Residential & Crisis Support Specialist; Back

Residential And Crisis Support Specialist

This position is located in Evanton, Illinois. 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 help ensure coverage 24/7. As a back-up, on-call position, this role requires highly flexible availability, as shifts may be assigned on short notice to fill emergency call-back coverage needs. Candidates must be able to reliably respond and report for shifts with minimal advance warning. This position is integral to creating a warm, welcoming, and trauma-informed space for all.

Essential Functions and Responsibilities

Residential Support (40%)

• According to protocol, compassionately welcomes new shelter residents and sensitively guides them through the resident-directed intake process.
• Warmly and proactively engages residents in a manner that reinforces our trauma-informed principles and builds a supportive space.
• Takes every opportunity to provide supportive comments that recognize the successes and strengths of residents.
• 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 and 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.

Crisis Line (35%)

• 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 notations and reviews them to stay updated on shelter issues.

Record Keeping and Quality Management (10%)

• 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,…