Residential & Crisis Support Specialist

Description

The Residential and Crisis Support Specialist, as a member of a larger domestic violence team, is the primary on-site position that helps maintain a safe and supportive residential environment and offers critical support to callers of the 24-hour crisis line. The position proactively builds supportive relationships with residents, role models appropriate behaviors and boundaries, implements residential policies and procedures, and collaborates with team members and management to identify and proactively communicate areas for improvement.

Crisis line tasks include assessing caller needs, conducting safety planning, screening for shelter eligibility, providing emotional support as needed, and referring callers to critical resources.

This position provides coverage for designated shifts, including days, evenings, weekends, holidays, and overnights, to ensure 24/7 coverage. Additionally, the position ensures emergency callback coverage by picking up a minimum of 6 comparable shifts per year. This position is integral to creating a warm, welcoming, and trauma-informed space for all.

• According to protocol, compassionately welcomes new shelter residents and sensitively guides them through the resident directed intake process.
• Warmly and proactively engages residents in ways that reinforce our trauma-informed principles and build a supportive space.
• Takes every opportunity to offer supportive comments that recognize residents' successes and strengths.
• Provides information and resource referrals to residents as needed.
• Champions the principles and practices of trauma-informed care in all interactions with residents.
• Responds to resident questions and reinforces critical safety guidelines, resident rights, and responsibilities as needed.
• Distributes needed supplies to residents.
• Assists residents in navigating in-house conflicts, refers residents to client advocates as needed, and role models healthy boundaries, self-awareness, and self-care.
• Overnight and on weekends, independently assesses security needs and calls police when serious safety issues arise.
• Overnight and on weekends, exercises discretion to assess serious safety violations that necessitate the need for emergency discharge and conducts the discharge process in accordance with agency protocol.
• Full-time and part-time employees in this position must accept a minimum of 6 unscheduled, comparable call-back shifts per year as a condition of employment, provided those shifts are available. Back-up positions are required to accept a minimum of 2 shifts a month as a condition of employment, provided there are sufficient shifts offered.

• Responds to callers on the 24-hour crisis line providing crisis intervention, safety planning, emotional support, information about legal rights and options, information about domestic violence, and referrals, and appropriately documents all calls in the online case management system.
• Screens for shelter eligibility and makes arrival arrangements with eligible callers.
• Schedules clients seeking walk-in counseling and completes any backup documentation.
• Updates shelter status in Salesforce to ensure accurate occupancy information for team members.
• Maintains accurate notes and reviews them to stay up to date on shelter issues.

• Keeps accurate service documentation, including narratives, phone and supplementary intakes, contact book, accident report forms, etc., ensuring timely entry into Salesforce.
• Timely and proactive submission of issues or concerns related to operations, facility, or client needs according to protocol.
• Reviews shelter, departmental, and organizational communication frequently.
• Maintains timely and accurate timesheets and other forms or documents as directed.
• Attends a monthly team meeting to share concerns, build community, acquire information, and discuss case issues.

• Assists in maintaining a clean, safe, and orderly environment by conducting walk-throughs as scheduled, promptly reporting security or maintenance issues, and carrying out cleaning duties if…