Crisis Response Program Manager

House of Ruth Maryland; Baltimore (MD); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid time off

Retirement plan

Employee assistance

Job summary

House of Ruth Maryland seeks a Crisis Response Manager to oversee its 24/7 Hotline, Chat line, walk-in triage, and LAP/VCE programs. You will supervise staff, coordinate emergency assistance, and guide trauma-informed, survivor-centered services across the agency’s Crisis Response portfolio.

The role requires in-person work at the Baltimore office (85% on-site) with occasional local travel, strong crisis intervention skills, and a commitment to equity and culturally responsive practice.

Qualifications

• Bachelor’s degree in Human Services or equivalent with 5+ years in crisis management, IPV, or call-center settings.
• Minimum 2 years supervising staff, volunteers, or interns.
• Experience providing crisis intervention, case management, and trauma-informed services.

Responsibilities

• Supervise Hotline, VCE, and LAP staff; foster a supportive team culture.
• Oversee day-to-day Crisis Response operations including 24/7 coverage.
• Provide direct crisis support via hotline/chat with survivor-centered approach.
• Coordinate referrals and community partnerships for housing and resources.
• Ensure data entry, documentation, and reporting in ETO with quality control.
• Lead staff meetings, trainings, and trauma-informed practice discussions.

Skills

Crisis management

Staff supervision

Trauma-informed care

IPV knowledge

Education

Bachelor’s degree in Human Services

Tools

ETO

Job description

Brief Description

Position Summary:
The Crisis Response Manager oversees the daily operations of House of Ruth Maryland’s Crisis Response programs, including the 24/7 Hotline, Chat line, walk-in triage, Victim Coordinated Entry (VCE), and the Lethality Assessment Program (LAP). This role is central to ensuring trauma-informed, survivor-centered, and culturally responsive services for individuals impacted by intimate partner violence. As a leader in the Crisis Response team, the Manager supervises and supports staff providing crisis response, including high-quality intervention, safety planning, resource navigation, and emotional support. The Manager maintains smooth operations, supports cross-program collaboration, evaluates lethality, triages service needs, and fosters strong community partnerships. The Manager plays a vital leadership role in crisis protocol development, serves as a backup to the Associate Director, and models the consistent use of trauma-informed, voluntary, and culturally competent practices across all Crisis Response programs. The Manager must demonstrate strong crisis intervention skills, emotional intelligence, problem‑solving ability, and a deep understanding of the dynamics and complexities of intimate partner violence (IPV), the long‑term impacts of trauma, and a firm commitment to equity. The Manager also understands program budgets and grant funding requirements to ensure compliance with agency policies and funder expectations. This position is based at House of Ruth Maryland’s main administrative office in Baltimore City and requires in‑person presence at least 85% of the time. The Manager may travel locally up to 15% of the time to HRM service sites and client locations as needed. The Manager and 24/7 Hotline staff are considered essential personnel and are expected to report during weather‑related emergencies. The Manager may also be required to cover off‑schedule or holiday shifts and is responsible for coordinating and participating in on‑call and backup coverage for 24/7 crisis response services.

