Crisis Support Specialist – Full-Time (1st Shift)

Crisis Nursery•Urbana, IL

2d•$18 - $21•Onsite

About The Position

The Crisis Support Specialist manages Crisis Nursery's 24/7 Crisis Line and serves as the primary point of contact for families accessing services. This position is responsible for coordinating crisis care admissions, conducting family intakes & exits, connecting families with community resources, documenting services, and ensuring effective communication between families and staff. The Crisis Support Specialist reports to the Assistant Director, Crisis & Family Support.

Requirements

25 years of age or older preferred
Bachelor's degree in Social Work, Psychology, Child Development, Human Services, or a related field preferred.
Experience in crisis intervention, case management, family support, counseling, or a related human services field preferred.
Knowledge of trauma-informed care, child development, and community resources preferred.
CPR and First Aid certification, or the ability to obtain certification upon hire.
Valid driver's license and reliable transportation preferred.
Ability to assess situations, prioritize needs, and make decisions under pressure.
Ability to work independently while collaborating effectively with team members.
Strong interpersonal, communication, and active listening skills.
Excellent documentation, organizational, and computer skills.
Ability to build trusting relationships with children, families, and community partners.

Responsibilities

Answer the 24/7 Crisis Line, schedule crisis care, and direct calls to the appropriate staff.
Schedule admissions, prioritize families based on need, and maintain safe child-to-adult ratios.
Greet and assist individuals entering the building while serving as the primary contact in the Program Office.
Maintain the Program Office by keeping supplies stocked, ordering meals, coordinating laundry services, and ensuring all required documentation is complete and current.
Assist with training new staff and interns on Program Office procedures and responsibilities.
Conduct parent intake and exit interviews for all admissions.
Complete family assessments and surveys, identifying needs and taking appropriate follow-up action.
Provide families with information about their child's stay and services received.
Conduct follow-up calls with families after services and refer families to the Strong Families Program as appropriate.
Utilize trauma-informed, strengths-based, and family-centered practices in all interactions.
Support families in developing and making measurable progress toward individualized goals.
Identify family needs and connect families with appropriate community resources, including housing, food assistance, childcare, and other basic needs.
Maintain current knowledge of community resources, eligibility requirements, and referral processes.
Develop and maintain collaborative relationships with community partners to strengthen referral pathways and improve family outcomes.
Monitor referral outcomes through follow-up communication to determine whether services were successfully accessed and whether additional support is needed.
Maintain accurate, timely, and confidential client records, data collection, and required documentation.
Ensure all client files and program paperwork are complete and compliant with agency standards.
Maintain confidentiality and adhere to all agency policies, mandated reporting requirements, licensing standards, and ethical guidelines.
Work collaboratively with Children's Specialists and volunteers to ensure quality care and effective communication during each shift.
Help maintain a healthy, safe, and clean environment for children.
Interact with children in accordance with Crisis Nursery's philosophy of care.
Attend team meetings, program meetings, and all-staff meetings.
Participate in ongoing training and professional development to remain current on best practices in crisis intervention, family support, trauma-informed care, and community resource coordination.