Survivor Services Coordinator

Casa Myrna is Greater Boston’s foremost provider of solutions to end domestic and dating violence. The agency operates three residential programs in Boston for survivors and children made homeless by domestic violence and commercial sexual exploitation, a comprehensive range of advocacy and supportive services, and Safe Link, Massachusetts’ statewide 24/7 toll-free domestic violence hotline. Casa Myrna believes that every relationship should be safe and healthy and works to end domestic and dating violence through education, awareness, and prevention.

The Survivor Services Coordinator serves as a central point of access and coordination for survivors, community providers, and others seeking support from Casa Myrna. The Coordinator responds to inquiries and referrals received through the Community Helpline, walk‑ins, community partners, internal programs, and other entry points. Through trauma‑informed screening and assessment, the Coordinator identifies presenting concerns, evaluates urgency, risk, immediate needs, and initial eligibility for services, and determines the most approp­iate next response.

The Coordinator supports a clear, responsive, and respectful survivor experience by providing accurate information, communicating next steps, facilitating warm handoffs, and monitoring the status and outcome of referrals. The position requires a high level of assessment, crisis triage, and professional judgment. The Coordinator reports to the Senior Manager of Counseling and Community Advocacy and works closely with programs across the agency.

• Responds to and coordinates inquiries and requests for services received through the Community Helpline, walk‑ins, internal and external referrals, community providers, and other entry points.
• Conducts trauma‑informed screenings and needs assessments to understand each survivor’s presenting concerns, goals, current circumstances, and requested services while limiting unnecessary or repetitive retelling of traumatic experiences.
• Uses sound professional judgment to assess urgency, immediate safety concerns, risk factors, basic needs, and initial eligibility or fit for Casa Myrna’s services.
• Recognizes high‑risk, urgent, complex, or unclear situations and seeks consultation or escalates concerns to the supervisor or appropriate program leadership when additional review or immediate action is needed.
• Determines the appropriate initial response based on the survivor’s circumstances and goals, which may include immediate advocacy, safety planning, an internal referral, placement on a waitlist, connection to an external provider, or another identified next step.
• Provides brief, trauma‑informed and culturally responsive advocacy during the initial contact, including emotional support, safety planning, resource navigation, information about available services, and connection to urgent basic‑needs resources.
• Clearly communicates what Casa Myrna can and cannot provide, the next steps in the process, anticipated response timelines when known, and which staff member or program will be responsible for continued follow‑up.
• Facilitates warm and informed handoffs between survivors, Casa Myrna programs, Safe Link, and external providers to support continuity, reduce duplication, and prevent survivors from being redirected without a clear next step.
• Coordinates with program staff to clarify referral questions, provide relevant information, and support appropriate service connections while respecting each program’s responsibility for its own assessment, eligibility, and enrollment decisions.
• Maintains a centralized system for tracking incoming referrals, screening outcomes, outreach attempts, waitlists, internal and external service connections, and unresolved access concerns.
• Monitors the status and outcome of referrals to determine whether survivors were successfully contacted and connected, redirected to another resource, placed on a waitlist, declined for services, or unable to be reached.
• Conducts appropriate follow‑up when a referral remains unresolved or when the survivor has not received a clear response, helping to ensure that survivors…