Crisis Line Coordinator – Emergency Residential Shelter (Grant-Funded) at A Safe Place

Zion, Illinois, United States -

Full Time

Start Date

Immediate

Expiry Date

11 Mar, 26

Salary

31.25

Posted On

11 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Crisis Intervention, Emotional Support, Cultural Competence, Documentation, Time Management, Communication, Conflict Resolution, Team Collaboration, Trauma-Informed Care, Client Coordination, Organizational Skills, Bilingual Fluency, Self-Regulation, Professional Boundaries, Resilience, Ethics

Industry

Non-profit Organizations

Description

Description About the Role The Crisis Line Coordinator is a key frontline role responsible for ensuring the safety and well-being of individuals in crisis by operating the emergency hotline with professionalism and a trauma-informed approach. This role is essential to A Safe Place’s mission, providing crisis intervention, facilitating access to resources, and serving as the first point of contact for callers seeking emergency shelter and support. You will answer and triage crisis calls, provide immediate emotional support and safety planning, make referrals, and collaborate closely with family advocates to support residents during their shelter stay. The role also includes documentation, walk-in support, and coordination of services. Who Thrives in This Role The ideal candidate brings emotional intelligence, grounded presence, and healthy boundaries to a high-impact, trauma-exposed environment. This role requires a steady, compassionate professional who can remain calm, clear, and ethical under pressure. You will thrive if you: Maintain high emotional intelligence (EQ) and self-regulation in crisis situations Hold strong professional boundaries while offering warmth and respect Communicate clearly and compassionately during escalated or sensitive interactions Operate with cultural humility and support survivors from diverse backgrounds Think critically and act decisively when triaging crisis calls Stay organized in a fast-paced setting with high call volume and walk-in needs Adapt quickly to changing priorities and unexpected situations Work collaboratively with shelter staff and supervisors Demonstrate resilience, self-awareness, and willingness to seek support when needed Uphold ethics, confidentiality, and trauma-informed best practices People who excel here are grounded, compassionate, and steady—able to be a safe voice when someone else’s world feels like it is collapsing. Key Responsibilities Crisis & Walk-In Support Answer and assess all 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 services Client & Case Coordination Assist clients in accessing internal and external resources (housing, legal, healthcare) Coordinate support and follow-up with family advocates during shelter stays Documentation & Compliance Maintain accurate, confidential client records Enter case notes within 24 hours to meet agency and grant requirements Workflow & Time Management Prioritize high call volumes, walk-in needs, and administrative duties Use agency technology systems to manage tasks efficiently Professionalism & Customer Service Provide respectful, nonjudgmental service Maintain clear communication and confidentiality Training & Protocols Follow emergency procedures, safety planning, and agency protocols Participate in staff meetings, trainings, and team activities Complete required training: IM+CANS, 40-hour Domestic Violence training, and other agency-mandated certifications Perform additional organizational duties as assigned Requirements Education & Experience (Candidates may qualify through one pathway) Bachelor’s degree in counseling, social work, psychology, rehabilitation counseling, family therapy, or related human services field OR Bachelor’s degree in any field and two (2) years of documented clinical experience under a QMHP OR High school diploma/GED and five (5) years of documented clinical experience in mental health or human services Preferred Qualifications Experience with domestic violence, trauma-informed care, or crisis intervention Familiarity with Medicaid, IM+CANS, or community-based mental health services Licensure: LSW, LPC, or related (preferred, not required) Skills & Competencies Bilingual fluency in Spanish and English (required) Strong communication, interpersonal, and conflict-resolution skills Cultural competence and sensitivity to diverse populations Ability to work independently and collaboratively Strong time management, organization, and follow-through Proficiency with Microsoft Office and computer systems What You’ll Experience Schedule: Monday–Friday, 10:00 AM – 6:00 PM Environment: Professional office settings and secure residential shelters Physical Requirements: Ability to lift up to 20 lbs and navigate stairs Direct Service Expectations: 70% direct service (60% for supervisory roles) Meetings: Participation in 70% of staff meetings Holiday Coverage: Commitment to 2–4-hour holiday shifts as needed Travel: Local travel for outreach, training, and service delivery Transportation: Reliable vehicle, valid driver’s license, active insurance Compensation & Benefits Hourly Rate: $26.44 – $31.25 (paid bi-weekly; 26 pay periods) Compensation based on grant funding, experience, and qualifications Health, dental, and vision insurance FSA, 401(k), paid time off Employee Assistance Program Commitment to Inclusion A Safe Place is an equal opportunity employer. We celebrate diversity and are committed to an inclusive environment. Reasonable accommodations are available 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.

Responsibilities

The Crisis Line Coordinator provides crisis intervention and emotional support to individuals in crisis, while also coordinating services and resources for clients. This role includes answering crisis calls, assisting walk-in clients, and maintaining accurate documentation.