Advocate Contact Center

Compass Connections • San Antonio, TX

1d

About The Position

Compass Connections is hiring compassionate, dependable call center Advocates to provide support to people seeking help, including individuals contacting the National Human Trafficking Hotline. Advocates respond to calls, texts, and chats from across the United States, listen to callers, provide information, assess immediate safety needs, and connect people with resources and services based on their needs and choices. The role provides compassionate, trauma-informed support and includes crisis calls, referrals, service planning, documentation, and coordination with stakeholders. The position requires maintaining confidentiality, accurate case records, professional and ethical conduct, and compliance with applicable regulations, agency policies, licensing requirements, and contract standards. Advocates must work evenings, weekends, and holidays as needed or requested by their supervisor. The hourly rate is $25.00–$31.50, based on schedule and educational experience. A bachelor’s or undergraduate degree from an accredited program is required, preferably in a relevant field, or three years of relevant experience may substitute. One year of related experience is preferred. English fluency is required; Spanish fluency is preferred.

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, at least three years of relevant experience may be substituted for the degree.
• 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.
• Respond sensitively and competently to the cultural and socioeconomic characteristics of the service population.
• Work collaboratively with staff members, service providers, and other professionals.
• Work in a fast-paced environment while maintaining emotional control and professional composure.
• Maintain computer literacy sufficient to fulfill the position’s responsibilities.
• Work effectively without intensive supervision, both independently and as part of a multidisciplinary team.
• Demonstrate working knowledge of Compass Connections policies and procedures.
• Receive an annual influenza vaccination or obtain an approved medical or religious accommodation; new hires must provide proof.
• Be authorized to work for any employer in the United States; the employer cannot sponsor or take over sponsorship of an employment visa.

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

• Answer incoming calls, texts, and chats promptly and professionally.
• Assess caller risk, determine immediate safety needs, and continually monitor changes in behavior or circumstances that could affect safety.
• Connect people with appropriate resources and services based on their needs and choices.
• Maintain a caseload in accordance with agency policies, licensing requirements, and contract standards.
• Provide feedback and support to crisis line staff to promote appropriate responses, address individuals’ needs, and conduct follow-ups as needed.
• Compile, prepare, submit, and maintain accurate records, files, forms, statistics, and other required information.
• Coordinate referrals, service planning, and documentation for assigned cases.
• Act as a liaison with stakeholders, including law enforcement, emergency services, and service providers.
• Accept crisis calls and provide support to families in crisis.
• Participate in weekly in-person or virtual consultation with the supervisor.
• Meet deadlines established by the program supervisor and federal partners.
• Participate in workshops, seminars, educational programs, and other professional development activities.
• Meet applicable federal and state regulatory guidelines and standards.
• Implement Compass Connections safety protocols, including evacuating with children and other staff in an emergency.
• Maintain confidentiality in all areas of service population and program operations.
• Follow Compass Connections professional and ethical standards, demonstrate respect for staff, service population, and community members, and comply with the required dress code.
• Work evenings, weekends, and holidays as needed or requested by the position supervisor.

Benefits

• Benefits available on the first day of employment.
• 100% employer-paid medical, dental, and vision insurance.
• Retirement plan options.
• Additional employer-sponsored benefits; applicants may ask their recruiter for a complete overview.

What This Job Offers

• Job Type: Full-time