Essential Duties And Responsibilities

• Supervise, train, and evaluate Hotline, VCE, and LAP staff; foster a supportive and accountable team culture.
• Manage day‑to‑day operations of the Hotline, Chat line, walk‑in services, LAP, and VCE processes.
• Provide direct crisis support through shared coverage of hotline/chat line shifts, ensuring consistent service delivery and compassionate survivor engagement (minimum 25 hours per week).
• Oversee the assessment and distribution of emergency assistance, including eviction prevention, utility, food, relocation, and transportation support.
• Maintain relationships with landlords and community partners to increase survivor access to housing and resources.
• Lead monthly scheduling of Hotline shifts and on‑call rotations to ensure 24/7 coverage.
• Ensure accurate, timely data entry and documentation in ETO; monitor service quality, call data, follow‑ups, and outcomes for reporting and improvement.
• Approve client access to internal services including shelter, hotel placement, and emergency assistance per agency policy.
• Ensures grant compliance and fiscal accountability by aligning program activities and expenditures with approved budgets, resulting in accurate reporting, efficient use of resources, and sustained funding.
• Lead and participate in team meetings including VCE Case Review, Shelter Case Review, and Hotline huddles.
• Coordinate with HRM departments and external providers to ensure seamless referrals and service connections.
• Support outreach and data entry for the Lethality Assessment Program.
• Lead or co‑facilitate staff meetings, support groups, and training on trauma‑informed practice, crisis response, and IPV dynamics.
• Maintain and disseminate current community resources and referral information.
• Provide coaching and quality assurance by reviewing calls, chats, and case notes for alignment with program standards.
• Respond within agency accepted timeframes to requests received through voicemail, website, info line, and social media.
• Coordinate use of Language Line for callers who speak languages other than English and ensure calls are routed appropriately.
• Make eligibility decisions for Victim Coordinated Entry, access to material assistance, and HRM programs.
• Assist with recruitment, onboarding, and supervision of interns and volunteers.
• Conduct regular one‑on‑one check‑ins and team meetings to offer feedback and guidance.
• Participate in Crisis Response Team and cross‑program leadership meetings.
• Direct supervision of all Hotline, LAP, and VCE staff.
• Develop and maintain shift schedules and ensure proper coverage.
• Approve standard emergency assistance requests and expenditures up to designated thresholds.
• Determine participant eligibility for financial/material assistance and HRM services (including Shelter and hotel placement).
• Represent HRM at community meetings, with service providers, volunteers, and donors.
• Recommend and implement program improvements and participate in strategic planning.
• Coordinate interpreter and transportation resources as needed for participants.
• 24/7 services operate smoothly, with minimal wait times and crisis coverage met.
• High‑quality, timely, and culturally responsive service is consistently delivered.
• Program data is accurately tracked, entered, and analyzed for quality improvement and grant reporting.
• Grant requirements are met with accurate budgeting, timely reporting, and aligned program spending.
• Emergency assistance and materials are distributed per guidelines with full documentation.
• Survivors feel supported, educated on available services, and connected to needed resources.
• Staff receive regular feedback and professional development; morale and retention are strong.
• Collaborative relationships with partners result in expanded resource access for survivors.
• Participant crises are managed swiftly and with de‑escalation strategies that prioritize safety and dignity.
• All documentation meets programmatic and HRM professional standards.

Safety Officer Responsibilities

• Serve as the designated Safety Officer, ensuring compliance with workplace safety regulations and policies.
• Conduct regular safety inspections and risk assessments, reporting findings and recommendations to Safety Captains.
• Participate in required safety training and certifications to stay current with industry standards and best practices.
• Support Safety Captains in identifying hazards, responding to incidents, and promoting a culture of safety.
• Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Experience, Education, Certifications/Licenses

• Bachelor’s degree in Human Services or equivalent experience (5+ years in crisis management, IPV, or call center settings).
• Minimum 2 years supervising staff, volunteers, or interns.
• Experience providing crisis intervention, case management, and trauma‑informed services.
• Strong leadership and organizational skills with a track record of meeting programmatic goals.
• Deep understanding of intimate partner violence, trauma, and voluntary services model.
• Proficiency in maintaining accurate records and using databases (e.g., ETO).
• Ability to work in a fast‑paced environment with shifting priorities.
• Demonstrated cultural humility and ability to engage diverse populations with respect and empathy.
• Clean driving record, valid driver’s license, and reliable transportation.
• Oral fluency in English required; Spanish fluency highly preferred.
• Must pass a criminal background check.

House of Ruth Maryland offers a comprehensive Total Rewards Package that will include but is not limited to medical insurance, prescription plan, dental insurance, vision insurance, paid time off, life insurance, 403(b) retirement savings plan, and Employee Assistance Program.

House of Ruth Maryland upholds the mission of the Equal Employment Opportunity Commission by being an Equal Employment Opportunity Employer. All applicants will be considered for employment and will not be excluded because of color, race, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status or age.