Crisis Line and Residential Support Specialist

About the role

The Residential Crisis Line and Support Specialist will be responsible for shelter front desk coverage and answering Crisis and Support Line calls to provide excellent customer service to individuals seeking assistance and resources from HAVEN's residential program. The role involves assessing callers’ primary needs, providing resources, and ensuring the safety of residential guests and the shelter facility.

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
• Document every call and chat received and regularly review and edit crisis call logs
• Maintain and update resource materials
• Complete and maintain accurate documentation for funding sources
• Assist in training, mentoring, and providing program and agency overviews to community members
• Respond to agency website “help now” emails
• Attend weekly team meetings and bi-monthly all staff meetings
• Attend community meetings to expand resource potential
• Work closely with other service programs within the agency to achieve positive survivor outcomes

Requirements

• BA or BS in Human Services or equivalent combination of education, work, and volunteer experience working with adults and children
• 1 year of experience working in advocacy, a shelter, or with individuals who have experienced trauma (strongly preferred)
• Knowledge of domestic and sexual violence
• Valid Michigan driver’s license, acceptable driving record, and reliable transportation
• Ability to complete and clear a comprehensive background report
• Ability to remain calm and focused in stressful situations
• Ability to assess callers' primary needs
• Skilled in active listening and crisis intervention
• Excellent written and verbal communication skills with a focus on quality customer service
• Basic computer skills
• Excellent strength-based crisis intervention/de-escalation skills
• Ability to empower individuals of various socio-economic statuses, cultural/racial backgrounds, and orientations
• Knowledge of community, state, and federal resources (preferred)
• Ability to work a flexible schedule including evenings and weekends

HAVEN’s Mission Statement

Empower survivors to heal and engage all individuals and communities to address and prevent sexual assault and intimate partner violence.