For over 46 years, A Safe Place has been a beacon of hope in Lake County, empowering survivors of domestic violence and human trafficking to rebuild their lives. Join our mission to provide safety, foster independence, and create brighter futures.

Your Role: Emergency Shelter Crisis Line Operator 

The Emergency Shelter Crisis Line Operator is a key frontline role dedicated to ensuring the safety and well-being of individuals in crisis by operating the emergency hotline with professionalism and a trauma-informed approach. This position directly supports A Safe Place’s mission by providing crisis intervention, facilitating access to essential resources, and serving as a vital link between callers and emergency shelter services. 

As an Emergency Shelter Crisis Line Operator will be responsible for answering and triaging incoming crisis calls, offering immediate support, de-escalation, and referrals to appropriate services. They will work closely with family advocates to monitor client progress, maintain accurate documentation, and ensure adherence to organizational protocols, contributing to the effective operation of the shelter and hotline services. 

Key Responsibilities:

• Crisis & Walk-In Support: Answer and assess crisis line calls using trauma-informed care; provide immediate emotional support, de-escalation, and referrals. Greet and assist walk-in clients seeking emergency shelter or support services with professionalism and compassion.
• Client & Case Coordination: Assist clients in accessing internal and external resources (e.g., housing, legal aid, healthcare), and coordinate care in collaboration with family advocates during their shelter stay.
• Documentation & Compliance: Maintain accurate, confidential client records and enter detailed case notes within 24 hours to meet agency and grant compliance standards.
• Workflow & Time Management: Prioritize high volumes of calls, walk-in support, and follow-ups while managing administrative tasks efficiently using agency technology systems.
• Customer Service & Professionalism: Deliver empathetic, respectful, and nonjudgmental service to all callers and clients while maintaining confidentiality and clear communication.
• Training & Protocols: Follow emergency procedures, safety planning, and agency protocols; participate in ongoing training and complete additional duties as assigned.
•  Commit to supporting survivors and fostering a violence-free society.
• Engage clients authentically while maintaining clear boundaries.
• Demonstrate cultural competence and sensitivity to diverse backgrounds
• Align practices with professional ethics, such as the NASW Code of Ethics.
• Work effectively as part of the team; collaborating effectively across the organization.
• Actively participate in staff meetings, training sessions, and team activities.
• Perform other organizational and program-related duties as assigned.
• Complete IM+CANS certification, 40-hour Domestic Violence, and other required training.

 What You’ll Bring: 

• Bachelor’s degree in Social Work, Psychology, or a related field. 
• Preferred: Master’s degree in a related field.
• Bilingual Spanish/English fluency is preferred.
• Experience in crisis intervention, case management, and advocacy.
• Strong communication, interpersonal, and conflict-resolution skills.
• Cultural competence and sensitivity to diverse backgrounds.
• Passion for empowering clients and advancing A Safe Place’s mission.
• Proficiency in managing and completing various tasks efficiently and accurately.
• Capacity to work both independently and collaboratively within a team environment.
• Familiarity with electronic medical records is a plus.
• Proficiency in Microsoft Office Suite and computer systems.

What You’ll Experience:

• Schedule: Sunday through Thursday, 11:00 AM – 3:00 PM
• Work Environment: Professional office settings and secure, confidential shelters.
• Physical Requirements: Ability to lift up to 20 pounds and navigate stairs.
• Service Commitment: 70% direct service target (60% for supervisory roles).
• Team Engagement: Active participation in 70% of staff meetings.
• Holiday Schedule: Commitment to 2–4-hour shifts for holiday shelter coverage, as needed. 
• Community Involvement: Opportunities for outreach activities as needed.
• Travel: Local travel required for outreach, training, and service delivery.
• Transportation: Reliable vehicle, valid driver’s license, and active auto insurance required.

Compensation & Benefits:

• Hourly Rate: $26.44 – $31.25 per hour; paid bi-weekly (26 pay periods). 
• Compensation Factors: Based on grant funding, skills, experience, and expertise.
• Full-Time Benefits: Health, dental, and vision insurance; flexible spending account (FSA); 401(k); paid time off; Employee Assistance Program.

Commitment to Inclusion:
A Safe Place is an equal opportunity employer, celebrating diversity and providing reasonable accommodations for individuals with disabilities.

Make a Difference. Apply Today.
Be the voice of hope and a source of strength for survivors. Join A Safe Place and help transform lives every day.