Day One Program Manager

Bloomington, MN
Jun 08, 2021
Jul 08, 2021
Employment Status
Full Time

JOB TITLE:        Day One Program Manager

REPORTS TO:    Director of Emergency Services/Day One & Strategic Initiatives

FLSA:                   Exempt

Location: Bloomington/Minneapolis

POSITION DESCRIPTION: This position is responsible for all duties related to the programmatic aspects and management of Cornerstone’s statewide Day One Call Center and Network and system. The Call Center focuses on providing 24/7 crisis call response to domestic violence, sexual violence, human trafficking/sexual exploitation, and general crime victims/survivors. The position is responsible for ensuring that the Call Center operates with the highest level of customer relationship standards inclusive of appropriate information and referral practices, trauma informed, survivor-centered and culturally responsive practices. The DO Network is comprised of anti-violence agencies statewide that collaborates in a low barrier streamlined system to provide victims/survivors with immediate safety and services. This position maintains a high-level of accountability and decision making in providing quality programming, program development and employee management. The DO Manager directly oversees Call Center Supervisors, Specialist positions and others as assigned. In addition, responsibilities include the Day One network partnerships, technology, processes, and auxiliary services. The Day One Manager is responsible for maintaining strong partnerships with community referral partners inclusive of 211, homeless providers, law enforcement, and medical personnel.


A minimum of a Bachelor’s degree in social work, non-profit management or related field. Minimum of 2-3 years of experience providing direct services and a minimum of 2 years supervision experience in an environment that is responsive to individuals and families who have experienced trauma and violence. Length of experience in a social service field and may be considered in lieu of educational requirements.


This position requires a flexible work schedule which varies based on supervisory and program needs including some evening, overnight, and weekend hours. This position may include an on-call rotating schedule to assist with after-hours staff support, coaching and direct service coverage. Additional coverage and support may be needed to provide essential services needed during a local/national concern or major public awareness events.


Strong skillsets in staff supervision and understanding of trauma-informed, survivor-centered, and culturally responsive practices.

  • Knowledge and experience in working with diverse, marginalized, and/or underrepresented communities, and the micro, mezzo, and macro impact of trauma and violence in culturally based context.
  • Ability to develop programming, evaluation, and informative practices that meets the unique, diverse, and inclusive changing needs of victims/survivors and their families experiencing trauma and violence. Understanding or ability to learn direct services over via phone, text, and chat technologies.
  • Understanding of the social services, criminal justice, and mental health delivery systems which interface with victims/survivors. Emphasis on community organizations and resources serving diverse, marginalized and/or underrepresented communities.
  • Expertise in building collaborations, community organizing, and/or social justice initiatives.
  • Sound organizational and time management skills with the ability to be proactive and flexible as priority issues arise.
  • Familiarity employee record-keeping, and related administration tasks. Ability to oversee contracted maintenance services, vendors, and supplies in satellite office setting.
  • Excellent written and verbal communication skills with some experience in public speaking, training, and meeting facilitation and displays enthusiasm for learning, mentoring, and sharing information.
  • Preferred 40-hour sexual assault certification or the ability to complete training within 6 months.
  • Knowledge and aptitude of Microsoft Office, client databases, online portal applications, phone, text and chat applications, social media, and other related forms of technology.
  • Must live within reasonable distance (within 30 minutes) from the Cornerstone’s Minneapolis site. Must be able to travel occasional to other regions of the stay inclusive of overnight stays.
  • Valid driver’s license, automobile insurance and reliable vehicle (Valid Driver’s License and auto insurance must be on file with HR). Capability to travel in and out of state travel inclusive of overnights.
  • Multilingual candidates preferred.


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:

Oversight Leadership, Supervision and Programming (60%)

  • Oversees, develops, and evaluates 24/7 Call Center Hotline operations, Day One (DO) system and ancillary services programming in alignment with CAS’ mission, philosophy, and values.
  • Builds and maintains strong working relationships with all DO employees to foster and promote a cooperative and harmonious working climate.
  • Provides professional supervision, performance management and coaching, those supervised. Minimum bi-weekly with assigned staff and ensuring supervisors maintain bi-weekly scheduled supervisions.
  • Oversees CC supervisors’ responsibilities align with supporting, training, and coaching staff in providing trauma informed, survivor-centered, and culturally responsive services through the hotlines, walk-ins, pet safety services (MNAFAS) and other direct services.
  • Works with supervisors in enhancing advocates comprehensive knowledge of social, mental health, and housing services to assist participants in understanding and navigating these systems. Emphasis on additional barriers within these systems that may impact diverse, marginalized and/or underrepresented communities.
  • Works with supervisors to ensure that CC advocates have advanced knowledge in, and model DO informative practices, technology, protocols, partner relationships, and related services.
  • Ensures that all staff, volunteers, and interns employ best practices related to data privacy, confidentiality, and advocacy. 
  • Collaborates with Criminal and Civil Justice supervisors (CCJI), in revising, maintaining, and  training advocates in the 48-HR Mpls Hotline and related Cornerstone internal referrals and accurate recordkeeping.
  • Maintains and updates CC protocols, resources, referrals and training manuals and materials to keep CC advocates current with all information/tools needed to perform their jobs effectively.
  • ·Oversees hiring, orienting, and training new DO staff, volunteers, and interns. This includes development, maintenance, and evaluation of new staff/volunteer training, checklists, manuals, and materials to ensure they providing trauma informed, survivor-centered, and culturally responsive services.
  • Creates and delivers on-going team opportunities for meetings, trainings, and feedback sessions with an emphasis on programming, services, and strengthening diversity, equity, and inclusion initiatives.
  • Coordinates with ES manager in cross-training of CC and ES   advocates to provide 24-hour shelter and Call Center coverage. Meets on-going with ES leadership regarding 24/7 programming to strengthen cross program relationships, identify related successes and challenges, and assess with recommendations employee retention, incentives, on-call responsibilities, and application of HR polices/practices.  
  • Oversees, strengthens, and expands community collaborations and referrals inclusive of Day One Network partners, MN Department of Health’s Safe Harbor grantees, general crime agencies, homeless systems, 2-1-1, and other 24/7 hotline services.
  • Utilizes participants’ feedback to guide programming changes to meet their current needs and strengthen services.
  • Develops, monitors, and maintains program measurement tools, logic models, work plans, outcomes, and goals to measure effectiveness, quality, and quantity participant services. 
  • Maintains with CAS’ IT along with assigned staff the CC’s phone and technology systems to ensure 24/7 access and failover processes.  
  • Ensures a safe, accessible, welcoming, clean, and environment for all.  Coordinates with others to ensure the Minneapolis site is well maintained and stocked with staff supplies as needed.
  • Available, when necessary, to assist with hotline coverage, walk-ins, and other direct service participant’s needs.

