Position Summary:    The Community Advocate is primarily responsible for acting as the first contact for the public and incoming program participants at the Brentwood site, with one day per week working at the Rockville site.  The Community Advocate evaluates and accepts participants into a community based rapid re-housing program: Safe Homes Strong Communities; welcoming and orienting new residents to the program; providing crisis intervention and safety planning in person and over the phone; and developing an individualized intervention strategy, support system, and connection to programs.  In addition, this position is responsible for maintaining good relationships with area landlords and community resources.  Home visits are part of the job.  This position is key in setting a helpful, welcoming, and informed tone for each individual’s experience with us.  Participants in our programs are traumatized by the intimate partner violence they have experienced.  As such, the Community Advocate must be comfortable engaging traumatized people in a sensitive manner and must be comfortable working in a Voluntary Services program model.  In addition to client support, the Community Advocate is responsible for providing administrative assistance and support to the day to day office operations of the Brentwood Building, including answering the Site’s primary phone line and door; entering information into the Agency Client Database, putting together informational packets, scheduling, and handling all aspects of the mail; and distributing material assistance to eligible program participants.

Primary Responsibilities: 

• Provide six months of comprehensive and culturally sensitive coordination of services for a caseload of approximately 5 participants enrolled in the Safe Homes Strong Communities project, assessing needs, creating a comprehensive and culturally appropriate service plan with timeline for completion, coordinating with internal and external providers of services, and providing three months of follow up with participants after closing of case file. 

• Guide and support participants to increase self-sufficiency skills, safety, education on domestic violence, support network, and problem solving.  Educate immigrant participants on American processes and systems including teaching self-advocacy skills and advocating on behalf of participants when necessary to achieve participant goals.

• Works collaboratively with community partners to provide comprehensive and unduplicated services that maximize participant success.  Coordinates with program partners to ensure accurate and timely communication and documentation of work.

• Arrange for interpretation services as necessary.

• Visit participants in home environments that have been determined to be safe.

• Provide one on one counseling for participants in crisis and to help participants resolve conflict. Complete intakes for new group clients.

• Distribute material goods in accordance with program procedure such as clothing, bus tokens, and personal hygiene supplies.

• Assist Site Lead and Director in compiling necessary statistical data and narrative for grant reports and applications.

• Maintain an efficient, professional, and pleasant environment in front office and Waiting Area.  Screen and assist program participants, visitors, donors, and vendors for entry into the facility.  Enforce visitor confidentiality policy and donation policy.

• Provide visitors, program participants, volunteers and staff with information and resources (i.e., telephone usage, directions, sign-in, etc.) following security and confidentiality procedures.

• Take initiative and create systems that improve efficiency and effectiveness of administrative functioning of program. Provide a wide range of administrative functions including answering and routing phone calls, sorting and distributing mail, photocopying, faxing, filing, scanning, maintaining program records and administrative files, maintaining inventories and ordering office supplies/ building commodities, ensuring adequate supply of program forms, and running program related errands. 

• Update the shared calendar, assist with scheduling appointments, and distribute information and reference tools to staff.

• Stay up-to-date on what is currently going on throughout the Agency (i.e., meetings, trainings, etc. and where they are taking place.)

• Provide technical support and limited training to program staff on use of computer hardware and software, fax machine, copier, and other equipment, to resolve problems and upgrade skills. Troubleshoot office equipment problems, and arranging for and coordinating office equipment repair.   Liaison with HRM information technology staff on issues related to software and hardware problems.

• Complete routine data entry tasks efficiently and accurately.  Produce reports and maintain client files as required.

• Complete special projects and assist staff with time limited projects as appropriate.

• Maintain strict confidentiality with respect to victims, sensitive documents, and Manager level projects and communications.

• AA degree or HS Diploma and five years front office management experience required.
• Fluency in French, Arabic, or Urdu highly preferred.
• Excellent written and oral communication skills.
• Two years’ experience answering hotline or working in customer service. 
• High proficiency with computers including Windows, word processing, accurate and efficient use of databases, scheduling software, internet navigation, and social media.
• Demonstrated ability to multitask, organize work effort, and problem solve competing tasks and timelines independently.
• Knowledge and understanding of Intimate Partner Violence
• Knowledge of local human services programs/ agencies and housing resources.
• Excellent oral and written interpersonal skills with a strong ability to relate to a diverse range of individuals including victims, children, donors, business leaders, human service providers, and donors. Particular emphasis on communication over the telephone.
• Clean driving record, current state driver’s license, and reliable personal transportation.
• Must pass Criminal Background Check.
• Ability to maintain strict confidentiality and maintain good working relationships with all co-workers.