Crisis Line Support Specialist

Sunyard Glass Co., Ltd.; Pontiac (MI); On-site; USD 25,000 - 36,000; Full time

Job summary

HAVEN is seeking a compassionate Crisis Line Support Specialist to join our team in Michigan. This frontline role provides immediate emotional support, safety planning, and resource referrals through the 24-hour Crisis Line and chats.

The position requires strong communication, trauma-informed care, and resilience to serve survivors of domestic violence and sexual assault. Evening/weekend availability is required.

Qualifications

• Must have customer service experience and be able to de-escalate crises.
• Knowledge of domestic violence and sexual assault resources.
• Strong written and verbal communication skills.
• Ability to complete background checks and maintain a clean driving record.

Responsibilities

• Answer calls on the 24-hour Crisis Line and respond to chats.
• Provide crisis intervention, safety planning, and resource referrals.
• Meet with walk-in clients to assess needs and provide referrals.
• Document calls, review logs, and maintain resource materials.
• Assist in training staff and volunteers; represent HAVEN in community meetings.

Skills

Customer service

Active listening

Crisis intervention

Written communication

Verbal communication

Computer literacy

Calm under pressure

Caller needs assessment

Empathy and inclusivity

Time management / scheduling

Trauma-informed care

Education

BA/BS in Human Services or related field

1 year hotline/advocacy experience

Job description

Position Summary

HAVEN is seeking a compassionate and reliable Crisis Line Support Specialist to join our team. This position is responsible for answering and responding to calls on our 24-hour Crisis Line. The specialist provides immediate emotional support, engages in safety planning, and connects callers with appropriate resources and services. This role is vital in supporting individuals experiencing domestic violence or sexual assault and is a critical front-line position that requires strong communication skills, emotional resilience, and a commitment to trauma-informed care.

Shift

8:00 am - 4:00 pm Monday through Friday

Job Responsibilities

• 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 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

Requirements

Job Requirements and Core Competencies

• Customer service experience
• Excellent active listening, strength based crisis intervention/de-escalation skills.
• 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).
• Excellent written and verbal communication skills coupled with the ability to make quality "customer service" a priority required.
• Possesses basic computer skills.
• Demonstrated ability to empower individuals of various socio-economic status, cultural/racial backgrounds and orientations.
• Ability to work a flexible schedule including evening and weekends required.

Preferred Experience

• BA or BS in Human Service area or an equivalent combination of education, work and volunteer experience
• 1 year experience working in advocacy or on a 24-hour hotline
• Knowledge of community, state and federal resources

HAVEN's Mission Statement

Empower survivors to heal and engage all individuals and communities to address and prevent sexual assault and intimate partner violence.

HAVEN is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status or any other characteristic protected by state and/or federal law.