Advocate Contact Center

Compass Connections•San Antonio, TX

About The Position

The advocate is responsible for responding to incoming calls, texts, chats, emails, and online communications from individuals affected by human trafficking, service providers, and the general public. This role provides crisis intervention, safety planning, resource referrals, law enforcement coordination, and accurate reporting in a trauma-informed, culturally sensitive manner. To successfully perform this job, the employee may be expected to perform the following, with or without reasonable accommodations in accordance with eh Americans with Disabilities Act of 1990:

Requirements

Highschool diploma or equivalent
First aid, CPR, Emergency behavior intervention certifications
Maintain current certificates required for the position including but not limited to: First Aid, CPR, Emergency Behavior Intervention, and Other
Pass a pre-employment drug screen and random drug screens and maintain emotional control and professional composure at all times.
Provide proof of work eligibility status upon request.
Pass pre-employment and biennial criminal background checks.
Respond sensitively and competently to the service population’s characteristics.
Communicate effectively in writing and verbally in English and Spanish, if applicable.
Work in a fast-paced environment and maintain emotional control and professional composure at all times.
Maintain computer literacy required to meet the responsibilities of the position.
Work effectively and without intensive supervision both independently and as a member of a multidisciplinary team.
Demonstrate a working knowledge of all National Human Trafficking Hotline policies and procedures.
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Nice To Haves

4-year 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.
Experience working with high-risk/vulnerable populations and crisis interventions.
Previous call center experience, case management, or intake would be ideal.

Responsibilities

Answer and respond to hotline calls, texts, chats, and online inquiries in a timely and professional manner.
Assess immediate needs and connect individuals to appropriate local, state, and national resources.
Conduct trauma-informed screenings to identify potential human trafficking situations.
Provide crisis intervention, emotional support, and safety planning.
Maintain accurate, detailed, and confidential documentation of all interactions, while upholding ethical standards.
Participate in weekly face to face or online supervision with the supervisor.
Follow mandated reporting requirements and organizational protocols.
Participate in ongoing training related to human trafficking, crisis response, and victim services.
Communicate effectively in writing and verbally in English and Spanish, if applicable.
Meet all federal and state regulatory guidelines and standards that are applicable to this position.
Maintain active engagement across multiple communication channels.
Participate in workshops, seminars, education programs, and other activities that promote professional growth and development.
Demonstrate trauma-informed and victim-centered communication.
Work evenings, weekends, and holidays as needed or requested by position supervisor.
Complete 100% of case notes within the same shift.
Follow mandatory reporting laws and internal protocols.
Communicate critical incidents promptly and appropriately.
Maintain confidentiality in all areas of the service population and program operations.