Crisis Line and Residential Support Specialist at Haven Inc

Pontiac, Michigan, United States -

Full Time

Start Date

Immediate

Expiry Date

03 Jun, 26

Salary

17.0

Posted On

05 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Crisis Intervention, Support Line Management, Customer Service, Needs Assessment, Resource Provision, Documentation, Active Listening, De-escalation, Communication, Training, Mentoring, Background Reporting, Safety Management

Industry

Non-profit Organization Management

Description

Description Position Summary: The Residential Crisis Line and Support Specialist will be responsible for the shelter front desk coverage and answering Crisis and Support Line calls in order to provide excellent customer service to the individuals seeking assistance and resources from HAVEN's residential program. The Residential Crisis Line and Support Specialist will assess callers’ primary need(s) and provide resources and help to ensure the safety of the residential guests and the shelter facility. Available Shifts: 2pm to 10pm Job 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 Appropriately document every call and chat received Regularly review and edit crisis call logs Maintain and update resource materials Complete and maintain appropriate and accurate documentation for funding sources Assist in training/mentoring of program staff, volunteers, and interns Provide program and agency overviews to community members as requested Respond to agency website “help now” e-mails Attend weekly team meeting and bi-monthly all staff meeting Attend community meetings that expand resource potential Work closely with other service programs within the agency to achieve positive survivor outcomes Requirements Job Requirements and Core Competencies BA or BS in Human Service area or an equivalent combination of education, work and volunteer experience working with adults and children. 1 year experience working in advocacy or a shelter or experience working with individuals who have experienced trauma strongly preferred. Knowledge of domestic and sexual violence. Must possess and maintain a valid Michigan driver’s license, acceptable driving record, and reliable transportation. Willing and able to complete and clear a comprehensive background report. Ability to remain calm and focused in stressful situations. Ability to assess callers' primary need(s). Skilled in active listening and crisis intervention required. Excellent written and verbal communication skills coupled with the ability to make quality “customer service” a priority required. Possesses basic computer skills. Excellent strength based crisis intervention/de-escalation skills. Demonstrated ability to empower individuals of various socio-economic status, cultural/racial backgrounds and orientations. Knowledge of community, state and federal resources preferred. Ability to work a flexible schedule including evening and weekends required. HAVEN’s Mission Statement: Empower survivors to heal and engage all individuals and communities to address and prevent sexual assault and intimate partner violence. HAVEN is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status or any other characteristic protected by state and/or federal law.

Responsibilities

The specialist will cover the shelter front desk and manage Crisis and Support Line calls, assessing needs and providing resources to ensure the safety of guests and the facility. Key duties include providing crisis intervention via phone and chat, meeting walk-in clients, documenting interactions, and maintaining resource materials.