Position Summary:
The Contact Center Relief Advocate is full time flexible position designed to provide a broad range of coverage for the Contact Center Programs of the House of Ruth Maryland, including the 24/7 Hotline and Chatline, Administrative Front Desk, and the LAP Outreach Program. This position provides coverage for planned and unplanned shifts. In addition to coverage tasks, this position 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. The Contact Center Relief Advocate is a flexible, energetic problem solver who exercises initiative to help each contact. They are skilled professional with excellent customer services skills and must have the maturity and skills to work with people from economically and culturally diverse backgrounds in many different capacities.
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: This position requires open availability. The primary schedule is listed below, but the Contact Center Relief Advocate provides as-needed coverage for 24/7 shifts. Hours may include weekdays/ nights, weekends, and overnights, weather emergencies and holidays. Schedule is set two weeks at a time, based on planned absences, though 10% of schedule may be requests to cover emergencies and unexpected absences.
Monday
9am-5pm
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Tuesday
9am-5pm
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Wednesday
9am-5pm
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Thursday
9am-5pm
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Friday
9am-5pm
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Primary Responsibilities:
· Provides relief coverage for overnight, daytime, evening and weekend shifts.
· Provides relief and back-up coverage for LAP Outreach Program and Administrative Front Desk when needed.
o Administrative front desk responsibilities
o Outreach calls to victims
o Data entry
· Primarily responsible for providing excellent customer service and trauma-informed live responses to incoming calls, chats, and walk-in contacts during designated shifts.
· Ensures that all communications are answered in a timely manner, with minimal or no abandonment.
· Provide crisis intervention, safety planning, resource referral, and proactive advocacy to victims, as well as their families, friends and the community in general
· Attends internal and external meetings and trainings to ensure up to date understanding of agency and community resources and response strategies.
· Communicates openly and honestly, working as a team with other staff, and demonstrating a positive, solution oriented attitude when working with contacts and colleagues.
· Provides compassion, support, patience, information and referral to all victims, families, friends, professionals, donors, and other individual contacts during designated shifts.
· Perform timely data entry related to each contact, as well as other administrative tasks as-needed for essential Contact Center or site functions. This may include filing call reports, organizing call center spaces, responding to voicemails, etc.
· Provides relief and back-up coverage in emergency and urgent situations between essential assigned sites if required.
· Assists Contact Center Manager in facilitating trainings and call listening sessions with new staff.
· Responds to requests received through the HRM Website, Info Line, and social media.
· Monitors resource materials monthly to ensure they are accurate and up to date.
· Primary responder to walk-ins.
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time
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 characteristic as outlined by federal, state, or local laws