Residential & Crisis Support Specialist (Part-Time)

YWCA Evanston/North Shore•Evanston, IL

4d•$20 - $22

About The Position

This part-time position is located in Evanston, Illinois. As a member of a domestic violence team, the Residential and Crisis Support Specialist helps maintain a safe, supportive, welcoming, and trauma-informed residential environment and supports callers to the 24-hour crisis line. The position builds supportive relationships with residents, models appropriate behaviors and boundaries, implements residential policies and procedures, and communicates improvement needs to team members and management. Crisis line duties include assessing caller needs, safety planning, screening for shelter eligibility, providing emotional support, and referring callers to resources. The role provides designated shift coverage across days, evenings, weekends, holidays, and overnights to maintain 24/7 coverage. Employees must accept at least six available, unscheduled, comparable callback shifts per year. The position also supports facility operations, documentation, quality management, and shelter services.

Requirements

High school diploma or equivalent.
At least one year of experience working with children, youth, adults, and families in crisis situations and/or who have experienced domestic violence.
Complete the Illinois 40-Hour Domestic Violence Training Certificate within 60 days of employment.
Obtain First Aid/CPR certification within six months of employment.
Complete the online ServSafe Manager Certification within 30 days of hire.
Intermediate proficiency in Microsoft Office Suite.
Availability for weekend work and designated shifts that may include days, evenings, holidays, and overnights.
Ability to accept at least six available, unscheduled, comparable callback shifts per year.
Ability to tolerate prolonged stationary periods at a desk or computer; occasionally stand, walk, climb stairs, reach, and push, pull, lift, or move up to 15 pounds; move about the facility; and operate computers and other equipment.
Ability to perform the essential functions of the position, with reasonable accommodations available for individuals with disabilities.

Nice To Haves

Bachelor’s degree in social work, counseling, psychology, or a related field.
Two to three years of experience working with children, youth, adults, and families on domestic, intimate partner, or family violence issues and supporting people 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

Welcome new shelter residents and guide them through the resident-directed intake process according to protocol.
Engage residents supportively, reinforce trauma-informed principles, recognize residents’ strengths and successes, and provide information and resource referrals.
Respond to resident questions and reinforce safety guidelines, resident rights, and responsibilities.
Distribute needed supplies and help residents navigate in-house conflicts; refer residents to client advocates as appropriate and model healthy boundaries, self-awareness, and self-care.
During overnight and weekend shifts, assess security needs, call police for serious safety issues, and assess and conduct emergency discharges when necessary according to agency protocol.
Accept a minimum of six available, unscheduled, comparable callback shifts per year as a condition of employment.
Respond to 24-hour crisis line callers with crisis intervention, safety planning, emotional support, information about legal rights and options and domestic violence, and referrals; document calls appropriately.
Screen callers for shelter eligibility and arrange arrivals for eligible callers.
Schedule clients seeking walk-in counseling and complete backup documentation as needed.
Update shelter status in Salesforce and maintain accurate notes about shelter issues.
Maintain timely and accurate service documentation, including narratives, phone and supplementary intakes, contact books, and accident reports, and enter information into Salesforce.
Submit operational, facility, or client concerns promptly and proactively according to protocol.
Review shelter, departmental, and organizational communications; maintain accurate timesheets and other requested forms; attend monthly team meetings.
Conduct scheduled facility walk-throughs, report security and maintenance issues, and clean as needed to maintain a safe and orderly environment.
Report low food and supply levels to the Residential Services Coordinator.
Support the shelter food program by conducting walk-throughs, assisting with cleaning, reporting issues, maintaining compliance with health and food sanitation regulations, and preparing meals on a limited basis.
Conduct relocation room checks and report issues to the Residential Services Coordinator.
Follow emergency evacuation procedures and facility security protocols; support volunteers assisting shelter residents.
Attend staff trainings, participate in agency committees, pursue professional development, follow agency procedures and policies and the employee handbook, and perform other duties assigned by management.