Advocate Contact Center at Compass Connections in San Antonio, TX

Job description

• It's a great feeling to work for a company that does so much good for others around the world!
• Make a difference every day with an organization dedicated to doing good and caring for others.
• Compass Connections believes every person reaching out for help deserves to be heard, supported, and treated with dignity. That's why our team of call center Advocates are available to help people in need, like those who call the National Human Trafficking Hotline and speak to members of our team.
• Our Advocates are available 24/7 to respond to calls, texts and chats from people all over the United States seeking information and support. Our Advocates listen, provide information, and connect individuals with resources and services based on their needs and choices. Every interaction is an opportunity to provide compassionate, trauma-informed support when it matters most.
• We are now hiring compassionate, dependable individuals to join our team. If you are a strong listener, remain calm under pressure and want your work to make a meaningful difference, we invite you to apply.

Responsibilities

• 1. Meet all federal and state regulatory guidelines and standards that are applicable to this position.
• 2. Answer incoming contacts promptly and professionally.
• 3. Assess caller risk and determine immediate safety needs.
• 4. Connect contactors with appropriate resources.
• 5. Maintain a case load in accordance with agency policies and procedures and licensing and contract standards.
• 6. Participate in workshops, seminars, education programs and other activities that promote professional growth and development.
• 7. Continually assess ongoing changes in behavior, circumstances or conditions that may affect safety.
• 8. 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.
• 9. Compile, prepare, submit and maintain accurate records, files, forms, statistics and additional information in accordance with agency policies, licensing and/or contract requirements.
• 10. Work evenings, weekends and holidays as needed or requested by position supervisor.
• 11. Implement Compass Connections safety protocols including evacuating with children and other staff in case of an emergency.
• 12. Maintain confidentiality in all areas of the service population and program operations.
• 13. 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.
• 1. Coordinate referrals, service planning and documentation of services for assigned caseload.
• 2. Act as a liaison with stakeholders, including law enforcement, emergency services, and service providers.
• 3. Accept crisis calls and provide support to families in crisis.
• 4. Participate in weekly face to face or virtual consultation with the supervisor.
• 5. Meet all deadlines required by program supervisor and federal partners.

Requirements

• Language Requirement: Fluency in English is required. Fluency in Spanish is preferred.
• Academic Req: Required – 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; 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.
• 1. Pass a pre-employment drug screen and random drug screens throughout employment.
• 2. Provide proof of work eligibility status upon request.
• 3. Pass a pre-employment and biennial criminal background checks.
• a. Respond sensitively and competently to the service population’s cultural and socioeconomic characteristics.
• b. Work collaboratively with other staff members, service providers and professionals.
• c. Work in a fast-paced environment and maintain emotional control and professional composure at
• all times.
• d. Maintain computer literacy required to meet the responsibilities of the position.
• e. Work effectively and without intensive supervision both independently and as a member
• of a multidisciplinary team.
• 5. Demonstrate a working knowledge of all Compass Connections policies and procedures.

Skills

Required

• Fluency in English
• Strong listening skills
• Ability to remain calm under pressure
• Computer literacy

Preferred

• Fluency in Spanish

Benefits

• ALL Benefits available on the first day of employment.
• 100% employer-paid medical, dental, vision insurance
• Retirement plan options
• Additional employer sponsored benefits available
• Ask your recruiter for a complete overview of the benefits available to you.
• Hourly Rate: $25.00 - $31.50 an hour based on schedule and educational experience