Crisis Advocate (FT 2nd Shift)

FRIENDS, Inc.; West Bend, Northern (WI, KY); Hybrid; USD 23,000 - 24,000; Full time

Benefits offered by this job

Vacation time

Sick time

403b

Overtime opportunity

Job summary

FRIENDS, Inc. is seeking a Full-Time Crisis Advocate for the 2nd shift to provide trauma-informed crisis intervention and shelter support.

You will manage the 4:00PM–12:00AM shift, respond to the 24/7 crisis line, and help maintain a safe, structured communal living environment for residents in the evening hours. The role requires independent decision-making, strong communication, and the ability to balance crisis response with ongoing shelter operations.

Qualifications

• Requires high school diploma or HSED and willingness to train.
• Experience in crisis intervention and trauma-informed service provision is preferred.
• Excellent communication and cultural competence when engaging diverse populations.
• Ability to maintain the highest level of confidentiality and professional boundaries.
• Strong self-motivation and organizational skills; able to manage multiple tasks.

Responsibilities

• Answer and respond to the 24/7 crisis hotline using trauma-informed practices.
• Assess safety needs, provide emotional support, safety planning, and referrals.
• Determine eligibility for shelter services and complete intake/pre-screenings.
• Serve as the primary on-site staff during second shift and maintain shelter safety.
• Document hotline calls and client interactions in the agency database.
• Monitor shelter environment, conduct safety checks, and de-escalate when needed.
• Complete shift handoffs, reports, and data entry by the end of each shift.
• Maintain a clean, organized shelter and support room turnovers.

Skills

Crisis intervention skills

Communication

Confidentiality

Organizational skills

Flexibility

Team or independent work

Microsoft Office

Driver's license

Education

High school diploma or HSED

Tools

Microsoft Office

Job description

The Full-Time Crisis Advocate – 2nd Shift is a frontline, primarily solo-shift position responsible for providing trauma-informed crisis intervention, shelter support, and ensuring the overall safety and functionality of the emergency shelter during evening hours.

This role serves as the primary point of contact for the 24/7 crisis line, supports survivors of domestic violence, sexual violence, stalking, and human trafficking, and maintains a safe, respectful, and structured communal living environment. The advocate must be able to work independently, make sound decisions in real time, and balance crisis response with ongoing shelter operations.

Starting Hourly Wage: $16.50-$17.50 per hour

Standard shift coverage is:

Monday 4:00PM – 12:00AM

Tuesday 4:00PM – 12:00AM

Wednesday 4:00PM – 12:00AM

Thursday 4:00PM – 12:00AM

Friday 4:00PM – 12:00AM

Position requires overnight, weekend, and holiday hours. Opportunity to pick up additional shifts can be available.

Essential Functions:

Crisis Intervention & Hotline Support

• Answer and respond to the 24/7 crisis hotline using trauma-informed, survivor-centered practices
• Assess immediate safety needs and provide emotional support, safety planning, and referrals
• Determine appropriateness for shelter services, including conducting pre-screenings and intake processes
• Provide appropriate referrals when shelter is unavailable or not the best fit
• Maintain clear boundaries and redirect calls outside the scope of domestic/sexual violence services

Shelter Operations & Client Support

• Serve as the primary staff on-site during second shift, ensuring safety and structure of the shelter environment
• Support residents in a communal living setting while maintaining trauma-informed boundaries
• Complete shelter intakes, discharges, and required documentation
• Facilitate or support evening house meetings and address communal living concerns
• Supports case management plan developed by the DV/SV or SV Advocate by offering support and resources.

Safety, Monitoring & Crisis Response

• Maintain awareness of the shelter environment, including monitoring security systems and cameras
• Conduct regular safety checks and respond to any safety concerns on-site
• Utilize de-escalation techniques in response to conflict or heightened emotional situations
• Respond appropriately to incidents, including contacting law enforcement when necessary
• Uphold confidentiality and victim/advocate privilege at all times
• Complete security walk and checklist every PM shift.

Documentation & Communication

• Accurately document all hotline calls, client interactions, and services in the agency database (Osnium)
• Maintain communication logs to ensure continuity across shifts
• Participate in shift exchanges and provide clear updates to incoming staff
• Complete all required paperwork, reports, and data entry by the end of each shift

Facility Maintenance & Daily Tasks

• Maintain a clean, organized, and welcoming shelter environment
• Complete daily shift tasks, including cleaning, organizing donations, and general upkeep
• Support room turnovers, including preparing spaces for new residents

Team & Organizational Support

• Attends monthly all staff meeting, CA meeting, and updates with Supervisor as requested
• Attend staff meetings and participate in ongoing training
• Support agency events and community initiatives as needed
• Represent FRIENDS, Inc. in a professional and mission-aligned manner
• We are currently looking to hire two candidates!

Minimum Knowledge, Skills and Abilities Required:

• Requires high school diploma or HSED.
• Willing to train. Prefer knowledge of domestic violence, sexual assault, crisis intervention, and the trauma-informed service provision framework.
• Excellent communication skills; cultural competence and the ability to interact with diverse populations.
• Ability to maintain the highest level of confidentiality.
• Strong self-motivation and organizational skills to manage a variety of diversified tasks in a timely manner.
• Ability to work flexible hours.
• Maintains a high degree of professionalism with sound judgment.
• Ability to work well in a team or independent environment.
• Working knowledge of all Microsoft Office products.
• Valid driver’s license and insurance.

Working Conditions:

• Normal office environment.
• Must be able to lift and carry a minimum of 30 pounds.
• Vacation Time
• Sick Time
• 403b
• Opportunity for Overtime