Residential & Crisis Support Specialist (Back-up)

YWCA Evanston/North Shore•Evanston, IL

8d•$20 - $22•Hybrid

About The Position

This position is located in Evanton, Illinois. The Residential and Crisis Support Specialist, as a member of a larger domestic violence team, is the primary on-site position that helps maintain a safe and supportive residential environment and offers critical support to callers of the 24-hour crisis line. The position proactively builds supportive relationships with residents, role models appropriate behaviors and boundaries, implements residential policies and procedures, and collaborates with team members and management to identify and proactively communicate areas for improvement. Crisis line tasks include assessing caller needs, conducting safety planning, screening for shelter eligibility, providing emotional support as needed, and referring callers to critical resources. This position provides coverage for designated shifts including days, evenings, weekends, holidays, and overnights to help ensure coverage 24/7. As a back-up, on-call position, this role requires highly flexible availability, as shifts may be assigned on short notice to fill emergency call-back coverage needs. Candidates must be able to reliably respond and report for shifts with minimal advance warning. This position is integral to creating a warm, welcoming, and trauma-informed space for all.

Requirements

High School diploma or equivalent
At least 1 year of experience working with children, youth, adults, and families who are in crisis situations and/or have experienced domestic violence.
Successful completion of the Illinois 40-Hour Domestic Violence Training Certificate within 60 days of employment
First Aid/CPR within 6 months of employment
Successful completion of the online ServSafe Manager Certification within 30 days of hire
Intermediate proficiency in the Microsoft Office Suite

Nice To Haves

Bachelor’s degree in social work, counseling, psychology or related field.
2-3 years of experience working with children, youth, adults, and families on issues related to domestic/intimate partner/family violence and offering support to individuals who have experienced trauma.
Experience working in residential settings.
Experience in crisis intervention and conflict resolution.
Experience submitting reporting documentation and completing intake paperwork.
Experience administering and evaluating key program metrics.
Illinois 40-Hour Domestic Violence Training Certificate.
Fluency in Spanish or other languages.
Beginner proficiency with online case management systems

Responsibilities

Compassionately welcomes new shelter residents and sensitively guides them through the resident-directed intake process.
Warmly and proactively engages residents in a manner that reinforces our trauma-informed principles and builds a supportive space.
Provides supportive comments that recognize the successes and strengths of residents.
Provides information and resource referrals to residents as needed.
Champions the principles and practices of trauma-informed care in all interactions with residents.
Responds to resident questions and reinforces critical safety guidelines and resident rights and responsibilities as needed.
Distributes needed supplies to residents.
Assists residents in navigating in-house conflicts, refers residents to client advocates as needed, and role models healthy boundaries, self-awareness, and self-care.
Independently assesses security needs and calls police when serious safety issues arise (overnight and weekends).
Exercises discretion to assess serious safety violations that necessitate the need for emergency discharge and conducts the discharge process in accordance with agency protocol (overnight and weekends).
Accepts a minimum of 6 unscheduled, comparable call-back shifts per year as a condition of employment (full-time and part-time employees).
Accepts a minimum of 2 shifts a month as a condition of employment (back-up positions).
Responds to callers on the 24-hour crisis line providing crisis intervention, safety planning, emotional support, information about legal rights and options, information about domestic violence, and referrals.
Appropriately documents all calls in the online case management system.
Screens for shelter eligibility and makes arrival arrangements with eligible callers.
Schedules clients seeking walk-in counseling and completes any backup documentation.
Updates shelter status in Salesforce to ensure accurate occupancy information for team members.
Maintains accurate notations and reviews them to stay updated on shelter issues.
Keeps accurate service documentation including narratives, phone and supplementary intakes, contact book, accident report forms, etc., ensuring timely entry into Salesforce.
Timely and proactive submission of issues or concerns related to operations, facility, or client needs according to protocol.
Reviews shelter, departmental, and organizational communication frequently.
Maintains timely and accurate timesheets and other forms or documents as directed.
Attends a monthly team meeting to share concerns, build community, acquire information, and discuss case issues.
Assists in maintaining a clean, safe, and orderly environment by conducting walk-throughs as scheduled, promptly reporting security or maintenance issues, and carrying out cleaning duties if needed.
Reports to Residential Services Manager when food and other supplies are running low and in need of restocking.
Assists in supporting shelter food program by ensuring kitchen remains in compliance with health and food sanitation regulations by conducting walk-throughs, assisting in cleaning tasks if needed, reporting issues to the Residential Services Manager, and conducts meal preparation on a limited basis.
Conducts relocation room checks per agency protocol and reports issues to the Residential Services Manager.
Ensures compliance with emergency evacuation protocol as needed.
Maintains a secure facility by adhering to related protocol.
Supports volunteers providing assistance or services to shelter residents.
Attends staff trainings and participates in agency committees.
Pursues professional development.
Understands and adheres to all YWCA Evanston/North Shore procedures and policies as well as YWCA Employee Handbook.
Performs other duties as assigned by management.