Bilingual Customer Support Advocate I

2 weeks ago

Baltimore, Maryland, United States House of Ruth Full time
Position
Bilingual Contact Center Advocate Level I

Location
Admin Building

Department
Survivor Engagement

Full-Time/Part-Time
Full-Time

Job Type
Regular

Level of Education
High School Diploma; GED

Shift
Various Shifts

Overview:

Why choose House of Ruth Maryland?

At House of Ruth Maryland, we provide an opportunity to enhance your skills, drive positive change, and collaborate with dedicated professionals while realizing your potential. We cultivate a culture of respect, curiosity, and abundant opportunities.

Position Summary: The Level I Contact Center Advocate delivers exceptional, trauma-informed customer service to individuals reaching out to House of Ruth Maryland through our 24/7 crisis hotline or online chat. As a vital member of the Contact Center team, the Advocate ensures that every interaction—whether with victims or community supporters—receives the necessary support, information, referrals, crisis intervention counseling, and safety planning in line with HRM standards.

When individuals reach out, they may express feelings of fear, hope, worry, anger, concern, and pain. The Level I Contact Center Advocate evaluates each victim's circumstances regarding lethality, danger, and service requirements to provide suitable safety planning and referrals. This role requires an empathetic problem-solver who demonstrates excellent communication and interpersonal skills while engaging with contacts, alongside strong crisis intervention and customer service capabilities. The Advocate is also responsible for fostering professional relationships with teammates, other HRM programs, and both internal and external personnel to ensure the efficient and effective delivery of services.

This position is a full-time role within the Contact Center team and is classified as essential staff, necessitating work during weather emergencies and holidays as required. Contact Center personnel are expected to be adaptable, with potential adjustments to regular work schedules to cover critical crisis services.

Standard Schedule: Tuesday - Saturday 12 pm - 8 pm

COVID Policy: House of Ruth is committed to maintaining a safe and healthy work environment for our staff, clients, and the public. Proof of vaccination against COVID-19 or weekly proof of a negative COVID-19 test will be required.

Key Responsibilities:
  • Engages with victims, survivors, and community members to provide trauma-informed crisis intervention, safety planning, resource referrals, and advocacy services addressing domestic violence, sexual assault, and other social issues affecting victims in Baltimore and surrounding areas.
  • Upholds departmental quality assurance standards and trauma-informed practices during live responses to incoming calls, chats, and walk-in inquiries during designated shifts.
  • Participates in department-specific training and meetings to stay informed about advocacy best practices, internal and external resources for clients, and community trends.
  • Exhibits inclusivity during interactions with individuals of diverse abilities and varied sexual, gender, racial, ethnic, cultural, and socioeconomic backgrounds.
  • Facilitates resource access and ensures a smooth transition during referrals to other agencies for callers seeking external recovery services.
  • Advocates for high-risk clients with internal stakeholders across programs to secure emergency housing options, including shelters and hotel accommodations.
  • Conducts daily data entry to document each interaction and perform other administrative tasks essential for Contact Center operations, such as filing reports and organizing call center spaces.
Benefits:
Medical insurance, prescription plan, dental insurance, vision insurance, life insurance, retirement plan, mental health and wellness program & Employee Assistance Program (EAP)

EOE Statement:
House of Ruth Maryland is an equal opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, veteran status, or any other protected characteristics as outlined by federal, state, or local laws.

This position is currently accepting applications.

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