Crisis Response Manager

Marjaree Mason Center, Inc. • Fresno, CA

2d • $83,200 - $116,480 • Onsite

About The Position

The Crisis Response Manager provides strategic leadership, oversight, and coordination for all aspects of Marjaree Mason Center’s 24/7 crisis response programs. This role ensures the delivery of high-quality, trauma-informed crisis intervention and advocacy services to survivors of domestic violence while maintaining compliance with organizational policies and grant requirements. Responsibilities include managing operations, programming, and staff within the Crisis Response Department; developing and implementing effective systems, policies, and procedures; monitoring program performance and outcomes; and fostering cross-departmental collaboration to ensure comprehensive support for clients. The Crisis Response Manager also oversees program budget planning, contract and grant compliance, and the development of community partnerships to enhance service delivery. As the subject matter expert for crisis response services, this position represents MMC in external engagements, supports professional development within the team, and champions a culture of integrity, empowerment, dedication, and collaboration in alignment with MMC’s mission and strategic objectives.

Requirements

• Bachelor’s degree from a four-year college or university.
• Two years of experience working in the domestic violence, criminology, social services, sociology, or human services field.
• Minimum two years of management and leadership experience.
• Experience with database and project management software.
• Possession of a valid California driver's license and proof of liability insurance on personal auto.
• Must be insurable at all times at standard rate by MMC insurance carrier.
• Must successfully pass a drug, background and Tuberculosis test.
• Deep interest in and commitment to the mission and vision of MMC with a sensitivity to domestic violence.
• Demonstrated ability to work with sensitivity and without discrimination towards peoples of diverse cultures, races/ethnicities, socio/economic positions, ages, religions, and genders, physical, mental challenges, disabilities, and sexual orientations.
• Ability to adapt quickly and effectively in a fast-paced work environment, demonstrating resilience and sound judgment when managing crisis situations.
• Knowledge of general office practices, procedures, and terminology.
• Demonstrated ability to use current business software applications, including HRIS and accounting systems, as well as productivity tools, to collate, analyze, and synthesize data and information to provide strategic and operational insights to the Chief Programs Officer, Chief Executive Officer and Board of Directors.
• Strong hands-on approach with a high level of self-motivation, discipline, initiative, emotional intelligence, accountability, professionalism, integrity, confidentiality, and ethics.
• Must be flexible, adaptable, a creative thinker and problem solver who is also open to the insight of others.
• Work well in a team-oriented environment and collaboratively in cross-disciplinary teams and culturally diverse internal/external constituencies.
• Experience in managing staff and a proven record of motivating team members to achieve high performance.
• Excellent organization and attention to detail.
• Strong project management skills and ability to identify, evaluate, problem solve, think critically, and direct.
• An understanding of data analysis and performance metrics.
• Ability to prepare timely, proper, clear, and concise comprehensive reports, summaries, presentations, correspondence, and other documentation.
• Excellent communication skills and ability to communicate effectively, clearly, and concisely both verbally and in writing in English.
• The ideal candidate will demonstrate the ability to craft clear, concise, detailed and compelling content from scratch.

Responsibilities

• Provide overall leadership and vision for all aspects of the Crisis Response Team/Program including operations, programming and management of staff, and consultation with staff as needed.
• Leads the team and vendors in developing and implementing effective systems, policies, and procedures, ensuring all department staff adherence.
• Ensure the program staff adheres to organizational and grant policies, processes, and procedures.
• Establish current and future department and program goals. Manage and hold the team accountable for achieving strategic goals and metrics. Monitor departmental and individual performance and establish corrective measures as needed. Prepare detailed reports, both current and forecast.
• Champions the organization's vision, mission, and values to create a healthy work culture.
• Work in collaboration with all other departments and programs as it relates to those accessing crisis services and services that intersect with other departments.
• Develop, manage, and monitor the annual program budget, ensuring fiscal responsibility, cost-effective resource allocation, and alignment with grant requirements and organizational financial goals.
• Ensure funder accountability by monitoring, tracking, and reporting on contract compliance and grant metrics, program outcomes, and finances. This includes managing the team in providing detailed documentation as well as preparing reports to communicate the program's impact.
• Continuously assess and elevate the quality of crisis response services through systematic program evaluation, client feedback mechanisms, trauma-informed best practices, and ongoing staff training to ensure exceptional, compassionate, and effective support for survivors. Review client complaints, concerns, needs, and manage the grievance process.
• Develop and implement strategic program plans for crisis services that align with and support the organization's overall mission, vision, and strategic objectives.
• Reviews all intake documentation through the agency database and monitors case assessments and outcomes with team members.
• Develop, review, and continuously refine program-specific policies and procedures that align with organizational mission, best practices in domestic violence services, and regulatory requirements, including updating all department materials.
• Strategically develop, nurture, and expand community partnerships that include but are not limited to community-based organizations, government agencies, law enforcement, and shelter resources to create a network that enhances service delivery, expands reach, and provides holistic support for domestic violence survivors.
• Serve as the subject matter expert for all community programs, maintaining a comprehensive knowledge of the organization.
• Serve as the organization’s subject matter expert and primary representative to external stakeholders and committees, acting as the spokesperson to the community as needed, delivering community presentations, conducting media interviews, and facilitating training sessions as needed.
• Management of human resources functions for the crisis response department, including interviewing and selecting staff, training and coaching staff, scheduling staff, timesheet review and use of HRIS, monitoring staff performance, and conducting performance evaluations.
• Collaborate with the Human Resource Department to initiate, lead, and implement a staff, volunteer, and intern development program, encompassing onboarding, training to functional proficiency for job roles, and developing ongoing learning opportunities through workshops, webinars, and training to foster a culture of professional growth.
• Support cross-training to ensure an adaptable workforce and eliminate any skill gaps.
• Works collaboratively with colleagues throughout the organization in order to model and support effective cross-departmental partnerships, trauma-informed practices, resiliency-building, and commitment to diversity and inclusion.
• Communicates regularly and provides written department and employee updates to the CPO about sensitive/high profile cases, trends, community programs, facility and safety updates, and clients.
• Attend and support agency-wide fundraising events.
• Lead and attend program, department, and agency-wide meetings as required.
• Attend Board of Director and Board Committee meetings and present as required.
• Complete other duties as assigned.

Benefits

• Medical at $60.00 a month for employees, dependent coverage available at pro-rated additional cost (Kaiser, Anthem Blue Cross and Community Health Care options)
• 100% employer paid dental & vision
• 11 paid holidays
• PTO accrual up to 15 paid days annually
• California Paid Sick leave
• additional sick leave accrual
• 403b with company match

What This Job Offers

• Job Type: Full-time
• Career Level: Manager