Day One Network Services (25%)

Day One Network/System

  • Manages the expansion of the network, partnership relationships, and opportunities for meetings, trainings, and gatherings.  
  • Provides project management of DO portal enhancements and maintenance through contracted Developers and/or IT services.
  • Oversees MN Alliance for Family and Animal Safety’s (MNAFAS) Pet Protection Program advocacy services, collaborative relationships, data reporting, and evaluation.
  • Works with the Program Leadership Team members to ensure the DO portal information for CAS programs is accurate and regularly updated and all program advocates are trained in portal navigation, the process, informative practices, and arrangement of transportation or telephonic interpreters.
  • Other Day One Network/System responsibilities as assigned.

Deaf* Collboration and Special Projects

  • Oversees the collaboration between CAS, ThinkSelf, and affiliated partners key initiatives activities to enhance accessibility for Deaf* seeking safety and services throughout Minnesota.
  • Completes related funding reports, requests, and presentations as assigned by Program Director.
  • Represents CAS and the collaboration at local/national meetings and technical assistance engagements.
  • Oversees and manages special projects as assigned by Program Director.

Administrative Responsibilities (15%)

  • Responds in a timely manner to requests from Program Director, Finance and Administration, Development and Human Resource teams to support the grant writing process, funder requests, employee management, and budget expense control.
  • Oversees and coordinates DO-related contacted services inclusive of transportation, portal developers, and telephonic and ASL interpreter services.
  • Other responsibilities as deemed necessary by the Program Director to support and enhance the Day One Call Center, Network/System, and the organization.
  • Maintains accurate employee records including timesheet review, supervision/coaching sessions, schedules, and other related personnel paperwork.
  • Reviews and monitors supervisors’ Apricot quarterly reports and other tracking methods. Works with CC supervisors and advocates to assure data entry is completed promptly and accurately, and errors are corrected promptly. Provides/monitors on-going database training, as necessary.
  • Oversees and prepares internal and external statistical reports not available in Apricot as directed by Program Manager.
  • Prepares and submits to Program Manager coded credit card charges and other invoices within timelines set by Finance and Administration.  
  • Properly documents all critical incidents: child protection reports, emergency response calls, and participant injury/cons.


Organizational Expectations

  • Promotes Cornerstone Advocacy Service’s (CAS) mission, philosophy, and values. 
  • Displays high ethical and professional standards. 
  • Models’ leadership and commits to the continuing growth in CAS’ Diversity, Equity, and Inclusion strategic actions.
  • Attends supervision, staff meetings, and trainings as required.
  • Ensures safe, clean, welcoming, and accessible environments at Bloomington, Minneapolis and other off-site locations utilized by program staff.
  • Participates in internal committees and represents CAS on external committees based on interest/assignment and approval by supervisor.

Leadership Expectations

  • Maintains positive and enthusiastic attitude with personal accountability and that of your employees. Provides direct and honest communication with all employees inclusive of modelling and coaching in peer-to-peer feedback/courageous conversations aligned with the agency’s recommended practices. Identifies and capitalizes on strengths in your team and across organization encouraging continuous growth and development of staff.   
  • Keeps Program Director apprised of one’s own professional growth, accomplishments, strengths, and staff feedback, performance, and program needs.
  • Ensures the development and maintenance of program policies and procedures manual along with new employee training materials and checklists. 
  • Willingness to engage in reflection on power and privilege as it relates to work within our organization and within communities impacted by violence and trauma. 
  • Maintains communication processes with supervisor to ensure clarity about programming and staffing responsibilities, successes, challenges, and concerns.
  • Attends and contributes to Program Leadership Team meetings, assignments, and trainings. Works pro-actively, and positively, with all other Executive Team members – helping to create an environment of mutual respect and maintenance of a high performing team.
  • Remains well informed of employee handbook changes, policies, and practices. Stays apprised of organizational activities, process changes and updates, and general information by reviewing regularly CAS Connect/TEAMS staff pages.


Physical Demands: 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 in this position communicates with staff, callers, and attend meetings. This position requires exchanging accurate information to meet the expectations of this position. The employee is frequently required to use manual dexterity for use of objects, tools or controls as well as visual acuity. This position requires remaining in a stationary position 50% and move about throughout the Minneapolis site and as needed, in Bloomington. The employee constantly bend, lift, stoop, kneel, crouch, and stretch. This position requires lifting and/or moving up to 25 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.

For additional info or to apply, please email:

You can also download Cornerstone’s employment application (PDF) and submit the completed application, resume and cover letter to 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 email is only for receiving resumes. No additional information is known about open positions. Qualified applicants will be contacted after resumes are reviewed.

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