Residential & Crisis Support Specialist; Back

Description

This position is located in Evanton, Illinois. The Residential and Crisis Support Specialist is a primary on‑site member of a domestic violence team, responsible for maintaining a safe and supportive residential environment and providing critical support to callers of the 24‑hour crisis line. The role involves building relationships with residents, modeling appropriate behaviors and boundaries, implementing policies, and collaborating with team members and management to improve services.

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

Part‑time, with coverage for designated shifts including days, evenings, weekends, holidays, and overnights. As a backup, on‑call position, shifts may be assigned on short notice; candidates must be able to respond with minimal advance warning.

• Compassionately welcomes new shelter residents and guides them through the resident‑directed intake process.
• Engages residents proactively to reinforce trauma‑informed principles and build a supportive space.
• Provides supportive comments that recognize resident successes and strengths.
• Refers residents to needed information and resources.
• Champions trauma‑informed care principles in all interactions.
• Responds to resident questions and reinforces safety guidelines, rights, and responsibilities.
• Distributes necessary supplies to residents.
• Assists residents in navigating conflicts, refers to client advocates, and models healthy boundaries and self‑care.
• Assesses security needs overnight and on weekends; calls police when serious safety issues arise.
• Determines emergency discharge needs overnight and on weekends and conducts the discharge process per protocol.
• Full‑time or part‑time employees accept a minimum of 6 unscheduled call‑back shifts per year if available; backup positions accept a minimum of 2 shifts per month if available.

• Provides crisis intervention, safety planning, emotional support, legal rights information, domestic violence information, and referrals on the 24‑hour crisis line, and documents all calls in the online case management system.
• Screen for shelter eligibility and make arrival arrangements with eligible callers.
• Schedules clients for walk‑in counseling and completes backup documentation.
• Updates shelter status in Salesforce to ensure accurate occupancy information.
• Maintains accurate notations and reviews them regularly.

• Keeps accurate service documentation (narratives, phone and supplementary intakes, contact book, accident report forms, etc.) and ensures timely entry into Salesforce.
• Submits issues or concerns related to operations, facility, or client needs in a timely manner per protocol.
• Reviews shelter, departmental, and organizational communication frequently.
• Maintains accurate timesheets and other required documents.
• Attends a monthly team meeting to share concerns, build community, and discuss case issues.

• Maintains a clean, safe, and orderly environment through scheduled walk‑throughs, reporting security or maintenance issues, and performing cleaning duties as needed.
• Reports low stock of food and supplies to the Residential Services Manager for restocking.
• Supports the shelter food program by ensuring kitchen compliance with health regulations, conducting walk‑throughs, assisting with cleaning, reporting issues, and preparing meals on a limited basis.
• Performs relocation room checks per agency protocol and reports findings.
• Ensures compliance with emergency evacuation protocol.
• Maintains facility security per protocol.
• Supports volunteers providing assistance or services to residents.

• Attends staff trainings and participates in agency committees.
• Pursues professional development.
• Adheres to all YWCA Evanston/North Shore procedures and policies and the YWCA Employee Handbook.
• Performs other duties as assigned by management.

• Education: High School diploma or equivalent.
• Experience and/or…