Lead Advocate Contact Center

Its 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. Thats 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.

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.

Language Requirement: Fluency in English is required. Fluency in Spanish is preferred.

Academic Req: Required Bachelors or undergraduate degree from an accredited program or university preferably in one of the following areas: social work psychology criminal justice sociology or related field of study; Strongly Preferred Graduate degree from accredited behavioral science program or university

Certifications: Integrated Case Management First aid CPR Emergency behavior intervention

Work experience: Required With Bachelors degree: 5 years of experience or with masters degree: 3 years of supervisory and case management experience in crisis response and hotline or victim service programs.

Critical Action Items & Measurable Deliverables:
1. Ensure team meets all federal and state regulatory guidelines and standards that are applicable to this
position.
2. Ensure the unit manages calls & caseload in accordance with agency policies and procedures as well as licensing and contract standards.
3. Complete documentation and tracking for including Critical Incident Reports (CIR).
4. Review cases weekly with assigned team and ensure quality service provision.
5. Monitor team performance to achieve or exceed programmatic goals when possible and supportively correct performance deficiencies.
6. Assist contactors with complex situations.
7. Participate in scheduled meetings and team decisions led by program operations.
8. Participate in workshops seminars education programs and activities that promote professional growth and development.
9. Compile prepare submit and maintain accurate records files forms statistics and additional information in accordance with agency policies licensing and/or contract requirements. Also ensure team members reports submitted are in compliance.
10. Review and sign clients records according to agency policies procedures and applicable licensing and contract standards.
11. Work evenings weekends and holidays as needed or required by program leadership.
12. Implement Compass Connections safety protocols including evacuating with children and other staff in case of an emergency.
13. Contribute to needs assessments and recommendations to improve performance.
14. Communicate crisis and unmet needs immediately to the chain of command and ensure all reporting protocols are followed.
15. Maintain confidentiality in all areas of the service population and program operations.
16. 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.

Other Responsibilities:
1. Ensure that the unit members properly manage calls SMS Chat from contactors and other parties
completing service planning referrals and documentation accurately.
2. Pay close attention to client safety and adequate crisis intervention service delivery.
3. Communicates assesses and supports both staff and families effectively.
4. Identify training needs and actively develop staff to improve program outcomes and meet professional
goals.
5. Meet face to face with each team member to provide the required supervision and participate in the
consultation sessions with direct supervisor.
6. Guide the team to build and maintain community relationships among stakeholders and participate in local task forces and working groups as assigned.
7. Meet all deadlines required by program leadership and federal partners.

Requirements:
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.
4. Demonstrate mastery of comprehensive safety resiliency and mental health assessment.
5. Demonstrate the ability to:
a. Respond sensitively and competently to the service populations cultural and socio- economic 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.
6. Demonstrate a working knowledge of all Compass Connections policies and procedures.

Compass Connections is committed to following immunization recommendations produced by the U.S. Centers for Disease Control (CDC). As such our company policy requires that all employees must receive an annual Influenza vaccination or obtain an approved exemption as a medical or religious accommodation. This is a condition of employment and all new hires will be responsible for providing proof.

If you like to work with people that believe they can make a difference in the world this is the company for you!

EEO Statement

In accordance with Title VII of the Civil Rights Act of 1964 and other applicable federal and state laws (e.g. the Age Discrimination in Employment Act (ADEA) and the Americans with Disabilities Act (ADA) it is our policy to provide equal employment opportunity and treat all employees equally regardless of race religion national origin color sexor any other classification made unlawful or prohibited by federal state and/or local laws such as age citizenship status veteran or military status or disability. This policy applies to all terms and conditions of employment including hiring promotion demotion compensation training working conditions transfer job assignments benefits layoff and termination.

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.