Crisis Line and Residential Support Specialist
Listed on 2026-09-13
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Social Work
Crisis Counselor, Community Health, Family Advocacy & Support Services
Position Summary
The Residential Crisis Line and Support Specialist will be responsible for the shelter front desk coverage and answering Crisis and Support Line calls in order to provide excellent customer service to the individuals seeking assistance and resources from HAVEN's residential program. The Residential Crisis Line and Support Specialist will assess callers’ primary need(s) and provide resources and help to ensure the safety of the residential guests and the shelter facility.
Shift11:00 am - 7:00 pm Tuesday
- Saturday
- Provide crisis-intervention, support, and resources to callers on the 24-hour Crisis and Support Line
- Respond to Crisis and Support Line chats
- Meet with walk-in clients to assess their situation and provide appropriate resources and/or referrals
- Place referrals to other HAVEN programs on behalf of crisis line callers, chatters, and walk-ins
- Appropriately document every call and chat received
- Regularly review and edit crisis call logs
- Maintain and update resource materials
- Complete and maintain appropriate and accurate documentation for funding sources
- Assist in training/mentoring of program staff, volunteers, and interns
- Provide program and agency overviews to community members as requested
- Respond to agency website "help now" e-mails
- Attend weekly team meeting and bi-monthly all staff meeting
- Attend community meetings that expand resource potential
- Work closely with other service programs within the agency to achieve positive survivor outcomes
The Residential Crisis Line and Support Specialist will be responsible for the shelter front desk coverage and answering Crisis and Support Line calls in order to provide excellent customer service to the individuals seeking assistance and resources from HAVEN's residential program. The Residential Crisis Line and Support Specialist will assess callers’ primary need(s) and provide resources and help to ensure the safety of the residential guests and the shelter facility.
Shift11:00 am - 7:00 pm Tuesday
- Saturday
- Provide crisis-intervention, support, and resources to callers on the 24-hour Crisis and Support Line
- Respond to Crisis and Support Line chats
- Meet with walk-in clients to assess their situation and provide appropriate resources and/or referrals
- Place referrals to other HAVEN programs on behalf of crisis line callers, chatters, and walk-ins
- Appropriately document every call and chat received
- Regularly review and edit crisis call logs
- Maintain and update resource materials
- Complete and maintain appropriate and accurate documentation for funding sources
- Assist in training/mentoring of program staff, volunteers, and interns
- Provide program and agency overviews to community members as requested
- Respond to agency website "help now" e-mails
- Attend weekly team meeting and bi-monthly all staff meeting
- Attend community meetings that expand resource potential
Work closely with other service programs within the agency to achieve positive survivor outcomes
Job Requirements and Core Competencies
- BA or BS in Human Service area or an equivalent combination of education, work and volunteer experience working with adults and children.
- 1 year experience working in advocacy or a shelter or experience working with individuals who have experienced trauma strongly preferred.
- Knowledge of domestic and sexual violence.
- Must possess and maintain a valid Michigan driver’s license, acceptable driving record, and reliable transportation.
- Willing and able to complete and clear a comprehensive background report.
- Ability to remain calm and focused in stressful situations.
- Ability to assess callers' primary need(s).
- Skilled in active listening and crisis intervention required.
- Excellent written and…
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