Crisis Line Coordinator – Emergency Residential Shelter (Grant-Funded)
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. 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 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
- 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
- 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
Benefits
- Health, dental, and vision insurance
- FSA, 401(k), paid time off
- Employee Assistance Program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
51-100 employees
