ORGANIZATION SUMMARY Cornerstone is a $5M agency with approximately 90 employees. Our organization serves individuals impacted by domestic violence, sexual violence and human trafficking, with office locations in Bloomington, Minneapolis, and Brooklyn Center.
Cornerstone has developed one of the most comprehensive service continuums for victims of violence in Minnesota. Our services are designed to move individuals and families from crisis to safety, stabilization and security. Last year approximately 4,000 individuals accessed Cornerstone programming. In addition, through Cornerstone’s statewide Day One Crisis and Crime Victim Support lines, we provided services to over 20,000 persons via phone, text and chat. We are committed to providing opportunities for others to partner with us in this work and to convey, as a community, zero-tolerance for violence. (www.cornerstonemn.org)
POSITION DESCRIPTION: The position will be primarily responsible for responding to calls from victims/survivors referred by the Minneapolis Law Enforcement Department after an incident of domestic violence – exclusive of relationships defined under Domestic Abuse Act (518B.01). The position works across teams with Cornerstone’s Civil and Criminal Justice Intervention (CCJI) advocates providing services within the City of Minneapolis Police Department. Cross teamwork including but not limited to sharing referrals, follow-up information, and other victim/survivor’s requests. Additionally, all Call Center advocate positions are responsible for responding to victim/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 Day One Crisis Line and General Crime Line. The Call Center/48-hour Hotline Advocate uses trauma-informed and survivor- centered practices to provide v/s with referrals, information, support, and safety planning. The Day One system, processes and best practices are utilized by Call Center Advocate to ensure immediate access to safety and services for survivors.
Hours/Schedule: This position’s schedule shift may change based on times and volume of calls. The tentative starting schedule for this position is: Fridays and Saturdays 7 p.m. to 3 a.m. and Sundays 5 pm to 9 p.m. inclusive of holidays. This position must have the ability to work flexible hours including some evenings, weekends, and holidays. If staff are unable to work a shift they are assigned/agreed to work, they are responsible to follow established procedure to ensure staff coverage. Additionally, this position may be required to work other than scheduled hours during a local disaster and major public awareness events.
Education and/or Experience- Minimum of bachelor’s degree in a human service, public health social work or related field. Length of experience in a social service field may be considered in lieu of education. Additional, 1-2 years’ experience working within the anti-violence field and/or systems (e.g. criminal justice, social services, etc.) preferred.
Qualifications and Key Skillsets
- Ability to remain calm and survivor-centered with those experiencing crisis and trauma, broad knowledge of resources and systems which interface with victims/survivors of violence and the ability to work in both a team and individual setting.
- General understanding of both civil remedies (e.g. protection orders) and the criminal justice system with the understanding additional training will be provided.
- Understanding and the ability to articulate crime victim’s rights to v/s.
- Ability to work effectively with law enforcement to support both the v/s requested needs and the criminal justice response.
- Understanding of survivor-centered and trauma-informed care practices.
- Understanding of the impact of interpersonal violence on adults, children, and youth with some experience in providing direct services in a related field.
- Experience in working with diverse populations and marginalized communities with training in and/or commitment to anti-oppression work.
- Excellent interpersonal skills, ability to work with victims/survivors and community partners in a friendly, cooperative, and professional manner.
- Ability to work independently and make decisions under pressure.
- Ability to work flexible hours beyond assigned shift if needed, including some evenings, weekends.
- Knowledge and aptitude with Microsoft Office and other related forms of technology.
- Valid driver’s license, automobile insurance and reliable vehicle (Valid Driver’s License and auto insurance must be on file with HR)- This position may be required to relocate between the Minneapolis/Bloomington offices during shifts. Alternative reliable transportation such as Lyft, Urber or bus may be used if able to move quickly between locations.
- 40-hour sexual assault certification completed.
- Multilingual candidates preferred.
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:
48-Hr Mpls Hotline Response (85%)
- Responds to v/s who call the 48-hr Mpls Hotline as a referral from law enforcement. This includes responding to 3-way calls placed from law enforcement with the v/s. Primary referrals will include those defined under the Domestic Abuse Act (518B.01) inclusive of persons with that have/had a significant romantic or sexual relationship together, relative by blood or current/past household member.
- Utilizes documentation (Apricot and on-line forms) to relay pertinent information to CCJI advocates working on cases with the Mpls law enforcement.
- Provides, via phone/email additional consultant with CCJI advocates as needed to support the v/s.
- Attends meetings and provides on-going communication with CCJI and leaders to evaluate services provided via the 48-hr Mpls Hotline and adjusts as needed.
MN Day One Crisis Line and General Crime Victim Support Line (10%)
- Maintains professional and confidential customer-oriented responses to callers, text, chat, and Safety/Info email users including appropriate responses in crisis situations.
- Follows standard Call Center Protocols to effectively respond to a variety of situations encountered by contacts through phone, text, chats, and emails.
- Assesses with v/s what they are currently seeking for services and then ensures appropriate support, information, referrals, and resources are provided based on their requests.
- Ability to effectively navigate the Day One service providers portal and processes to connect contacts to the proper referral agency.
- Provides information and referrals regarding crime victim’s rights/remedies and civil/criminal justice processes and remedies as requested by the v/s.
- Conducts follow up and quality assurance contacts on all cases where permission to do so has been documented.
- Maintains a high-level working relationship with referral partners inclusive of the Day One Network agencies, 2-1-1, law enforcement, medical personnel, and others.
- Provide referrals through CAS’ continuum of services when appropriate. Works collaboratively across all internal programs at Cornerstone.
- Works as a team with other Call Center Advocates, all CAS program
- staff, and supervisors/managers to ensure all referral information is up-to-date and accurate.
- Provide back-up assistance for Emergency Services when cross-trained and assigned.
- Participates in the training and mentoring of new staff, volunteers and/or students as assigned.
- Completes on-going Call Center Quality Assurance Assessments as assigned by supervisor to identify strengths and further individual and team training as needed.
- Other duties as assigned.
Administrative Responsibilities (5%)
- Accurately records all calls, text, email, and chat messaging in the Apricot database.
- Record as needed in CAS Connect Call Center page information pertaining to Network Questions and Concern Log, IT and Phone Issue Log and Resources.
- Complete other documentation as assigned by supervisor.
- Properly documents all critical incidents inclusive of child protection reports.
- Promotes Cornerstone Advocacy Service’s mission, values & philosophy.
- Displays high ethical and professional standards.
- Attends staff meetings and training as requested.
- Participate in internal CAS committees and represent CAS on external committees based on interest/assignment and approved by supervisor.
- Educates community members and professionals about interpersonal violence and available services as directed by supervisor.
- Support CAS marketing initiatives.
- Attend all staff meetings and required trainings as assigned.
- Attend and participate in supervision meetings.
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.
Cornerstone strives for a fully inclusive work environment and does not discriminate on the basis of race, color, creed, religion, national origin, sex, sexual orientation, disability, age, familial or marital status, and/or with regard to public assistance or any other characteristic. These statements are not intended to encompass all functions and qualifications of this position; rather, they are intended to provide a general framework of the requirements of the position. Cornerstone is an Equal Opportunity and Affirmative Action Employer.
Cornerstone offers generous wages and proportionate vacation, personal time off and holiday pay for this part time position.
How To Apply:
Please E-Mail your cover letter & resume.
RESUME without COVER LETTER will not be reviewed for any job opening at Cornerstone Advocacy Service.
***No agencies; No walk-ins; No phone calls please. This email is only for receiving resumes. No additional information is known about open positions. Qualified applicants will be contacted after resumes are reviewed.