Crisis Response Program Manager
House of Ruth Maryland · Baltimore, MD · 1 mo ago
Information TechnologyFull-time
We need to output HTML fragment with sections: About the role (maybe Position Summary), Responsibilities, Requirements, Benefits, maybe Pay/Schedule only if present. The posting includes: Position Summary (Brief Description Position Summary...). Then Essential Duties And Responsibilities (list). Then Experience, Education, Certifications/Licenses (requirements). Then Benefits: "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." Also mention in-person presence requirement, travel, essential personnel, etc. Those could be part of About the role or Responsibilities? The schedule: requires in-person presence at least 85% of the time, may travel locally up to 15%, essential personnel, may cover off-schedule or holiday shifts, on-call backup coverage. That's schedule info. Should we create a Schedule section? The rule: include a section ONLY when posting has real, specific content for it — never emit heading followed by filler/placeholder text. The posting does have specific schedule info: in-person presence 85%, travel up to 15%, essential personnel, cover off-schedule/holiday shifts, on-call backup. So we can create a Schedule section with that info. Pay: not mentioned (no salary). So omit Pay. Benefits: we have benefits description. So include Benefits section.
We need headings: for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Use - for any list of duties/requirements/benefits, and
for prose.
We should not repeat job title as heading. No Job ID.
We need to preserve all substantive information; do not invent or summarize away detail. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The posting includes EEO statement at end: "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." That's boilerplate EEO; we should remove it. Also maybe "Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time." That's also boilerplate legal; remove.
We need to keep essential duties list (many bullet-like sentences). We'll convert to
- each duty.
We need to keep requirements: Bachelor’s degree..., Minimum 2 years supervising..., Experience providing crisis intervention..., Strong leadership..., Deep understanding..., Proficiency..., Ability to work..., Demonstrated cultural humility..., Clean driving record..., Oral fluency in English required; Spanish fluency highly preferred., Must pass a criminal background check.
We need to keep benefits: medical insurance, prescription plan, dental insurance, vision insurance, paid time off, life insurance, 403(b) retirement savings plan, Employee Assistance Program.
We need to keep schedule: in-person presence at least 85% of the time, 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.
We also have Position Summary paragraph(s). We'll put that under About the role (or maybe we can call it About the role). The instruction: use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we should use About the role for the summary.
We need to ensure we don't create empty sections. We'll include About the role, Responsibilities, Requirements, Benefits, Schedule.
We must not include Pay.
Now format: output only HTML fragment, no /, no markdown fences.
We'll produce something like:
About the role
...summary...
Responsibilities
- ...
...
Requirements
- ...
...
Benefits
- Medical insurance
...
Schedule
...schedule details...
Make sure to preserve all details. Let's extract summary text:
"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."
But note that some of that is schedule info; we might split schedule part out. However the summary includes schedule lines; we could keep them in About the role but then schedule section would duplicate. Better to keep schedule-specific details in Schedule section and keep About the role focusing on role overview without schedule specifics. But we must preserve all substantive information; we can keep schedule details in Schedule section and not repeat them in About the role. So we need to extract the summary without schedule sentences.
Let's parse: The summary before schedule: up to "The Manager also understands program budgets and grant funding requirements to ensure compliance with agency policies and funder expectations." Then schedule sentences start: "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."
Thus About the role paragraph ends before "This position is based...". We'll put that as About the role.
Now Responsibilities: list of duties from "Essential Duties And Responsibilities" onward until before "Experience, Education, Certifications/Licenses". We need to capture each duty as separate bullet. The text includes many sentences, some are repeated later (like after the list there is a repeated set of bullet-like statements starting with "24/7 services operate smoothly..." etc. Those seem to be outcomes or performance expectations; they might be considered part of responsibilities as well. We should include them as duties? The instruction: preserve ALL substantive information; do not invent or summarize away detail. So we should include those statements as responsibilities as well. However they are phrased as outcomes: "24/7 services operate smoothly, with minimal wait times and crisis coverage met." etc. They are still substantive. We'll include them as list items.
We need to avoid duplication: there is a repeated list after the responsibilities that looks like a summary of outcomes. We'll include them as separate items.
