Residential & Crisis Support Specialist (Back-up)

YWCA Evanston/North Shore; Evanston (IL); On-site; USD 27,510 - 30,568; Part time

Job summary

YWCA Evanston/North Shore is seeking a Residential and Crisis Support Specialist in Evanston, IL. This on-site, part-time role supports residents, crisis line callers, and staff with trauma-informed guidance and safety planning.

The position involves intake support, safety assessments, and coordination of resources. The role requires at least 1 year in crisis/domestic violence settings, a high school diploma, and completion of required training within specified timelines.

Qualifications

• High School diploma or equivalent.
• At least 1 year of experience working with children, youth, adults, and families in crisis or domestic violence situations.
• Illinois 40‑Hour Domestic Violence Training within 60 days of employment; First Aid/CPR within 6 months; Online ServSafe Manager Certification within 30 days of hire.
• Intermediate proficiency in Microsoft Office Suite.
• Fluency in Spanish or another language preferred.

Responsibilities

• Welcomes shelter residents and guides intake.
• Engages residents to reinforce trauma‑informed care.
• Provides supportive comments recognizing residents' strengths.
• Screens for shelter eligibility and refers to resources.
• Updates shelter status in Salesforce.
• Maintains accurate case documentation and timesheets.

Skills

Crisis intervention

Trauma-informed care

Communication

Customer service

Education

High School diploma or equivalent

Bachelor’s degree in social work, counseling, psychology, or related field

Tools

Microsoft Office Suite

Online case management system

Salesforce

Job description

Description

This position is located in Evanton, Illinois. The Residential and Crisis Support Specialist is a primary on‑site member of a domestic violence team, responsible for maintaining a safe and supportive residential environment and providing critical support to callers of the 24‑hour crisis line. The role involves building relationships with residents, modeling appropriate behaviors and boundaries, implementing policies, and collaborating with team members and management to improve services. Crisis line tasks include assessing caller needs, safety planning, screening for shelter eligibility, providing emotional support, and referring callers to resources.

Part‑time, with coverage for designated shifts including days, evenings, weekends, holidays, and overnights. As a backup, on‑call position, shifts may be assigned on short notice; candidates must be able to respond with minimal advance warning.

Essential Functions And Responsibilities

Residential Support (40%)

• Compassionately welcomes new shelter residents and guides them through the resident‑directed intake process.
• Engages residents proactively to reinforce trauma‑informed principles and build a supportive space.
• Provides supportive comments that recognize resident successes and strengths.
• Refers residents to needed information and resources.
• Champions trauma‑informed care principles in all interactions.
• Responds to resident questions and reinforces safety guidelines, rights, and responsibilities.
• Distributes necessary supplies to residents.
• Assists residents in navigating conflicts, refers to client advocates, and models healthy boundaries and self‑care.
• Assesses security needs overnight and on weekends; calls police when serious safety issues arise.
• Determines emergency discharge needs overnight and on weekends and conducts the discharge process per protocol.
• Full‑time or part‑time employees accept a minimum of 6 unscheduled call‑back shifts per year if available; backup positions accept a minimum of 2 shifts per month if available.

Crisis Line (35%)

• Provides crisis intervention, safety planning, emotional support, legal rights information, domestic violence information, and referrals on the 24‑hour crisis line, and documents all calls in the online case management system.
• Screen for shelter eligibility and make arrival arrangements with eligible callers.
• Schedules clients for walk‑in counseling and completes backup documentation.
• Updates shelter status in Salesforce to ensure accurate occupancy information.
• Maintains accurate notations and reviews them regularly.

Record Keeping and Quality Management (10%)

• Keeps accurate service documentation (narratives, phone and supplementary intakes, contact book, accident report forms, etc.) and ensures timely entry into Salesforce.
• Submits issues or concerns related to operations, facility, or client needs in a timely manner per protocol.
• Reviews shelter, departmental, and organizational communication frequently.
• Maintains accurate timesheets and other required documents.
• Attends a monthly team meeting to share concerns, build community, and discuss case issues.

Facility Support (10%)

• Maintains a clean, safe, and orderly environment through scheduled walk‑throughs, reporting security or maintenance issues, and performing cleaning duties as needed.
• Reports low stock of food and supplies to the Residential Services Manager for restocking.
• Supports the shelter food program by ensuring kitchen compliance with health regulations, conducting walk‑throughs, assisting with cleaning, reporting issues, and preparing meals on a limited basis.
• Performs relocation room checks per agency protocol and reports findings.
• Ensures compliance with emergency evacuation protocol.
• Maintains facility security per protocol.
• Supports volunteers providing assistance or services to residents.

Additional Duties (5%)

• Attends staff trainings and participates in agency committees.
• Pursues professional development.
• Adheres to all YWCA Evanston/North Shore procedures and policies and the YWCA Employee Handbook.
• Performs other duties as assigned by management.

Requirements

Minimum Qualifications

• Education: High School diploma or equivalent.
• Experience and/or Training: At least 1 year of experience working with children, youth, adults, and families in crisis or domestic violence situations.
• Licenses/Certificates: Successful completion of the Illinois 40‑Hour Domestic Violence Training Certificate within 60 days of employment; First Aid/CPR within 6 months of employment; Online ServSafe Manager Certification within 30 days of hire.
• Technology/Equipment: Intermediate proficiency in Microsoft Office Suite.

Preferred Qualifications

• Education: Bachelor’s degree in social work, counseling, psychology, or related field.
• Experience and/or Training: 2–3 years of experience with domestic/intimate partner/family violence and trauma support; experience in residential settings; crisis intervention and conflict resolution; reporting and intake documentation; program metrics evaluation.
• Licenses/Certificates: Illinois 40‑Hour Domestic Violence Training Certificate.
• Language: Fluency in Spanish or another language.
• Technology/Equipment: Beginner proficiency with online case management systems.

Physical and Mental Demands

• Weekends required.
• Tolerance of prolonged stationary periods at a desk or computer.
• Occasional standing, walking, climbing stairs, reaching with hands and arms, and reaching above shoulders.
• Occasional pushing, pulling, lifting, or moving up to 15 pounds.
• Ability to move about the facility.
• Ability to operate controls for computers and other equipment.

Working Environment

• May share office space with others.
• May work from home.
• Frequent meetings or work in other buildings.

Salary Description

$19.97 – $22.19 per hour. The starting hourly rate above $19.97 is based on experience and education that significantly exceed the minimum requirements and is commensurate with the compensation scale.