Crisis Line & Shelter 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

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