Bilingual Contact Center Advocate

1 month ago

Baltimore, United States Maryland Nonprofits Full time

Position Summary: The Level I Contact Center Advocate provides world-class, trauma-informed customer service to individuals contacting House of Ruth Maryland via our 24/7 crisis hotline or online chat. The Advocate is responsible for ensuring that every contact – both victims and community members supporting victims - are offered the support, information, referral, crisis intervention counseling, and safety planning consistent with HRM standards. When individuals contact HRM, they present as scared, hopeful, worried, angry, concerned, and hurt. The Advocate assesses each victim’s situation relative to lethality, danger, and service needs to provide appropriate safety planning and referrals. The Advocate is an empathetic problem-solver, who exercises superior communication and interpersonal skills when interacting with contacts, and is a skilled professional with excellent crisis intervention and customer service skills. The Advocate is responsible for developing professional working relationships with their teammates, other HRM programs, and internal and external staff members to ensure the timely, effective, and seamless provision of services. This position is a full-time member of the Contact Center team and is considered a vital staff position, required to work during weather emergencies and holidays and participate in the monthly weekend shift rotation schedule as needed. Contact Center staff are expected to be flexible, with up to 25% adjustment from their regular work schedules to cover essential crisis services. Primary Responsibilities: Interfaces with victims, survivors, and community members to provide trauma-informed crisis intervention, safety planning, resource referral, and advocacy services to remedy domestic violence, sexual assault, and other social problems unique to victims within Baltimore and the surrounding area. Maintains departmental quality assurance standards and trauma-informed principles during live responses to incoming calls, chats, and walk-in contacts during designated shifts. Attends department-specific training and meetings to maintain knowledge of advocacy best practices, internal and external resources for clients, and community resources and trends. Demonstrates inclusiveness during interactions with differently-abled persons and individuals with varied sexual, gender, racial, ethnic, cultural, and socioeconomic backgrounds. Provides resources and facilitates a “warm handoff” during referrals to other agencies on behalf of callers seeking access to external recovery services. Advocates on behalf of high-risk clients to internal stakeholders across programs to facilitate emergency housing options, including emergency shelter and hotel stays. Performs daily data entry to document each contact and other administrative tasks as needed for essential Contact Center or site functions. This may include filing call reports, organizing call center spaces, responding to voicemails, etc. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Authority: Makes decisions and facilitates connections to HRM programs and services. Locates and shares information on community resources. Accountable for all aspects of caller requests. Accountable to the Contact Center Lead for direct supervision and Department Manager for oversight. Measures of Success and/or Accountability: Meets program quality and service targets; meeting deadlines for data entry efforts and reports. Callers are well educated on intimate partner violence and all available services. Callers are connected to appropriate services in a timely and efficient manner. Ensures all overnight callers who need follow-up service are appropriately referred for that service. Experience/Requirements: Bilingual fluency in English and Spanish. High School Diploma/GED. One year of paid or voluntary experience in either call center, customer service, retail, hospitality, or work with vulnerable populations required. Phone or chat-based experience is highly preferred. Demonstrated ability to work quickly and calmly in a crisis required. Demonstrated ability to make decisions that de-escalate conflict and resolve a crisis effectively required. Excellent oral and written interpersonal skills with a solid ability to relate to various individuals, including victims, children, donors, business leaders, and human service providers. Particular emphasis on communication over the telephone and computer. Demonstrated ability to work independently and juggle multiple competing tasks and timelines required. Must pass Criminal Background Check. Highly Preferred Qualities: Knowledge and understanding of intimate partner violence. Knowledge of local human services programs/agencies and housing resources. Knowledge or ability to learn database management systems. Demonstrates personal traits consistent with victim advocates, including active communication, empathy, trauma-informed care practices, and service coordination. #J-18808-Ljbffr

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