Advocate Contact Center

About the role

The advocate is responsible for responding to incoming calls, texts, chats, emails, and online communications from individuals affected by human trafficking, service providers, and the general public. This role provides crisis intervention, safety planning, resource referrals, law enforcement coordination, and accurate reporting in a trauma-informed, culturally sensitive manner.

Responsibilities

• Answer and respond to hotline calls, texts, chats, and online inquiries in a timely and professional manner.
• Assess immediate needs and connect individuals to appropriate local, state, and national resources.
• Conduct trauma-informed screenings to identify potential human trafficking situations.
• Provide crisis intervention, emotional support, and safety planning.
• Maintain accurate, detailed, and confidential documentation of all interactions, while upholding ethical standards.
• Participate in weekly face to face or online supervision with the supervisor.
• Follow mandated reporting requirements and organizational protocols.
• Participate in ongoing training related to human trafficking, crisis response, and victim services.
• Communicate effectively in writing and verbally in English and Spanish, if applicable.

Requirements

• Education: Preferred: 4-year bachelor’s or undergraduate degree from an accredited program/university, preferably in one of the following areas: social work, psychology, criminal justice, sociology, or related field of study. Required: Highschool diploma or equivalent.
• Experience: Preferred: Experience working with high-risk/vulnerable populations and crisis interventions. Previous call center experience, case management, or intake would be ideal.
• Supervises: N/A

Qualifications

• Maintain current certificates required for the position including but not limited to: First Aid, CPR, Emergency Behavior Intervention.
• Pass a pre-employment drug screen and random drug screens and maintain emotional control and professional composure at all times.
• Provide proof of work eligibility status upon request.
• Pass pre-employment and biennial criminal background checks.
• Demonstrate the ability to: Respond sensitively and competently to the service population’s characteristics. Communicate effectively in writing and verbally in English and Spanish, if applicable. Work in a fast-paced environment and maintain emotional control and professional composure at all times. Maintain computer literacy required to meet the responsibilities of the position. Work effectively and without intensive supervision both independently and as a member of a multidisciplinary team. Demonstrate a working knowledge of all National Human Trafficking Hotline policies and procedures.

Skills

• Maintain current certificates required for the position including but not limited to: First Aid, CPR, Emergency Behavior Intervention.
• Pass a pre-employment drug screen and random drug screens and maintain emotional control and professional composure at all times.
• Provide proof of work eligibility status upon request.
• Pass pre-employment and biennial criminal background checks.
• Demonstrate the ability to: Respond sensitively and competently to the service population’s characteristics. Communicate effectively in writing and verbally in English and Spanish, if applicable. Work in a fast-paced environment and maintain emotional control and professional composure at all times. Maintain computer literacy required to meet the responsibilities of the position. Work effectively and without intensive supervision both independently and as a member of a multidisciplinary team. Demonstrate a working knowledge of all National Human Trafficking Hotline policies and procedures.

Benefits

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Pay

Details on pay are not specified in the job posting.

Schedule

Details on schedule are not specified in the job posting.