Manager of Crisis Services

Position: Manager of Crisis Services

Function: The Manager of Crisis Services is responsible for ensuring a timely response to all crisis intervention services including, 24-hour hotline, Lethality Assessment Program screens, walk-in appointments, and shelter services. The Manager of Crisis Services is also responsible for overseeing general office management and delegating clerical tasks including, scheduling intakes and appointments, managing inventory of supplies, maintaining client files, and assisting with special assignments.

The Manager of Crisis Services is a senior level staff member within the department of the Harmony Project and may need to make judgment calls when the Director of the Harmony Project or Harmony Project Director of Programs is not available.

This position is to be carried out while empowering victims with respect to their safety and their right to self-determination.

Responsibilities:

• Ensure daily office procedures are completed including hotline calls and LAP Screening.
• Coordinate crisis response follow-up to: LAP screens, police releases of information, shelter intakes and paperwork, Accurate Answer call log and emails from volunteers and overnight hotline consultants.
• Read and respond to after-hours hotline shift reports from staff and volunteers and provide constructive feedback.
• Check voicemails daily on general mailbox.
• Delegate crisis response and follow up to Harmony Project staff.
• Manage scheduling of new client intakes: Walk-ins and shelter referrals.
• Together with Director of Programs, coordinate direct services including maintaining counselor caseload availability.
• Document in EmpowerDB any client contact including hotline intakes/calls, LAP calls, overnight hotline/LAP calls, or any face-to-face contact with clients.
• Point of contact for After Hours Hotline Staff and Hotline Volunteers, including being first call on overnight and weekend shifts when after-hours staff and volunteers require further assistance and supervision.
• Responsible for scheduling and coordination of monthly hotline calendar.
• Check Safe Connect referrals daily and coordinate response.
• Send daily crisis report to all day and after-hours staff.
• Answer 24 Hour hotline, Lethality Assessment line, and respond to walk-ins and greet in-person clients.
• General crisis intervention and case management for crisis clients such as safety planning, identifying options and resources, providing information and referrals, advocacy with outside systems and other service providers.
• Assist clients with applications for TROs, Victim Compensation, SAVIN, ACP, etc.
• Coordinate transportation for crisis clients as needed.
• Assess clients for shelter eligibility and make decisions regarding shelter admission, location, length of stay and next action steps.
• Complete in-person shelter admissions including intake paperwork, arrange reservations and extensions, transportation and distribution of gift cards and shelter supply bags.
• Make decisions regarding shelter for victims such as, continued eligibility, lengths of stay and next action steps.
• Coordinate weekly in-person shelter visits for longer-term shelter clients.
• Ensure access to other Harmony Project services for victims staying in shelter such as individual and group counseling, child counseling and general advocacy.
• Advocacy efforts to identify next safe location and facilitate transition.
• Coordinate shelter exits including in-person room check out, transportation, warm hand-offs to client’s next safe location and client feedback surveys.
• Point of contact for shelter location staff
• Attend Residential Directors’ meetings at CCADV and maintain positive relationships with member programs.
• Maintain “crisis binder” and submit monthly shelter statistics to the Harmony Project Director
• Review completed referral forms and complete conflict checks with CLC Legal Director to determine if clients are appropriate.
• Coordinate appointments for clients with CLC Legal Director.
• Ensure access to program supplies (including IT) and physical space.
• Manage record-keeping and documentation of client participation using My Case and Harmony Project client database.
• Report monthly statistics to Director.
• Participate in training and orientation of new staff, volunteers, and interns in all areas of Harmony Project functionality, especially crisis intervention.
• Provide therapeutic services to survivors of trauma.
• Support and manage Crisis and Program Assistant in learning new tasks and provide technical assistance for client matters.
• Together with Crisis and Program Assistant, maintain client resource guide.
• Ensure inventory of shelter and office supplies is maintained.
• Manage inventory of gift cards for clients and reconcile monthly with YWCA accountant.

