Crisis Support Advocate Manager A

Job Overview

Manages the Crisis Support Advocate Team to ensure survivors have safety, security, and cleanliness while living in the emergency shelter. Ensures services are provided to survivors with an empowerment based, survivor-focused approach to crisis intervention, conflict resolution, safety planning, and support for survivors in the shelter and on the after-hours hotline.

Responsibilities and Duties

• Directly oversees and manages the Full-Time Crisis Support Advocates.
• Meets with all Full-Time Crisis Support Advocates on a regular basis for supervision and guidance. This includes training, coaching employees; assigns and directs work; appraises performance- rewards and disciplines employees together with the Director of Shelter Services and Human Resources. Oversees and ensures staff complies with ethical standards and quality of service.
• Ensures survivors are provided with a supportive staff presence in the shelter 24 hours/day by creating and maintaining the schedule of Crisis Support Advocates.
• Trains new staff, volunteers and interns as assigned.
• Provides back-up support or fills in as Crisis Support Advocate as needed
• Ensures shelter health, safety, and security standards are met. Reports facility needs to maintenance department and coordinates for repairs as needed.
• Oversees the after-hours Injunction for Protection filing on Weekends.
• Monitors the quality of survivor intake files, survivor exit interviews, survivor support services documentation and ensures it is survivor-focused and empowerment based to meet the standards provided by funders.
• Monitors and ensures all statistical information and documentation is entered into the database system and submitted in a timely manner.
• Counsels survivors as needed with the Crisis Support Advocates
• Attends staff meetings and training sessions as required.
• Monitors and ensures all Shelter Support Advocate duties are completed by the end of each shift.
• Coordinates and facilitates groups
• Provides or arranges for safe transportation for participants and their children.
• Provides on call coverage in coordination with Director of Shelter Services.
• May work various shifts on various days of the week, as needed.

Occasional duties or projects which may be performed at irregular intervals:

• Alerts IT personnel of changing agency needs.
• Represents The Spring at community meetings and events as assigned.
• Performs other duties as assigned.

Accountability: Areas in which the position is accountable/responsible:

• Customer Service: Maintains participant satisfaction and quality of services.
• Records: Ensures participant files are kept up to date professionally and within agency standards.
• Safety: Assists in maintaining participant safety.
• Quality Control: Responsible for ensuring staff provides quality services to participants.
• Budgets: Maintains expenditures to ensure they are within the department’s budget.

Supervision Responsibility:

• Reports directly to the Director of Shelter Services A.
• Supervises Crisis Support Advocates, volunteers, and interns. Carries out supervisory responsibility in accordance with The Spring’s policies and procedures.

Business-Related Contacts:

• Internal: Has contact with Facilities Director on a regular basis to schedule required maintenance; submits personnel paperwork and addresses employee-related concerns with the Director of Shelter Services A. Maintains regular contact with all shelter staff that impacts the daily operations of the emergency shelter. Maintains regular contact with participants and staff members in the course of providing services.
• Externally: Has contact with vendors, contractors, service providers, and community partners.

Education/Training/Experience

• Bachelor’s degree in social work or related field is preferred, or 2 years of relevant experience in social services in a residential setting.
• One year of supervisory experience preferred.
• Requires 24-hour Core Competency training and additional 6-hours (30- hours total) to qualify for privilege status.
• Requires on-going 16-hours of DV related training after the first year.

Specialized or technical educational requirements:

• Bilingual (English/Spanish) is preferred.

Certification or Licensing Requirements

• Must successfully pass a level II background check.
• Must be eligible to be sworn as a Deputy Clerk of the Circuit Court.
• Requires a valid driver’s license, two years driving experience, acceptable Motor Vehicle Report, active driving insurance, and reliable transportation.
• Requires 24 hour CORE competency training and additional 6-hours (30 hours total) to qualify for privilege status. Must pass written exam.

Specialized equipment or machines used in the course of the duties of the position

• Computer literate in MS Office/Windows preferred.

Physical Demands

• The position requires verbal communication (in person and by telephone), compiling and preparing reports, and reviewing/accessing information and files. Traveling to off-site meetings and transporting participants is required occasionally. The position requires sitting, standing, and reaching occasionally. Using hands, talking, and hearing are required frequently. The position requires close vision and ability to focus for preparing and viewing documents. The position occasionally requires the ability to lift up to 50 pounds.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:

• The environment is typically that of an office setting with a moderate noise level. There is occasional exposure to the outdoor elements due to occasional travel requirements.
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Behavior Expectations:

The expectation is that each team member demonstrates knowledge of our company culture code and works in a way that aligns with our 15 fundamental behaviors. Our Guiding Principles are at the beginning of our culture code guidebook we are…

Survivor-Focused and Empowerment Based. The diverse voices of survivors inform the decisions we make. Survivors are encouraged to heal and move forward at the pace they set.

Collaborative. Collaboration with our community partners helps create better outcomes for survivors while also ensuring knowledge of the services we provide.

Diverse & Inclusive. Our team reflects the diversities of our community and the survivors we serve. We establish spaces and services that are supportive of all people.

A Great Place to Work. People love to work here. We develop the potential of our staff and support their growth as leaders in this work.

Honest & Ethical. We are transparent. We deliver on our promises. Each dollar we receive is used for its intended purpose and its greatest good.

A Safe Space. Safety leads each interaction with survivors.

Advocates. We tirelessly advocate for survivor safety, abuser accountability, and improving the overall system in our community.