Lead Advocate Contact Center
On-siteSan Antonio, Texas, United States
San Antonio, Texas, United StatesOn-siteFull TimeSenior LevelMasters DegreeLarge
Full TimeSenior LevelMasters DegreeLarge
Job Summary
Manage calls, SMS, and chat interactions while ensuring team members meet federal and state regulatory guidelines and licensing standards. Lead weekly case reviews, document Critical Incident Reports, and sign client records in compliance with agency policies. Support staff through complex situations, monitor performance against programmatic goals, and implement safety protocols including emergency evacuations. Communicate crisis needs to the chain of command, maintain confidentiality, and contribute to needs assessments for continuous improvement. Work evenings, weekends, and holidays as required.
Required Qualifications
- Bachelor's or undergraduate degree from an accredited program or university, preferably in one of the following areas: social work, psychology, criminal justice, sociology, or related field of study
- 5 years of experience with Bachelor's degree
- 3 years of supervisory and case management experience in crisis response and hotline or victim service programs with master's degree
- Integrated Case Management certification
- First aid certification
- CPR certification
- Emergency behavior intervention certification
- Pass a pre-employment drug screen and random drug screens throughout employment
- Provide proof of work eligibility status upon request
- Pass a pre-employment and biennial criminal background checks
- Demonstrate mastery of comprehensive safety, resiliency, and mental health assessment
- Respond sensitively and competently to the service population's cultural and socio-economic characteristics
- Work collaboratively with other staff members, service providers and professionals
- Work in a fast-paced environment and maintain emotional control and professional composure at all times
- Maintain computer literacy required to meet the responsibilities of the position
- Work effectively and without intensive supervision both independently and as a member of a multidisciplinary team
- Demonstrate a working knowledge of all Compass Connections policies and procedures
- Receive an annual Influenza vaccination or obtain an approved exemption as a medical or religious accommodation
Desired Qualifications
- Graduate degree from accredited behavioral science program or university
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