Other Duties:

• • Maintain compliance with Connecticut statutes: C.G.S.52-146 including but not limited to: Privilege: C.G.S. 52-146K; Confidential Communication: C.G.S. 52-146(B) & C.G.S.52-146(F), C.G.S.52-146k (e); and Confidential Record Keeping: C.G.S.52-146 (i)
  • Work collaboratively with other YWCA staff and other service providers to build strong relationships within the organization, the local community, and the state.
  • Comply with Connecticut mandated reporting laws.
  • Prioritize responsibilities as necessary, in response to crisis needs and the needs of the Harmony Project.
  • Supportive of Harmony Project and YWCA management and its Board of Directors
  • Obtain information and identify key issues and relationships relevant to long-range strategic planning for the Harmony Project and the YWCA
  • Participate in YWCA & the Harmony Project staff events /programs including but not limited to: fundraising events, October Awareness, Certification Training and Staff Development Days
  • Perform all job responsibilities in accordance with CCADV standards and YWCA and DAS policies and procedures.
  • Travel as required.

Qualifications:

• • Master’s degree in Social Work or related field
  • Minimum of 3 years’ experience delivering direct services in a social service setting, supervisory experience required.
  • Comprehensive working knowledge of the dynamics of domestic violence, as well as safety planning and client defined advocacy
  • General knowledge of the court system, both civil and criminal, as it relates to domestic violence.
  • Ability to integrate and manage large amounts of information and communicate this information appropriately and effectively.
  • Ability to complete or have the battered women’s counselor certification (under CGS 52-146k regarding Privileged Communications).
  • Commitment to women’s issues as well as an understanding of the issues related to domestic violence.
  • Reliable transportation and working telephone required.

YWCA HISTORY AND KEY FACTS:

Around the globe, YWCA operates in 125 countries reaching 25 million women and girls through its work in 22,000 communities. It is the oldest and largest multicultural women’s organization in the world. In the United States, the YWCA, founded in 1855, has over 200 local associations that serve 2 million members. Since its beginning, the YWCA has been a major force in this country’s struggles for freedom, justice, and equality.

YWCA Greenwich’s mission is to eliminate racism, empower women, and promote peace, justice, freedom, and dignity for all. Through leadership, innovative programs, services, and educational opportunities, YWCA Greenwich is a driving force for a healthier, safer, and more equitable community.

Today, YWCA Greenwich offers over 100 age-specific programs, events and services in a facility that features a fully equipped fitness center, pool, gymnasium, childhood education center, dance and yoga studio, tennis courts, domestic abuse center, art gallery, café, water playground, Kompan structures playground, sand play area, meeting rooms and staff offices.

The key programmatic areas are: Harmony Project, Aquatics, Childhood Education programs, Fitness memberships, Health & Recreation Programs, and the Center for Equity and Justice. More specifically:

YWCA Greenwich provides comprehensive direct services to victims of domestic and sexual violence through 24-hour hotlines, crisis intervention, counseling, court advocacy, and emergency sheltering. Recently we have added a Civil Legal Clinic and Financial Literacy Coaching to our array of free services to victims of domestic and sexual violence. In addition, the YWCA Greenwich provides prevention education through extensive training of key members of the community and age-appropriate domestic abuse prevention programs through the Greenwich Public Schools.

YWCA Greenwich has a nationally recognized swim team. The Dolphins, now in its 51st season with well over 200 swimmers, can point with pride to their fourth consecutive USA Swimming recognition as a “Silver Medal” Club, placing the team in the top 4% nationally.

YWCA Greenwich boasts a diverse top-rated international preschool center, with children from a variety of racial, ethnic, and economic backgrounds representing not only the United States but also 25 other countries around the world.

EQUAL OPPORTUNITY EMPLOYER:

YWCA Greenwich commits to provide equal employment to all qualified persons solely on the basis of job-related skills, ability, and merit, without regard to race, color, age, gender, sexual orientation, gender identity or expression, religion, national origin, ancestry, marital status, veteran status, genetics, physical or mental disability or handicap, or any other protected class status. YWCA Greenwich will make reasonable accommodations for qualified individuals with disabilities, unless doing so would result in an undue hardship, and provide a workplace free from sexual harassment, discrimination, and retaliation.

Black, Indigenous, Latinx, AAPI and LGBQ+ persons are encouraged to apply.

Job Type: Full-time

Pay: $70,000.00 - $75,000.00 per year

Benefits:

• • Dental insurance
  • Employee assistance program
  • Employee discount
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Parental leave
  • Professional development assistance
  • Relocation assistance
  • Retirement plan

Work Location: In person