Crisis Services Specialist

Description

YWCA Dayton, a 24-hour organization dedicated to the elimination of racism and the empowerment of women, seeks an energetic, dedicated person to be an integral part of our team. The Crisis Services Program Specialist is an Exempt-level position working 40 hours weekly, Monday through Friday from 9:00 AM–5:30 PM, with flexibility to provide additional crisis services or shelter support as operational needs require.

The Crisis Services Program Specialist reports to the Director of Data Services and Compliance and plays a vital role in providing compassionate, trauma-informed care and support to individuals experiencing crisis. This position provides direct crisis-line response while supporting the day-to-day operation of the crisis hotline, data collection and information systems, program reporting, and continuity of crisis services.

The Specialist is responsible for responding to individuals seeking crisis services, assessing immediate needs, providing appropriate crisis intervention and referrals, and ensuring accurate documentation of services. Working closely with the Director of Data Services and Compliance, the position reviews and analyzes information collected across scheduled crisis-line shifts, monitors data quality and completeness, develops required reports, identifies trends or service gaps, and supports accurate and timely program reporting.

As part of a 24-hour crisis services operation, the Specialist may also provide direct shelter support when staffing or operational needs require additional coverage. This person is dedicated and demonstrates compassion, sound judgment, professionalism, and a commitment to the vision, mission, and values of YWCA Dayton.

• Provide direct crisis-line coverage during assigned working hours and respond to individuals experiencing crisis using trauma-informed and survivor-centered practices.
• Assess immediate needs and safety concerns and determine appropriate interventions, resources, referrals, and next steps within established program protocols.
• Utilize proven crisis intervention and de-escalation techniques while maintaining composure, empathy, and appropriate professional boundaries.
• Recognize complex or high-risk situations requiring additional intervention and determine when escalation to appropriate leadership or emergency resources is necessary.
• Provide accurate information regarding YWCA Dayton programs and available community resources.
• Complete required documentation following crisis-line contacts accurately and within established time frames.
• Maintain confidentiality and appropriately safeguard sensitive client information.

• Support the day-to-day operation and continuity of the crisis hotline.
• Review information and documentation received from scheduled crisis-line shifts to ensure required information is complete, timely, and consistent with established procedures.
• Identify missing, incomplete, or inconsistent documentation and coordinate appropriate follow-up.
• Serve as a resource regarding crisis-line documentation, data collection practices, and established hotline procedures.
• Monitor crisis-line activity and identify recurring service, documentation, or operational concerns.
• Communicate identified concerns, service gaps, or process issues to appropriate leadership.
• Recommend practical improvements that support service quality, data integrity, documentation, and efficient crisis-line operations.
• Assist with maintaining consistent crisis-line practices across scheduled shifts.

• Maintain and support the crisis-line data collection and information system.
• Review data collected across scheduled shifts for accuracy, completeness, consistency, and timely submission.
• Identify and resolve routine data discrepancies and elevate significant concerns to the Director of Data Services and Compliance.
• Compile and analyze crisis-line and program information to identify service patterns, utilization, trends, and emerging needs.
• Develop recurring and ad hoc program reports for leadership and organizational reporting purposes.
• Maintain supporting records and documentation required for accurate program reporting.
• Assist with preparing data and reports required for program evaluation, grants, funders, audits, compliance reviews, and other organizational requirements.
• Communicate significant data findings, trends, or concerns to the Director of Data Services and…