete overview).

Pay

Hourly Rate: $25.00 – $31.50 an hour based on schedule and educational experience.

Schedule