Crisis Services Specialist

YWCA Dayton•Dayton, OH

just now•Onsite

About The Position

YWCA Dayton, a 24-hour organization dedicated to the elimination of racism and the empowerment of women, seeks an energetic, dedicated person to be an integral part of our team. The Crisis Services Program Specialist is an Exempt-level position working 40 hours weekly, Monday through Friday from 9:00 AM–5:30 PM, with flexibility to provide additional crisis services or shelter support as operational needs require. The Crisis Services Program Specialist reports to the Director of Data Services and Compliance and plays a vital role in providing compassionate, trauma-informed care and support to individuals experiencing crisis. This position provides direct crisis-line response while supporting the day-to-day operation of the crisis hotline, data collection and information systems, program reporting, and continuity of crisis services. The Specialist is responsible for responding to individuals seeking crisis services, assessing immediate needs, providing appropriate crisis intervention and referrals, and ensuring accurate documentation of services. Working closely with the Director of Data Services and Compliance, the position reviews and analyzes information collected across scheduled crisis-line shifts, monitors data quality and completeness, develops required reports, identifies trends or service gaps, and supports accurate and timely program reporting. As part of a 24-hour crisis services operation, the Specialist may also provide direct shelter support when staffing or operational needs require additional coverage. This person is dedicated and demonstrates compassion, sound judgment, professionalism, and a commitment to the vision, mission, and values of YWCA Dayton.

Requirements

Demonstrated understanding of trauma and its impact on individuals and families. Provides services in a manner that promotes safety, trust, choice, collaboration, empowerment, dignity, and respect.
Proven ability to assess crisis situations, remain calm under pressure, utilize effective de-escalation techniques, identify immediate needs, and determine appropriate interventions.
Ability to independently evaluate situations, prioritize competing needs, make sound decisions within established guidelines, and recognize circumstances requiring additional intervention or leadership involvement.
Strong attention to data integrity, documentation, and reporting. Ability to organize, review, analyze, and communicate program information accurately and identify meaningful trends or concerns.
Working knowledge of computers and Microsoft 365 products, including Outlook, Word, Excel, and Teams. Ability to learn and effectively utilize crisis services data collection and information systems.
Ability to manage direct crisis services, data responsibilities, reporting deadlines, documentation, and changing operational priorities in a fast-paced environment.
Strong verbal, written, and interpersonal communication skills with the ability to communicate clearly, professionally, and compassionately in sensitive or high-stress situations.
Ability to work effectively across programs, respond appropriately to changing operational needs, and contribute to a collaborative team environment.
Demonstrated ability to appropriately manage confidential and sensitive information while maintaining professional boundaries with clients, residents, employees, and community partners.
Previous experience providing crisis intervention, victim services, domestic violence services, sexual assault services, human trafficking services, behavioral health services, shelter services, or other related human services required.
Demonstrated trauma-informed competency and experience working with individuals experiencing crisis.
Proven crisis intervention and de-escalation skills required.
Working knowledge of computers and Microsoft 365 products, including Outlook, Word, Excel, and Teams.

Nice To Haves

Bachelor’s degree in social work, human services, psychology, counseling, criminal justice, or a related field preferred. An equivalent combination of relevant education and directly related experience may be considered.
Experience collecting, reviewing, maintaining, or analyzing program data strongly preferred.
Experience developing reports or working with program information systems preferred.

Responsibilities

Provide direct crisis-line coverage during assigned working hours and respond to individuals experiencing crisis using trauma-informed and survivor-centered practices.
Assess immediate needs and safety concerns and determine appropriate interventions, resources, referrals, and next steps within established program protocols.
Utilize proven crisis intervention and de-escalation techniques while maintaining composure, empathy, and appropriate professional boundaries.
Recognize complex or high-risk situations requiring additional intervention and determine when escalation to appropriate leadership or emergency resources is necessary.
Provide accurate information regarding YWCA Dayton programs and available community resources.
Complete required documentation following crisis-line contacts accurately and within established timeframes.
Maintain confidentiality and appropriately safeguard sensitive client information.
Support the day-to-day operation and continuity of the crisis hotline.
Review information and documentation received from scheduled crisis-line shifts to ensure required information is complete, timely, and consistent with established procedures.
Identify missing, incomplete, or inconsistent documentation and coordinate appropriate follow-up.
Serve as a resource regarding crisis-line documentation, data collection practices, and established hotline procedures.
Monitor crisis-line activity and identify recurring service, documentation, or operational concerns.
Communicate identified concerns, service gaps, or process issues to appropriate leadership.
Recommend practical improvements that support service quality, data integrity, documentation, and efficient crisis-line operations.
Assist with maintaining consistent crisis-line practices across scheduled shifts.
Maintain and support the crisis-line data collection and information system.
Review data collected across scheduled shifts for accuracy, completeness, consistency, and timely submission.
Identify and resolve routine data discrepancies and elevate significant concerns to the Director of Data Services and Compliance.
Compile and analyze crisis-line and program information to identify service patterns, utilization, trends, and emerging needs.
Develop recurring and ad hoc program reports for leadership and organizational reporting purposes.
Maintain supporting records and documentation required for accurate program reporting.
Assist with preparing data and reports required for program evaluation, grants, funders, audits, compliance reviews, and other organizational requirements.
Communicate significant data findings, trends, or concerns to the Director of Data Services and Compliance and provide recommendations when appropriate.
Support established data quality and compliance practices across Crisis Services.
Maintain appropriate confidentiality and safeguards when accessing, reviewing, and reporting program information.
Provide direct shelter and Crisis Services shift support when staffing or operational needs require additional coverage.
Respond to resident needs and crisis situations using trauma-informed and de-escalation practices.
Assist in maintaining a safe, respectful, supportive, and trauma-informed environment for residents and their children.
Follow established shelter procedures, safety protocols, documentation requirements, and escalation processes.
Collaborate with Crisis Services staff to maintain continuity of services across programs and shifts.
Exercise sound judgment when addressing immediate client or operational concerns and involve appropriate leadership when necessary.
Communicate professionally and compassionately with survivors, residents, employees, community partners, and other stakeholders.
Work collaboratively across Crisis Services and with the Director of Data Services and Compliance to support consistent service delivery, documentation, and reporting.
Communicate operational, documentation, data, safety, or service concerns to appropriate leadership in a timely manner.
Participate in department meetings, training, case discussions, and organizational activities as required.
Maintain professional boundaries and confidentiality in all client, employee, and community interactions.