Now Requirements: from "Experience, Education, Certifications/Licenses" to before benefits paragraph.
Benefits: from "House of Ruth Maryland offers a comprehensive Total Rewards Package..." to before EEO statement.
Schedule: we have the schedule sentences we extracted.
Now we need to strip boilerplate: remove EEO statement, remove "Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time." Also maybe remove "House of Ruth Maryland upholds the mission of the Equal Employment Opportunity Commission..." etc.
Now produce HTML.
Let's craft the About the role paragraph:
"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."
Now Responsibilities list items. Let's extract each sentence from the duties section.
Original duties text:
"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,
for prose. We should not repeat job title as heading. No Job ID. We need to preserve all substantive information; do not invent or summarize away detail. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The posting includes EEO statement at end: "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." That's boilerplate EEO; we should remove it. Also maybe "Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time." That's also boilerplate legal; remove. We need to keep essential duties list (many bullet-like sentences). We'll convert to
- each duty.
We need to keep requirements: Bachelor’s degree..., Minimum 2 years supervising..., Experience providing crisis intervention..., Strong leadership..., Deep understanding..., Proficiency..., Ability to work..., Demonstrated cultural humility..., Clean driving record..., Oral fluency in English required; Spanish fluency highly preferred., Must pass a criminal background check.
We need to keep benefits: medical insurance, prescription plan, dental insurance, vision insurance, paid time off, life insurance, 403(b) retirement savings plan, Employee Assistance Program.
We need to keep schedule: in-person presence at least 85% of the time, 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.
We also have Position Summary paragraph(s). We'll put that under About the role (or maybe we can call it About the role). The instruction: use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we should use About the role for the summary. We need to ensure we don't create empty sections. We'll include About the role, Responsibilities, Requirements, Benefits, Schedule. We must not include Pay. Now format: output only HTML fragment, no /, no markdown fences. We'll produce something like:
About the role
...summary...
Responsibilities
- ... ...
Requirements
- ... ...
Benefits
- Medical insurance ...
Schedule
...schedule details...
Make sure to preserve all details. Let's extract summary text: "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." But note that some of that is schedule info; we might split schedule part out. However the summary includes schedule lines; we could keep them in About the role but then schedule section would duplicate. Better to keep schedule-specific details in Schedule section and keep About the role focusing on role overview without schedule specifics. But we must preserve all substantive information; we can keep schedule details in Schedule section and not repeat them in About the role. So we need to extract the summary without schedule sentences. Let's parse: The summary before schedule: up to "The Manager also understands program budgets and grant funding requirements to ensure compliance with agency policies and funder expectations." Then schedule sentences start: "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." Thus About the role paragraph ends before "This position is based...". We'll put that as About the role. Now Responsibilities: list of duties from "Essential Duties And Responsibilities" onward until before "Experience, Education, Certifications/Licenses". We need to capture each duty as separate bullet. The text includes many sentences, some are repeated later (like after the list there is a repeated set of bullet-like statements starting with "24/7 services operate smoothly..." etc. Those seem to be outcomes or performance expectations; they might be considered part of responsibilities as well. We should include them as duties? The instruction: preserve ALL substantive information; do not invent or summarize away detail. So we should include those statements as responsibilities as well. However they are phrased as outcomes: "24/7 services operate smoothly, with minimal wait times and crisis coverage met." etc. They are still substantive. We'll include them as list items. We need to avoid duplication: there is a repeated list after the responsibilities that looks like a summary of outcomes. We'll include them as separate items. Now Requirements: from "Experience, Education, Certifications/Licenses" to before benefits paragraph. Benefits: from "House of Ruth Maryland offers a comprehensive Total Rewards Package..." to before EEO statement. Schedule: we have the schedule sentences we extracted. Now we need to strip boilerplate: remove EEO statement, remove "Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time." Also maybe remove "House of Ruth Maryland upholds the mission of the Equal Employment Opportunity Commission..." etc. Now produce HTML. Let's craft the About the role paragraph: "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." Now Responsibilities list items. Let's extract each sentence from the duties section. Original duties text: "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,