Customer Service Advocate

Position Summary: The Direct Service Advocate (DSA) provides trauma-informed, survivor-centered support to individuals and families impacted by domestic violence, sexual assault, stalking, and related forms of abuse. This position supports safe and responsive shelter operations while assisting participants with crisis intervention, advocacy, safety planning, resource navigation, and stabilization services. The DSA helps maintain a safe and supportive communal living environment and responds to participant needs with professionalism, compassion, and sound judgment. Responsibilities include participant engagement, crisis line support, intake and screening, documentation, facility support, group facilitation, and collaboration with internal and external service providers. This position requires strong interpersonal skills, emotional resilience, adaptability, and the ability to remain calm and effective in crises while maintaining participant confidentiality and professional boundaries. Minimum Qualifications A relevant associate’s degree from an accredited institution OR two (2) years of experience working in social services and/or with at-risk individuals; a bachelor’s degree in a relevant field, including human services, social work, psychology, or other related degrees, is preferred. Additional experience can be used in lieu of education on a year-for-year basis. Excellent written and verbal communication Computer proficiency and ability to utilize agency systems and databases Valid State of Alaska driver’s license OR be able to obtain one within thirty (30) days of hire Essential Functions Adhere to all agency policies, procedures, confidentiality standards, and mandatory reporting requirements Provide trauma-informed, survivor-centered services utilizing cultural humility, ethical communication, and professional boundaries Answer and respond to crisis line calls providing support, safety planning, de-escalation, information, and referrals Assist with participant screening, intake, orientation, and discharge processes Support participants in developing individualized safety plans, goals, and stabilization strategies Build respectful and supportive relationships with participants while promoting autonomy and empowerment Maintain accurate, timely, and complete participant documentation in accordance with agency policies, funding requirements, and applicable regulations Complete data entry, case notes, incident documentation, and statistical reporting within required timeframes Facilitate groups, educational activities, and supportive participant engagement opportunities Provide advocacy, resource navigation, systems support, and referrals to community resources Collaborate with internal teams and external partners to coordinate participant services and support continuity of care Monitor participant and facility safety and respond appropriately to crises, emergencies, conflicts, and behavioral concerns Respond to medical and safety emergencies, including providing trained emergency interventions such as first aid, CPR, AED, and Naloxone/Narcan administration as appropriate Conduct routine facility walkthroughs to maintain safety, cleanliness, and operational awareness Support communal living expectations and assist with conflict resolution and problem-solving amongst participants Assist participants with basic needs, including supplies, hygiene items, meals, donations, transportation coordination, and shelter resources Perform administrative and operational support tasks, including filing, phones, inventory support, cleaning tasks to maintain a healthy and sanitary living environment, and supply organization Participate in staff meetings, trainings, case coordination, and agency initiatives Support onboarding, mentorship, and training of new staff as assigned Provide participant transportation in agency vehicles for shelter-related needs, appointments, services, and other approved activities in accordance with agency policies and procedures Perform other related duties as assigned Program Focus Areas Adult Services Focus: Support participants in working towards individualized goals and case plans Facilitate psychoeducational and support groups for adult survivors Support participant stabilization, engagement, and transition planning Collaborate with internal and external providers regarding participant service needs Children’s Resiliency Focus: Provide trauma-informed and developmentally appropriate support to children and youth Facilitate children’s groups, resiliency activities, and parent-child engagement opportunities Support caregivers in strengthening protective factors and healthy family relationships Assist in identifying child and family needs as part of collaborative case planning Coordinate children’s activities, supplies, and age-appropriate resources Maintain activity records, reports, and program documentation related to children’s services Provide childcare support as necessary Wellness & Education Focus Facilitate wellness, life skills, psychoeducational, and prevention-focused groups and activities Support participants in developing healthy coping skills, routines, and self-advocacy strategies Encourage participant engagement in wellness-focused activities and community connections Provide opportunities for culturally relevant activities and community connections Support participant connections to spiritually-based supports identified by participants as meaningful and important to their healing and wellness Support a positive, respectful, and healing-centered environment Relief/On-Call Focus Provide flexible coverage across shelter and nonresidential programming as assigned Support continuity of services during staffing shortages, high-demand periods, and emergencies Maintain readiness to respond to participant needs across program areas Adapt to varying schedules, shifts, and program assignments based on agency needs Attend all mandatory training and meetings, including a quarterly Relief Staff meeting Relief/On-Call DSAs must meet the following expectations and performance standards: Relief must work a minimum of 30 hours a month Work one overnight shift per month, unless hours are not available Not eligible to work more than 28 hours per week regularly, or 1,200 hours annually, unless approved by HR Knowledge, Skills, and Abilities Required: Sound and logical judgment, critical thinking, and reasoning. Knowledge of trauma-informed care, crisis intervention, de-escalation, and survivor advocacy principles Ability to maintain professionalism, confidentiality, and appropriate boundaries in complex situations Consistently report to assigned shifts on time and prepared to perform job duties Internal motivation to complete tasks consistently without direct assignment Knowledge of community resources that are available to the population of AWAIC. Knowledge of crisis intervention, de-escalation, and prevention. High degree of sensitivity to and respect for diversity and cultural issues involved in working with individuals of varying ethnicities, spiritual beliefs, identities, and incomes. Dedication to maintaining a continued awareness of innovative service provision to AWAIC’s population. Ability to manage multiple tasks, prioritize responsibilities, and respond effectively in a fast-paced environment Ability to maintain accurate documentation and utilize databases and office software Consist #J-18808-Ljbffr