Day One Call Center Hotline Supervisor II

JOB TITLE:               Day One Call Center Hotline Supervisor II

REPORTS TO:           Director of Programs (current)

FLSA:                          Exempt

LOCATIONS:            Minneapolis

DATE:                         4/27/21

POSITION DESCRIPTION: The Day One Call Center Hotline Supervisor shares supervisory responsibilities of advocates and related daily services alongside two part-time Day One Call Center Hotline Supervisors. The Cornerstone Day One Call Center responds to victims/survivors of domestic violence, sexual violence, human trafficking/sexual exploitation, and/or general crime, via phone, text, email, or chat messaging through the 24/7 statewide Day One Crisis Line, General Crime Victim Support Line, and 48 HR Minneapolis (hotline). The Supervisors’ primary role is to ensure the Call Center Hotline advocates provide trauma-informed, survivor-centered, and culturally responsive practices to provide contacts with referrals, information, support, advocacy, and safety planning. The supervisor ensures that Call Center Hotline Advocates utilize these same practices when assisting walk-ins, online chat support groups, and pet safe housing participants. The supervisor works with advocates to maintain the essential relationship with the Day One Network utilizing the innovative practices of relationships, process, and technology to provide immediate and low-barrier access to safety and services for victims/survivors. This position requires a heightened level of decision making, resourcefulness, and exercise of discretion.

Education and/or Experience:

Minimum of bachelor’s degree in psychology, social work, or human service-related field. Master’s Degree preferred. Length of experience in a social service field may be considered in lieu of some educational requirements. Minimum of three or more years of experience providing direct crisis response services to individuals and two to three years of experience providing staff supervision and leadership in an environment that is responsive to individuals and families who have experienced trauma and violence.

Hours/Schedule:

This position requires a flexible work schedule which varies based on supervisory and program needs including some evening and weekend hours. This position includes on-call rotating schedule to assist with after-hours staff support, coaching and direct service coverage. This position may be required to provide additional coverage and support during a local disaster or major public awareness events.

Qualifications and Key Skillsets:

• Experience providing supervision, team building, and support for employees, interns, or volunteers engaged in direct services to individuals or families impacted by trauma and violence.
• Ability to supervise, train, and coach advocates in the understanding of trauma-informed, survivor-centered, and culturally responsive care practices comprehensive of the impact of domestic violence, sexual violence, human trafficking/sexual exploitation, and general crime on adults, children/youth, and the community.
• Ability to model and assist advocates in assessing, deescalating, and communicating in a calm, trauma-informed way with contacts/participants in crisis.
• Knowledge and experience in working with diverse, marginalized, and underrepresented communities, and anti-oppression work.  
• Comprehensive knowledge of resources and systems which interface with victims/survivors and the micro and macro impact of trauma and violence.
• Wide-ranging understanding of crime victim’s rights, civil remedies, and the criminal justice systems with the ability to coach advocates in these areas.
• Strong organizational and time management skills.
• Excellent written and oral communication skills. 
• Experience in public speaking, training, and meeting facilitation.
• Familiarity with and willingness to apply best practice literature in providing trauma-informed services via crisis lines and in person.
• Knowledge and aptitude with Microsoft Office, client databases, and other related forms of technology. Ability to navigate various modes of on-line platforms and phone technology simultaneously.
• Advanced interpersonal communication skills with enthusiasm for learning, mentoring, and sharing information.
• Preferred 40-hour sexual assault certification or the ability to complete training within 6 months.
• Must live within reasonable distance (within 30 minutes) from the Cornerstone Minneapolis and Bloomington sites.
• Ability to work a flexible schedule to meet staffing supervision and service needs.
• Multilingual candidates preferred.
• Valid driver’s license, automobile insurance and reliable vehicle (Valid Driver’s License and auto insurance must be on file with HR).

ESSENTIAL DUTIES and RESPONSIBILITIES

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:

Supervision and Oversight (65%)

·Provides direct supervision (role-modeling, training, and accountability) of Call Center/Hotline advocates with particular emphasis on maintaining professional, confidential, survivor-centered, trauma-informed, and culturally responsive services for contacts/participants accessing the hotlines, on-line groups, or walk-in services.

