Advocate Contact Center

About the role

Work for a company that does so much good for others around the world.

Academic Requirements

• Required – Bachelor's or undergraduate degree from an accredited program/university, preferably in social work, psychology, criminal justice, sociology, or related field of study; or a minimum of three years of relevant experience in lieu of degree

Certifications

• First aid, CPR, Emergency behavior intervention

Work Experience

• Preferred – One (1) year of related experience and/or training including experience working in crisis intervention, advocacy, or a related area

Critical Action Items & Measurable Deliverables

• Meet all federal and state regulatory guidelines and standards that are applicable to this position
• Answer incoming contacts promptly and professionally
• Assess caller risk and determine immediate safety needs
• Connect contactors with appropriate resources
• Maintain a case load in accordance with agency policies and procedures and 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 an appropriate response to crisis calls, individuals needs are addressed through best possible supports, and follow ups are conducted as needed
• Compile, prepare, submit and maintain accurate records, files, forms, statistics and additional information in accordance with agency policies, licensing and/or contract requirements
• Work evenings, weekends and holidays as needed or requested by 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
• Maintain Compass Connections professional and ethical standards of conduct outlined in Compass Connections employee handbook including demonstrating respect for agency staff, the service population, and community members and complying with required dress code at all times

Other Responsibilities

• 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 program supervisor and federal partners

Requirements

• 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 checks
• Demonstrate the ability to:
  • Respond sensitively and competently to the service population's cultural and socioeconomic characteristics
  • Work collaboratively with other staff members, service providers and professionals
  • 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 Compass Connections policies and procedures
• Annual Influenza vaccination or approved exemption as a medical or religious accommodation (CDC immunization recommendation; condition of employment)
• Applicants must be authorized to work for ANY employer in the U.S. – visa sponsorship not available

This response is AI-generated, for reference only.