Advocate Contact Center

Compass Connections•San Antonio, TX

About The Position

Compass Connections is hiring compassionate and dependable Advocates to support people contacting the National Human Trafficking Hotline. Advocates respond to calls, texts, and chats from across the United States, listen to individuals’ concerns, provide information, assess needs, and connect people with resources and services based on their choices. The role provides compassionate, trauma-informed support to individuals and families in crisis. Advocates work in a fast-paced environment and must remain calm, professional, and emotionally composed while collaborating with staff and outside professionals. The hourly rate is $25.00–$31.50, based on schedule and educational experience. Fluency in English is required; Spanish fluency is preferred. A bachelor’s or undergraduate degree from an accredited program or university is required, preferably in social work, psychology, criminal justice, sociology, or a related field. A minimum of three years of relevant experience may substitute for the degree. One year of related experience or training in crisis intervention, advocacy, or a related area is preferred. First aid, CPR, and emergency behavior intervention certifications are listed. Employees must pass a pre-employment drug screen and random drug screens during employment, provide proof of work eligibility upon request, and pass pre-employment and biennial criminal background checks. Employees must receive an annual influenza vaccination or obtain an approved medical or religious exemption and provide proof. Applicants must be authorized to work for any U.S. employer; visa sponsorship is not available. Benefits are available on the first day of employment and include 100% employer-paid medical, dental, and vision insurance, retirement plan options, and additional employer-sponsored benefits.

Requirements

Fluency in English.
A bachelor’s or undergraduate degree from an accredited program or university, preferably in social work, psychology, criminal justice, sociology, or a related field; alternatively, a minimum of three years of relevant experience in lieu of a degree.
Ability to respond sensitively and competently to the cultural and socioeconomic characteristics of the service population.
Ability to work collaboratively with staff, service providers, and professionals.
Ability to work in a fast-paced environment while maintaining emotional control and professional composure.
Computer literacy sufficient to meet the responsibilities of the position.
Ability to work effectively without intensive supervision, both independently and as part of a multidisciplinary team.
Working knowledge of Compass Connections policies and procedures.
Pass a pre-employment drug screen and random drug screens during employment.
Provide proof of work eligibility status upon request.
Pass pre-employment and biennial criminal background checks.
Receive an annual influenza vaccination or obtain an approved medical or religious exemption and provide proof.
Be authorized to work for any employer in the United States; visa sponsorship is not available.

Nice To Haves

Fluency in Spanish.
One year of related experience and/or training, including experience in crisis intervention, advocacy, or a related area.
First aid, CPR, and emergency behavior intervention certifications.

Responsibilities

Meet applicable federal and state regulatory guidelines and standards.
Answer incoming contacts promptly and professionally.
Assess caller risk and determine immediate safety needs.
Connect contactors with appropriate resources.
Maintain a caseload 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 changes in behavior, circumstances, or conditions that may affect safety.
Provide feedback and support to crisis line staff to ensure appropriate responses, address individuals’ needs through suitable supports, and conduct follow-ups as needed.
Compile, prepare, submit, and maintain accurate records, files, forms, statistics, and other information in accordance with agency policies, licensing, and contract requirements.
Work evenings, weekends, and holidays as needed or requested by the position supervisor.
Implement Compass Connections safety protocols, including evacuating with children and other staff in an emergency.
Maintain confidentiality in all areas of the service population and program operations.
Follow Compass Connections professional and ethical standards, show respect for agency staff, the service population, and community members, and comply with the required dress code.
Coordinate referrals, service planning, and service documentation for an assigned caseload.
Act as a liaison with stakeholders, including law enforcement, emergency services, and service providers.
Accept crisis calls and support families in crisis.
Participate in weekly face-to-face or virtual consultation with the supervisor.
Meet deadlines required by the program supervisor and federal partners.