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Lead Contact Center Advocate 

Position Lead Contact Center Advocate  
Location Admin Building  
Department Survivor Engagement  
Full-Time/Part-Time Full-Time  
Job Type Regular  
Level of Education Bachelors degree plus two years experience may substitute.  
Shift Rotating  

Why work at House of Ruth Maryland?

At House of Ruth Maryland, you have the ability to expand your knowledge, promote change, and work alongside career-oriented individuals while unleashing your own potential. We foster an environment of mutual respect, curiosity, and endless opportunities. So what are you waiting for?? Come join us and become a part of something special!

Position Summary: The Contact Center provides the first and often only contact that many individuals have with The House of Ruth Maryland (HRM), including those persons experiencing intimate partner and sexual violence (IPSV). The Lead Contact Center Advocate is primarily responsible for the day-to-day oversight of the staff that answer the 24/7 hotline, the chat line, and several other forms of electronic communication. The Lead is responsible for ensuring that persons experiencing IPSV, loved ones, and community members contacting HRM are offered support, information, referrals, crisis intervention counseling, and safety planning, consistent with HRM and evidence-based best practices and standards. The Lead understands the dynamics of IPSV and has advanced crisis intervention and problem-solving skills necessary to show empathy, respect, and patience with each contact.

The Lead is responsible for knowledge of best practices within the agency to screen contacts for lethality and address the individualized services needs of communications. The Lead uses unbiased and trauma-informed assessments to approve client entry to HRM emergency services and demonstrates understanding to callers of different cultural, socioeconomic, and religious backgrounds; and gender/sexual orientations. The Lead must have a firm grasp of trauma, the effects, and engaging traumatized people and must be comfortable working in a Voluntary Services program model. In this context, the Lead is responsible for developing an excellent working relationship both within HRM and outside of HRM, for ensuring the timely, effective, and seamless provision of services to all contacts seeking assistance, information, or referral. Maintaining current and up-to-date community resources, communication, and partnership with Contact Center Leadership are all vital functions of this position.

Standard Schedule: This Lead supervises up to 10 staff working late evenings and overnight hours and is responsible for establishing effective communication systems and coverage calendars to ensure continuous staffing to meet the needs of vulnerable populations. Regular hours for this position are Monday- Friday, 8:00 am-4:00 pm, with one Sunday and one Saturday shift per month; however, this position is classified as an essential staff position, and as a part of the Contact Center leadership team, responsibility for 24/7 coverage of the hotline, and flexibility to work some holidays, weekends, overnight, and evening hours will be required as needed during times of crisis. The primary position location is in Baltimore City; however, the Lead may travel about 25% between HRM service sites. Due to the ongoing pandemic, this position works on a modified onsite schedule which includes three days in the office and two days of telework as required per the discretion of the Contact Center Director.

Primary Responsibilities:

  • Shares responsibility with Contact Center staff for live response to calls, chats, and walk-ins, answering a minimum of 25 hours per week of a hotline or Chat line shifts as required.
  • As part of the Contact Center Leadership, rotates weekly on-call responsibilities. 8 am-11:59 pm daily, coordinating the Hotline functions, flow, shifts, and emergency troubleshooting.
  • In conjunction with Contact Center leadership, directs, manages, oversees, and hires Contact Center staff; oversees and coordinates work allocation, training, supervision, and performance evaluation of the team and ensures that all work related to timely, accurate, and effective delivery of services is completed.
  • Meets weekly with direct reports for a one-on-one check-in, or a team meeting, to provide feedback and coaching.
  • Coordinates the 24-hour hotline and Chat line scheduling, conducts monthly New Hire Contact Center training and continued education on response protocols/standards and quality assurance monitoring.
  • Provides crisis intervention, empathy, and culturally specific support to victims at risk of serious injury from intimate partner violence.
  • Co-facilitates community training, such as the Friends and Family educational support group.
  • Monitors resource materials monthly to ensure they are accurate and up to date.
  • Participates in and runs staff team meetings to share resource information.
  • Responsible for regular written and verbal communication regarding scheduling and programmatic updates.
  • Provides timely and accurate data entry related to each contact answered. When necessary, enter documentation of calls responded to by staff into appropriate systems.
  • Assists with data entry of all Contact Reports in a proprietary database system (ETO) and is responsible for access to calls, chats, and voicemails they attend to. Assists with outreach calls and data entry for Lethality Assessment Program as needed. All entries are to be completed on a timely basis, usually within 24 hours of receipt.
  • Coordinates use of Language Line for callers that speak a language other than English and routes calls to Highland town staff for callers interested in receiving services at the Highland town location.
  • Provides quality control assurances by listening to calls, reviewing chats, and providing feedback to the Contact Center manager regarding the quality, appropriateness, and professionalism of response or follow-up of other Contact Center staff. Ensures data quality and monitors for accuracy, timeliness, and completeness.
  • Respond to or delegate requests received through voicemail, HRM Website, Info Line, and social media.
  • Works across programs and as part of a team to assist with other victim-serving HRM programs to ensure seamless delivery of services. For example, coordinating requests from the Hotline to the Outreach team for intakes throughout Baltimore City, assisting with Shelter coverage, assisting with Victim Coordinated Entry, etc.
  • Supports Spanish-speaking victim access at the Highland town office through coordinated Spanish-speaking staff schedules for rotating coverage and triage services at this site.

Experience/ Requirements:

  • Four years’ experience in crisis intervention, call centers, victims services, outreach work, or case management. A bachelor’s degree plus two years of experience may substitute.
  • One year of formal or informal supervisory or leadership experience.
  • Demonstrated ability to provide leadership that enables staff to meet goals consistently.
  • Demonstrated ability to make decisions that effectively de-escalate conflict and resolve a crisis.
  • Ability to work independently required.
  • Demonstrated ability to work quickly and calmly in a crisis.
  • 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.
  • Flexibility in scheduling to work non-standard hours as needed and required.
  • Oral fluency in English and Spanish is a plus.
  • Experience in working successfully across departments/ teams to achieve objectives preferred.
  • Expertise in the field of Intimate Partner Violence preferred.
  • Ability to organize information and present it to a wide variety of audiences preferred.
  • Knowledge of local human services programs/ agencies and housing resources preferred.
  • High degree of accuracy and attention to detail.
  • Must pass Criminal Background Check
COVID Policy Human Resources will maintain records of vaccination status, and this will not have any bearing on your employment.  
Benefits Medical Insurance, Prescription Plan, Dental Insurance, Vision Insurance, Paid Time Off, Life Insurance Retirement Savings and Planning, Employee Assistance Program  
EOE Statement House of Ruth Maryland is an equal opportunity employer that is 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.  

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