Iowa Victim Service Call Center Advocate

Job Description Part-time every other Saturday, 5:30am-5:30pm and every other Sunday 9am-9pm (one 12 hour shift every weekend). Remote position with possible in-person training and staff meetings done in Sioux Center, IA (must be able to travel to Sioux Center, IA)

JOB TITLE:  Iowa Victim Service Call Center Advocate                      DEPARTMENT: Call Center

REPORTS TO:  Iowa Victim Service Call Center Supervisors

BENEFITS:  Part time position; Health, Dental & Vision Insurance, Vacation/Sick Leave, Simple IRA

PRIMARY OBJECTIVE OF THE JOB:

The Call Center Advocate is a member of the Iowa Victim Service Call Center Team. Call Center Advocate is responsible for responding to incoming calls from victims, survivors, advocates, general public, and service providers; and provides crisis intervention, safety planning, referrals, information and problem solving to callers.

This position requires a high level of empathy and sensitivity to all incoming inquiries.

AGENCY VALUES:

• Client Centered – Our clients come first. Meeting them where they are in their journey is a priority.  We will always carry our mission forward.
• Family – The greatest resource in carrying out our mission is our staff. Our work family positively supports each other and promotes self-care.
• Integrity – Honesty, transparency and accountability guide actions and decisions. Reliability preserves trust among clients and coworkers.
• Resilience – The ability to adjust and push forward in times of great difficulty. Able to identify, validate and address concerns.
• Synergy – Working collectively through positive collaboration. Considerate of others and use time, talent and treasure for the benefit of all. 
• Self-Awareness – Able to communicate personal limits and implement solutions. Positive contributor and empowered through a strong sense of role. 

DUTIES & RESPONSIBILITIES:

• Provide crisis intervention, safety planning, education, advocacy, and referrals telephone and digital contacts as appropriate in calm, professional manner.
• Maintain standards of conducts that are empowerment based and non-judgmental.
• Collect demographic information on all phone calls and client contacts.
• Maintain all documentation required:
  1. Collect and maintain statistical data and/or reports required by the Board, Director, funding sources, and any other monitoring agency.
  2. Submit necessary documents as required.
• Enter all client services and referrals into database, and assist program administration in keeping the database system updated.
• Refer clients to the service providers as appropriate.
• Participate in all evaluation efforts.
• Respond to contact/clients request for Victim Service materials (i.e. Brochures, flyers, posters, handouts, and other promotional materials).
• Assist in overall office administration and maintenance.
• Assist Supervisors and Coordinators in determining yearly goals and implementing active steps to achieve these goals.
• Participate in community outreach by developing and maintaining awareness of agency services, networking with area service providers, and eliciting support for the Family Crisis Centers through public speaking, working with local media, participation in community activities and fundraising.
• Identify potential volunteers and assist with staff/volunteer training.
• Provide public education about victimizations.
• Attend and participate in agency and staff meetings on a regular basis as appropriate.
• Complete the initial training and certification requirements, complete additional training as required, and maintain on-going certification requirements.
• Adhere to all Family Crisis Centers policies and procedures.
• Flexible work schedule.
• Other duties as assigned.

QUALIFICATIONS:

• College degree in social work or related field preferred or equivalent.  Professional and personal experience may substitute for educational requirements
• Excellent public speaking, verbal and written communication skills
• Excellent leadership and organizational/time management skills (i.e. goal oriented and self-starter, able to manage multiple projects, work independently, good stress management, etc.)
• Strong crisis intervention skills and ability to work with diverse groups of people
• Office skills, including computer literacy
• Willingness to work irregular and flexible hours including evenings, weekends and holidays
• A valid driver’s license and access to reliable vehicle with adequate car insurance

FCC is an equal opportunity employer. FCC is fair and impartial in all of its relations with its employees and applicants for employment and makes all employment related decisions without regard to race, creed, color, religion, sex, sexual orientation, gender identity, socio-economic status, parental responsibility, language, national origin, age, health status (including HIV-positive), physical or mental disability, or any other categories protected by federal, state, or local law.

Salary : $17 - $17