Crisis Line and Residential Support Specialist

Haven Inc; Pontiac (MI); On-site; USD 32,000 - 42,000; Full time

Job summary

HAVEN seeks a Residential Crisis Line and Support Specialist to cover the shelter front desk and answer the 24-hour Crisis and Support Line, providing compassionate service to individuals seeking assistance and resources. The role assesses callers’ needs and connects them with safety resources for residential guests.

Shift: 11:00 am – 7:00 pm Tuesday to Saturday. Requires a BA/BS in Human Services or related experience, strong crisis-intervention skills, and thorough documentation of

Qualifications

• BA or BS in Human Service area or equivalent education/work/volunteer experience.
• 1 year experience in advocacy, shelter, or trauma-informed work preferred.
• Knowledge of domestic and sexual violence.
• Must possess a valid Michigan driver's license and reliable transportation.
• Willing to complete a comprehensive background check.
• Ability to stay calm and focused in stressful situations.
• Strong written and verbal communication skills.

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 needs and provide resources/referrals.
• Place referrals to other HAVEN programs for callers, chats, and walk-ins.
• Document every call and chat accurately.
• Review and edit crisis call logs regularly.
• Maintain and update resource materials.
• Assist in training/mentoring of staff, volunteers, and interns.
• Provide program and agency overviews to community members as requested.
• Attend weekly team meetings and bi-monthly all-staff meetings.
• Attend community meetings to expand resource potential.
• Collaborate with other HAVEN programs to achieve survivor outcomes.

Skills

Crisis intervention

Active listening

Customer service

Verbal communication

Written communication

Trauma-informed

Cultural competency

Education

BA/BS in Human Services

Tools

Basic computer skills

Job description

Description

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.

Shift: 11:00 am - 7:00 pm Tuesday - Saturday

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 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

Requirements

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 verbal communication skills coupled with the ability to make quality “customer service” a priority required.
• Possesses basic computer skills.
• Excellent strength based crisis intervention/de-escalation skills.
• Demonstrated ability to empower individuals of various socio-economic status, cultural/racial backgrounds and orientations.
• Knowledge of community, state and federal resources preferred.
• Ability to work a flexible schedule including evening and weekends required.

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.