OVERVIEW: The Crisis Response Advocate (CRA) is responsible for providing direct service to clients in a 24/7 call center environment. The CRA is the first impression many clients and community members experience with The Center. They are expected to be compassionate, empathetic, sincere, and professional in their interactions with the public.
Direct Client Services: Provide crisis intervention, safety planning, counseling, advocacy, information, referrals and supportive services, including the following tasks:
- Answer incoming calls to The Center’s 24/7 crisis line and Metro United Way’s 2-1-1 Information and Referral line
- Conduct follow-up calls as appropriate
- Respond to text and email inquiries from clients
- Support walk-in clients
- Assist with client desk, shelter, and hospital advocacy coverage as needed
Documentation: Document prompt and timely interactions with clients and other relevant activities to support continuous improvement and examine program goals and outcomes, including the following tasks:
- Maintain daily written, verbal and electronic communication
- Record client interactions in appropriate databases
- Coordinate advocate response to hospital runs
- Collaborate with shelter staff on clients entering emergency shelter
Call Center/Centerwide Initiatives: Engage as an active contributor to Call Center and Centerwide initiatives, including the following tasks:
- Engage in bi-weekly supervision and coaching with direct supervisor
- Participate in call shadowing with supervisor and director
- Participate in peer to peer shadowing with co-workers
- Facilitate and participate in team and agency meetings as required
- Maintain required trainings and participate in in-services and continuing education opportunities
- Participate in conflict resolution with peers as needed
- Coordinate with community partners (e.g., law enforcement, Child Protective Services, volunteers, Metro United Way, sexual assault forensic exam (SAFE) nurses) to promote positive relationships. Communicate any challenges to the director for follow-up.
- Provide Crisis Response program orientation to SAFE nurses, volunteers, and interns
Salary Range: < $35,000
Education: Bachelor’s degree. A minimum of 3 years of experience in a related field may be substituted for a degree.
- De-escalation skills
- Critical thinking skills
- Organizational skills
- Developed sense of empathy
- Ability to remain calm during challenges
- Ability to communicate effectively, both verbally and in writing
- Ability to identify problems and offer creative solutions
- Ability to set and maintain boundaries
- Must have a valid driver’s license and maintain a driving record that meets CWF automobile insurance requirements.
- Fluency in languages other than English is a plus.
How to Apply:
Please apply here.