The Residential and Crisis Support Specialist, as a member of a larger domestic violence team, is the primary on-site position that helps maintain a safe and supportive residential environment and offers critical support to callers of the 24-hour crisis line. The position proactively builds supportive relationships with residents, role models appropriate behaviors and boundaries and implements residential policies and procedures. Crisis line tasks include assessing caller needs, conducting safety planning, screening for shelter eligibility, providing emotional support as needed, and referring callers to critical resources.
This position provides coverage for shifts including days, evenings, weekends, holidays, and overnights to help ensure coverage 24/7 and is integral to creating a warm, welcoming, and trauma-informed space for all.
Essential Functions & Responsibilities:
Residential Support (40%)
- According to protocol, compassionately welcomes new shelter residents and sensitively guides them through the resident directed in-take process.
- Warmly and proactively engages residents in a manner that reinforces our trauma-informed principles and builds a supportive space.
- Takes every opportunity to provide supportive comments that recognize the successes and strengths of residents.
- Provides information and resource referrals to residents as needed.
- Champions the principles and practices of trauma-informed care in all interactions with residents.
- Responds to resident questions and reinforces critical safety guidelines, and resident rights and responsibilities as needed.
- Distributes needed supplies to residents.
- Assists residents in navigating in-house conflicts, refers residents to client advocates as needed, and role models healthy boundaries, self-awareness, and self-care.
- Overnight and on weekends, independently assesses security needs and calls police when serious safety issues arise.
- Overnight and on weekends, exercises discretion to assess serious safety violations that necessitate the need for emergency discharge and conducts the discharge process in accordance with agency protocol.
- Provides on-call coverage for the shelter as needed.
Crisis Line (35%)
- Responds to and appropriately documents all calls on the 24-hour crisis line providing callers with crisis intervention, safety planning, emotional support, information about legal rights and options, information about domestic violence, and referrals.
- Screens for shelter eligibility and makes arrival arrangements with eligible callers.
- Schedules clients seeking walk-in counseling and completes any back up documentation.
- Updates shelter status board to ensure accurate occupancy information for team members.
- Maintains accurate notations and reviews them to stay updated on shelter issues.
Record Keeping (10%)
- Keeps accurate service documentation including narratives, phone and supplementary intakes, contact book, accident report forms, etc.
- Reviews shelter, departmental, and organizational communication frequently.
- Maintains timely and accurate timesheets and other forms or documents as directed.
Facility Support (10%)
- Assists in maintaining a clean, safe, and orderly environment by conducting walk-throughs as scheduled, reporting security or maintenance issues in a timely manner, and carrying out cleaning duties if needed.
- Reports to Residential Services Coordinator when food and other supplies are running low and in need of restocking.
- Assists in supporting shelter food program by ensuring kitchen remains in compliance with health and food sanitation regulations by conducting walk-throughs, assisting in cleaning tasks if needed, reporting issues to the Residential Services Coordinator, and conducts meal preparation on a limited basis.
- Conducts relocation room checks per agency protocol and reports issues to the Residential Services Coordinator.
- Ensures compliance with emergency evacuation protocol as needed.
- Maintains a secure facility by adhering to related protocol.
- Supports volunteers providing assistance or services to shelter residents.
Additional Duties (5%)
- Provides and attends regularly scheduled departmental and organizational staff meetings and trainings and participate in organization committees as requested.
- Attends professional development as requested.
- Understands and adheres to all of the YWCA Evanston/North Shore procedures and policies as well as the YWCA Employee Handbook.
- Perform other duties as assigned by management.
Education: High School diploma or equivalent
Experience and/or Training: Previous experience working with children, youth, adults, and families who are in crisis situations and/or have experienced domestic violence.
- Successful completion of the Illinois 40-Hour Domestic Violence Training Certificate within 60 days of employment
- First Aid/CPR within 6 months of employment
Technology/Equipment: Intermediate proficiency in the Microsoft Office Suite?
Education: Bachelor’s Degree in social work, counseling, psychology or related field.
Experience and/or Training: Three years’ experience working with children, youth, adults, and families on issues related to domestic/intimate partner/family violence and offering support to individuals who have experienced trauma.
Licenses/Certificates: Illinois 40-Hour Domestic Violence Training Certificate.
Language: Bilingual in Spanish or other languages.
Technology/Equipment: Beginner proficiency with online case management systems
Days/Hours: Friday, 7:00 AM to 3:00 PM; Saturday & Sunday, 3:00pm to 11:00pm