Engagement & Crisis Intervention Specialist

CROSSROADS RHODE ISLAND•Providence, RI

17h

About The Position

The Engagement & Crisis Intervention Specialist engages clients in the Front Lobby and Community Room, assesses immediate needs, and connects people with Crossroads programs or other providers as appropriate. The position coordinates responses to crises to support the safety of everyone involved and provides guidance to Front Desk Reception staff and Safety Officers on shift to maintain a welcoming, respectful, safe, and trauma-informed environment. The role also oversees Emergency Overflow shelter operations in the Community Room, completes after-hours intakes and HMIS documentation, maintains bed lists and service transaction records, provides backup reception coverage, oversees the Food Pantry and daily house laundry, and helps receive and store donations in coordination with the Development Department. The work takes place in a high-stress, fast-paced environment where safety and security protocols are a priority. Crossroads is an equal opportunity employer and describes itself as a Recovery Friendly Workplace, committed to a healthy, safe, and stigma-free work environment for employees impacted by addiction.

Requirements

Associate degree and/or certificate in the Human Services field; equivalent experience working with disempowered and oppressed populations may be considered instead.
At least 1 year of experience in a Human Services field, such as advocacy or case management.
Excellent engagement and assessment skills.
Ability to work in a fast-paced environment.
Ability to communicate effectively and work as a team player.
Strong problem-solving and leadership skills.
Ability to give and receive constructive feedback.
Understanding of Harm Reduction, Motivational Interviewing, and Trauma Informed Care.
Successfully complete Non-Violent Crisis Intervention training.
Ability to maintain confidentiality of client information.
Strong professional boundaries.
Understanding of the effects of poverty, oppression, sexism, and other experiences encountered by disempowered populations.
Proficiency with Microsoft Office, including Word, Excel, and Outlook, and data entry.
Ability to meet the physical demands of sitting, walking, lifting up to 20 pounds, reaching, carrying, speaking, and listening.

Responsibilities

Advocate for the organization’s mission and uphold its values.
Deliver services safely, respectfully, and effectively.
Guide Front Desk Reception staff and Safety Officers on shift to maintain a welcoming, trauma-informed environment and ensure services follow Crossroads’ values and current policies.
Engage clients in the Community Room and Front Lobby to build rapport, assess immediate needs, and make appropriate referrals to Crossroads programs or other providers.
Respond to crisis situations and use Non-Violent Crisis Intervention techniques to deescalate when possible; direct Safety and Front Desk staff and request emergency medical or police assistance as needed.
Coordinate with police, rescue, and fire personnel to facilitate services while protecting client confidentiality under state and federal laws.
Oversee Emergency Overflow shelter operations in the Community Room, including distribution, cleaning, and collection of sleeping mats, blankets, towels, and related supplies.
Complete after-hours intakes with individuals and families and enter accurate, timely data into HMIS.
Maintain and update the HMIS bed list daily.
Enter routine service transactions, such as laundry, showers, mail, and telephone use, into HMIS daily.
Provide backup coverage for reception staff as needed.
Oversee the Food Pantry.
Coordinate with the Development Department to receive and store donations.
Oversee completion of daily house laundry.
Perform other duties as assigned.