• Maintains ongoing collaboration, communication, and team building across CAS programs with an emphasis on cross referrals and assistance with Emergency Services (24/7 services), General Crime Victim Services and Criminal and Civil Justice Intervention (48 HR Mpls Hotline).
• Provides supervision to assigned direct service program staff meeting on a regularly and as needed basis for support and guidance. 
• Shares responsibilities with other supervisors for hiring, orientation, training, and evaluation of program staff, volunteers, and interns as assigned. 
• Ensures compliance with established policies and procedures. 
• Schedules and ensures 24/7 coverage of services by trained staff, interns, and volunteers.
• Helps to maintain accountability of high-quality services and decision making, including oversight of proper documentation of services.
• Maintains a high-level working relationship with referral partners inclusive of the Day One Network agencies, law enforcement, medical personnel, and others. Works collaboratively across all internal programs at Cornerstone.
• Maintains resource, referral, and training materials to keep Call Center/Hotline Advocates current with all information needed to perform their jobs effectively.
• Works with program team to maintain a welcoming, clean, and safe environment.
• Other responsibilities as deemed necessary by supervisor to support and enhance services and the organization.

Program (13%)

• Develops reporting tools and performance measurements to improve service delivery.
• Ensures follow-up contact/participant survey interviews to gather and evaluate with Day One Coordinator direct feedback to improve services.
• Provides Quality Assurance Surveys to evaluate staff’s learning progress, training needs and performance.
• Updates program guidelines, protocols, and paperwork based on current best practices.
• Plans and facilitates Call Center/Hotline team meetings and trainings on a bi-monthly basis to receive advocate feedback, provide updates and ensure ongoing evaluation of services. 
• Participants and presents at agency-wide staff and volunteer trainings along with other occasional community outreach.

Administrative Responsibilities (12%)

• Assures data entry is completed accurately in Apricot database and other tracking methods.
• Properly documents all critical incidents: child protection reports, emergency response calls, and participant injury/cons.
• Maintains accurate employee records including timesheet review, signature and submission, supervision/coaching sessions, schedules, and other related duties as assigned.
• Supports grant writing process, i.e., researching, gathering information, etc. as assigned. 

Direct Service (10%)

• Assists in answering hotline calls as needed to cover peak times, staff time off, and open shifts.
• Ensures 24/7 staffing coverage, with other on-call positions, including the availability to personally cover shifts when needed.
• Assists walk-in participates with support, information, and referral as the need arises.
• Provides back-up for Emergency Services leadership and coverage as needed and directed by Director of Programs.
• Provides modeling and mentorship to staff on assessment, intervention skills, safety planning and documentation procedures.

Organizational Expectations

• Promote Cornerstone Advocacy Service’s (CAS) mission & philosophy. 

• Display high ethical and professional standards. 
• Commitment to diversity, equity, and inclusion through learning, training, and dialog.
• Attends supervision, staff meetings, and trainings as required.
• Participates in internal CAS committees and represents CAS on external committees based on interest/assignment and approval by supervisor.

Leadership Expectations

• Maintain positive and enthusiastic attitude.
• Identify and capitalize on strengths in your team and across organization.
• Maintain communication processes with supervisor to ensure clarity about programming and staffing responsibilities, successes, challenges, and concerns.
• Model and coach employees in peer-to-peer feedback conversations aligned with the agency’s recommended practices.
• Attend and participate in Program Leadership meetings and trainings.
• Provide direct and honest communication with staff across the organization.
• Maintain personal accountability and that of your employees.
• Support a continuous learning environment.

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 is regularly required to talk or hear. The employee is frequently required to use manual dexterity for use of objects, tools, or controls as well as visual acuity. The employee is required to stand; walk; sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must lift and/or move up to 30 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.

Employee signature below constitutes employee's understanding of the requirements, essential functions, and duties of the position.

How to Apply

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