Lead Advocate Contact Center

It's a great feeling to work for a company that does so much good for others around the world!

Academic Req: Required – Bachelor’s 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 Bachelor’s degree: 5 years of experience or with master’s degree: 3 years of supervisory and case management experience in crisis response and hotline or victim service programs.

Critical Action Items & Measurable Deliverables:

• Ensure team meets all federal and state regulatory guidelines and standards that are applicable to this
  
  
  

position.

• Ensure the unit manages calls & caseload in accordance with agency policies and procedures as well as
  
  
  

licensing and contract standards.

• Complete documentation and tracking for including Critical Incident Reports (CIR).
• Review cases weekly with assigned team and ensure quality service provision.
• Monitor team performance to achieve or exceed programmatic goals when possible and supportively correct
  
  
  

performance deficiencies.

• Assist contactors with complex situations.
• Participate in scheduled meetings and team decisions led by program operations.
• Participate in workshops, seminars, education programs and activities that promote professional growth and
  
  
  

development.

• 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.

• Review and sign clients’ records according to agency policies, procedures, and applicable licensing and
  
  
  

contract standards.

• Work evenings, weekends and holidays as needed or required by program leadership.
• Implement Compass Connections safety protocols including evacuating with children and other staff in
  
  
  

case of an emergency.

• Contribute to needs assessments and recommendations to improve performance.
• Communicate crisis and unmet needs immediately to the chain of command and ensure all reporting
  
  
  

protocols are followed.

• Maintain confidentiality in all areas of the service population and program operations.
• 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:

• Ensure that the unit members properly manage calls, SMS, Chat from contactors and other parties
  
  
  

completing service planning, referrals, and documentation accurately.

• Pay close attention to client safety and adequate crisis intervention service delivery.
• Communicates, assesses, and supports both staff and families effectively.
• Identify training needs, and actively develop staff to improve program outcomes and meet professional
  
  
  

goals.

• Meet face to face with each team member to provide the required supervision and participate in the
  
  
  

consultation sessions with direct supervisor.

• Guide the team to build and maintain community relationships among stakeholders and participate in local task forces and working groups as assigned.
• Meet all deadlines required by program leadership and federal partners.
  
  
  

Requirements:

• Pass a pre-employment drug screen and random drug screens throughout employment.
• Provide proof of work eligibility status upon request.
• Pass a pre-employment and biennial criminal background checks.
• Demonstrate mastery of comprehensive safety, resiliency, and mental health assessment.
• Demonstrate the ability to:
• Respond sensitively and competently to the service population’s cultural and socio- economic characteristics.
• Work collaboratively with other staff members, service providers and professionals.
• 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 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.

English (United States)

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, sex, or 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.

• Senior level