Crisis Response Program Manager

• Base Pay $60,000.00 - $70,000.00 / Year
• Employee Type Full Time Exempt
• Manage Others Yes

The Crisis Response Manager oversees the daily operations of House of Ruth Maryland’s Crisis Response programs, including the 24/7 Hotline, Chat line, walk-in triage, Victim Coordinated Entry (VCE), and the Lethality Assessment Program (LAP). This role is central to ensuring trauma-informed, survivor-centered, and culturally responsive services for individuals impacted by intimate partner violence. As a leader in the Crisis Response team, the Manager supervises and supports staff providing crisis response, including high-quality intervention, safety planning, resource navigation, and emotional support.

The Manager maintains smooth operations, supports cross-program collaboration, evaluates lethality, triages service needs, and fosters strong community partnerships.

The Manager plays a vital leadership role in crisis protocol development, serves as a backup to the Associate Director, and models the consistent use of trauma-informed, voluntary, and culturally competent practices across all Crisis Response programs. The Manager must demonstrate strong crisis intervention skills, emotional intelligence, problem-solving ability, and a deep understanding of the dynamics and complexities of intimate partner violence (IPV), the long-term impacts of trauma, and a firm commitment to equity.

The Manager also understands program budgets and grant funding requirements to ensure compliance with agency policies and funder expectations.

This position is based at House of Ruth Maryland’s main administrative office in Baltimore City and requires in-person presence at least 85% of the time. The Manager may travel locally up to 15% of the time to HRM service sites and client locations as needed. The Manager and 24/7 Hotline staff are considered essential personnel and are expected to report during weather-related emergencies.

The Manager may also be required to cover off-schedule or holiday shifts and is responsible for coordinating and participating in on-call and backup coverage for 24/7 crisis response services.

• Supervise, train, and evaluate Hotline, VCE, and LAP staff; foster a supportive and accountable team culture.
• Manage day-to-day operations of the Hotline, Chat line, walk-in services, LAP, and VCE processes.
• Provide direct crisis support through shared coverage of hotline/chat line shifts, ensuring consistent service delivery and compassionate survivor engagement (minimum 25 hours per week).
• Oversee the assessment and distribution of emergency assistance, including eviction prevention, utility, food, relocation, and transportation support.
• Maintain relationships with landlords and community partners to increase survivor access to housing and resources.
• Lead monthly scheduling of Hotline shifts and on-call rotations to ensure 24/7 coverage.
• Ensure accurate, timely data entry and documentation in ETO; monitor service quality, call data, follow-ups, and outcomes for reporting and improvement.
• Approve client access to internal services including shelter, hotel placement, and emergency assistance per agency policy.
• Ensures grant compliance and fiscal accountability by aligning program activities and expenditures with approved budgets, resulting in accurate reporting, efficient use of resources, and sustained funding.
• Lead and participate in team meetings including VCE Case Review, Shelter Case Review, and Hotline huddles.
• Coordinate with HRM departments and external providers to ensure seamless referrals and service connections.
• Support outreach and data entry for the Lethality Assessment Program.
• Lead or co-facilitate staff meetings, support groups, and…