Senior Manager of Hospital Accompaniment and Crisis Intervention Services

HOUSTON AREA WOMENS CENTER • Houston, TX

8d • Hybrid

About The Position

The Senior Manager of Hospital Accompaniment and Crisis Intervention Services cultivates and expands relationships with hospitals, medical providers, and community partners. The role oversees crisis response at local hospitals, urgent care facilities, and community-based clinics throughout the region, as well as service delivery to survivors of domestic and sexual violence. Services include crisis intervention, emotional support, danger assessment, safety planning, resource connection, case management, and shelter placement. The position also manages complex ongoing client cases and client-service delivery.

The manager oversees daytime and evening hotlines, live chat, and hospital accompaniment services, as well as the overnight/weekend Hospital Accompaniment program and Nurse Request line. The position supports 24-hour crisis hotline and chat services as needed, coordinates staffing to provide 24/7 hospital accompaniment, and provides direct client-service coverage as a backup. It also manages program quality, compliance, reporting, training, budgets, staff development, and relationships with hospital and community partners.

The schedule is Tuesday 9 a.m.–8 p.m. and Wednesday through Friday 9 p.m.–8 a.m. The role is hybrid and involves 50% local travel.

Requirements

• Bachelor’s degree in social sciences, psychology, sociology, social work, or criminal justice.
• Five years of experience working in social services.
• Three years of experience managing a team.
• Two years of experience working with people in crisis or experience working as a counselor.
• LMSW or LPC in good standing.
• Intermediate proficiency with Microsoft Office, Teams, SharePoint, and internal database programs.
• Computer savvy and able to learn new systems and applications quickly.
• Texas driver’s license with a good driving record.
• Reliable transportation and ability to travel to off-site locations using personal transportation.
• Superior writing abilities and attention to detail.
• Service-oriented attitude, strong work ethic, and growth mindset.
• Critical-thinking ability and strong emotional intelligence.
• Sound judgment and decision-making to manage resources, competing priorities, and department responsibilities effectively.
• Excellent verbal and business communication and presentation skills.
• Interpersonal skills and willingness to work with people from diverse ethnic, socioeconomic, and religious backgrounds.
• Ability to think strategically and work collaboratively.
• Ability to be a team player and work productively in a dynamic, fast-paced, deadline-oriented environment.

Nice To Haves

• Master’s degree in social work or a related field.
• Knowledge of laws and regulations relating to child abuse and neglect, sexual abuse, liability, and negligence.
• Bilingual English/Spanish.

Responsibilities

• Cultivate existing and develop or expand new relationships with hospitals, medical providers, and community partners.
• Oversee crisis response at local hospitals, urgent care facilities, and community-based clinics across the region.
• Oversee service delivery to survivors of domestic and sexual violence, including crisis intervention, emotional support, danger assessment, safety planning, resource connection, case management, and shelter placement.
• Manage ongoing complex client cases and delivery of client services.
• Evaluate and oversee daytime and evening domestic violence and rape crisis hotlines, live chat, and hospital accompaniment services.
• Evaluate and oversee the overnight/weekend Hospital Accompaniment program and Nurse Request line.
• Support 24-hour Crisis Hotline and Chat Services as needed.
• Provide crisis intervention and emotional support through the two 24-hour hospital accompaniment and crisis intervention programs.
• Conduct danger assessments and safety planning as needed.
• Coordinate hospital accompaniment coverage and staff scheduling to ensure 24/7 service, and provide backup direct client services as needed.
• Maintain accurate client records and ensure program deadlines are met.
• Audit staff-completed client intake paperwork at least bi-weekly and work with the Program Director on grant performance targets and reporting compliance.
• Partner with the Quality Management team to monitor program outcomes and develop strategies to improve performance or create initiatives.
• Prepare monthly and special reports as required.
• Maintain current field knowledge and attend seminars, workshops, and conferences to increase professional knowledge and effectiveness.
• Develop training curricula, including database and software training, and serve as the designated program or department trainer.
• Deliver training presentations on crisis-response service delivery, including hotline, chat, and hospital accompaniment.
• Conduct on-the-job training observations and coach new program staff.
• Conduct periodic program evaluations and recommend service-delivery improvements to Program Managers and the director.
• Maintain the hospital accompaniment budget and expense reports, including program expenses and travel reimbursement.
• Collaborate with and serve as liaison to other divisions and Program Managers to connect clients with other programs and ensure continuity of services after follow-ups and check-ins.
• Hold monthly meetings with the Hospital Accompaniment Response Team, bi-monthly meetings with program leaders, and quarterly all-staff and hospital-partner meetings.
• Train as an HHSC/TANF domestic violence expert to grant Good Cause recommendations and Address Confidentiality.
• Report suspected and prior abuse or neglect to Child Protective Services or Adult Protective Services when appropriate.
• Perform other duties and projects as assigned.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• Vacation leave based on relevant professional experience (15–30 days annually for full-time employees)
• Sick leave (112 hours annually for full-time employees)
• Eleven observed agency holidays, with holiday pay for eligible employees regularly scheduled to work on the holiday
• 401(k) retirement plan with a 125% employer match on employee contributions up to 4% of annual earnings for eligible full-time employees after one year of service

What This Job Offers

• Job Type: Full-time
• Career Level: Senior