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Contact Center Advocate Level I 

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  

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 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 Level I Contact Center Advocate is part of the Contact Center team, and 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 Level I Contact Center Advocate assesses each victims situation relative to lethality, danger, and service needs to provide appropriate safety planning and referrals. The Level I Contact Center 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 services 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 an essential staff position, required to work in weather emergencies and holidays as needed. Contact Center staff are expected to be flexible, with up to 25% adjustment from regular work schedules at times to cover essential crisis services.


Standard Schedule: Varies (see below)

  Position 1: Tuesday - Saturday  12pm - 8pm  (rotating weekends)

  Position 2: Monday - Friday    8am - 4pm (rotating weekends)

Experience/ Requirements:

  • Bilingual fluency in English and Spanish (preferred)
  • 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.
COVID Policy Human Resources will maintain records of vaccination status, and this will not have any bearing on your employment.  
Benefits House of Ruth Maryland offers: Medical Insurance, Dental Insurance, Vision Insurance, Paid Time Off, Sick Leave, 403(b), and more.  
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.  

This position is currently accepting applications.

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