Crisis Line Coordinator – Emergency Residential Shelter (Grant-Funded)

A Safe Place•Zion, IL

15d•$26 - $31•Onsite

About The Position

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. 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.

Requirements

Bachelor’s degree in counseling, social work, psychology, rehabilitation counseling, family therapy, or related human services field
Bachelor’s degree in any field and two (2) years of documented clinical experience under a QMHP
High school diploma/GED and five (5) years of documented clinical experience in mental health or human services
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
Ability to lift up to 20 lbs and navigate stairs
Commitment to 2–4-hour holiday shifts as needed
Reliable vehicle, valid driver’s license, active insurance

Nice To Haves

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)

Responsibilities

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
Assist clients in accessing internal and external resources (housing, legal, healthcare)
Coordinate support and follow-up with family advocates during shelter stays
Maintain accurate, confidential client records
Enter case notes within 24 hours to meet agency and grant requirements
Prioritize high call volumes, walk-in needs, and administrative duties
Use agency technology systems to manage tasks efficiently
Provide respectful, nonjudgmental service
Maintain clear communication and confidentiality
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