Crisis Line and Residential Support Specialist

Sunyard Glass Co., Ltd.; Pontiac (MI); On-site; USD 38,000 - 48,000; Full time

Job summary

HAVEN in Michigan seeks a Residential Crisis Line and Support Specialist to staff the shelter front desk and answer the 24-hour Crisis and Support Line, providing compassionate, trauma-informed assistance and referrals to survivors seeking help and resources.

The role includes documenting every contact, coordinating resources, and collaborating with other HAVEN programs to ensure resident safety and positive outcomes, with evening/weekend availability and active participation in meetings.

Qualifications

• BA or BS in Human Services or equivalent experience in helping adults/children.
• 1 year experience in advocacy, shelter, or trauma-informed work preferred.
• Knowledge of domestic and sexual violence and community resources.

Responsibilities

• Provide crisis-intervention, support, and resources to callers on the 24‑hour Crisis and Support Line.
• Respond to Crisis and Support Line chats and attend to walk-ins with referrals.
• Document calls/chats, review logs, and maintain resource materials.
• Assist in training staff, volunteers, and interns; present program overviews.
• Engage with community meetings to expand resource networks and survivor outcomes.

Skills

Active listening

Crisis intervention

Customer service

Verbal communication

Written communication

Computer basics

De-escalation

Empowerment

Education

BA/BS in Human Services

Job 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

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

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 potentialWork 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.