Crisis Response Advocate Lead

Employer: Center for Women & Families

Job Description

OVERVIEW: The Crisis Response Advocate (CRA) Lead is responsible for training and mentoring new staff. They model exemplary performance to all staff and volunteers. The Lead CRA provides shift oversight to Call Center operations. They engage in Crisis Response program initiatives. The Lead is responsible for providing direct service to clients in a 24/7 call center environment.


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

Training: Provide verbal and written feedback to teammates on their work at the agency, including in the following settings:

  • Guide new CRAs through curriculum of new hire learning. Set benchmarks for expectations and communicate additional training needs to supervisor and director
  • Regularly review and make recommendations to training curriculum to ensure it stays up-to-date with Center processes and policies
  • Provide ongoing training and continued mentorship to all staff
  • Provide Crisis Response program orientation to sexual assault forensic exam (SAFE) nurses, volunteers, and interns
  • Coordinate and monitor peer to peer shadowing with co-workers
  • Facilitate New Advocate Training modules as part of 40-hour training for new staff and volunteers

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
  • Participate in agency data work group to analyze data collection and enhance the agency’s capacity to make data-driven decisions

Call Center Oversight: Provide oversight for day-to-day Call Center Operations to ensure daily shift tasks are completed

  • Ensure completion of CWF web submissions
  • Participate and conduct conflict resolution with peers as needed
  • Ensure staff take their breaks
  • Coordinate with community partners (i.e. Law Enforcement, CPS, volunteers, Metro United Way, SAFE nurses) to promote positive relationships. Communicate any challenges to the director for follow-up.

Call Center/Centerwide Initiatives: Engage as an active contributor to Call Center and Centerwide initiatives, including the following tasks:

  • Participate in call center interview and hiring processes
  • Participate in cross-team collaboration efforts to ensure skill sharing, communication about program updates, etc.
  • Engage in bi-weekly supervision and coaching with direct supervisor
  • Participate in call shadowing with supervisor and director
  • Facilitate and participate in team and agency meetings as required
  • Maintain required trainings and participate in in-services and continuing education opportunities
  • Participate in critical incident debriefing team to support staff in processing difficult situations that can have agency wide impact
  • Participate in special projects as assigned

Salary Range: $35,000 - $50,000

Job Requirements:

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
  • Conflict mediation skills
  • Decision-making skills
  • Developed sense of empathy
  • Ability to facilitate cooperation among individuals and groups
  • 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
  • Ability to display an attitude of growth and learning
  • Ability to be a self-starter


  • Must have a valid driver’s license and maintain a driving record that meets CWF automobile insurance requirements.
  • Fluency in languages other than English are a plus.

How to Apply:

Please apply directly to The Center for Women and Families by going to our website ( > About > Employment > Now Hiring) at: