Crisis Services Coordinator

Description

We are looking for a companionate and team-oriented Crisis Services Coordinator to join our Crisis Services team. The Crisis Services Coordinator provides program-level leadership and coordination for crisis services across residential and non-residential services, ensuring the delivery of trauma-informed, survivor-centered services through effective staff development and cross-program coordination. The Crisis Services Coordinator provides direct client services such as needs assessment, crisis intervention, safety planning, risk assessment, referrals, resource coordination, and education on crime victim's rights and agency services. 

The anticipated schedule for this position is Tuesday-Saturday, 10am-6pm. This position also requires availability to provide on-call coverage and backup onsite coverage for 24/7 services as needed including evenings, weekends, and holidays.

Reports to: Executive Program Director of Crisis Services

Supervises: Crisis Services Advocates and Assigned Volunteers and Interns

Main Position Activities

• Provide supervision, mentorship, and professional development to Crisis Services staff, including hiring, onboarding, training, scheduling, performance support, and ongoing consultation. 
• Coordinate staffing and service delivery across the 24/7 crisis line, agency intakes, walk-in services, shelter, non-residential offices, and Survivors Advocacy Team (SAT) response to ensure timely and appropriate support based on client needs. 
• Provide and coordinate direct crisis services, including crisis line response, agency intakes, walk-in services, crisis intervention, risk and safety assessment, safety planning, referrals, and Survivors’ Advocacy Team (SAT) response.
• Provide advanced consultation and guidance on complex client situations, including crisis intervention, risk and safety assessment, safety planning, service planning, and resource coordination.
• Promote consistent, trauma-informed, survivor-centered assessment, intervention, documentation, referral, and follow-up practices across Crisis Services.
• Facilitate communication and continuity of care among Crisis Services, Residential Services, Outreach, SAT, agency leadership, and community partners.
• Monitor client needs, service outcomes, and program trends to identify barriers to access, gaps in services, and opportunities to strengthen outcomes for survivors.
• Support the development and implementation of program practices, procedures, and staff training that promote ethical, culturally responsive, trauma-informed care.
• Serve as a resource and escalation point for staff and participate in an on-call rotation to support complex client needs, safety concerns, shelter operations, and SAT response. 
• Maintain collaborative relationships with community partners and support coordinated advocacy, referrals, and access to resources for survivors.
• Maintain accurate, timely, and confidential client records and support compliance with documentation, reporting, and professional practice standards.
• Apply professional judgment to client interventions, decision-making, and problem-solving.

The above statements are intended to describe the general nature and level of work performed by staff assigned to this position. This is not necessarily an exhaustive list of all responsibilities, duties, and skills required. Other duties may be assigned as required.

Denton County Friends of the Family, Inc. is an equal opportunity employer.

This position is grant-funded and will continue only if sufficient grant or external funds are available.

Requirements

Prerequisites

• Bachelor's degree in social work, psychology, or related field
• Demonstrated experience in program coordination, program management, or operational leadership, preferably in crisis response, domestic violence, sexual assault, or victim services.
• Demonstrated experience supervising, leading, and developing staff in a fast-paced or crisis response environment.
• Demonstrated understanding of the dynamics and impact of domestic violence and sexual assault.
• Demonstrated ability to coordinate multiple teams, services, and priorities in a 24/7 service environment.
• Strong communication, organization, problem-solving, and decision-making skills.
• Ability to maintain confidentiality and exercise sound professional judgment in complex and high-stress situations.
• Must be at least 23 years old.
• Must have a valid driver’s license and a clean driving record.

Preferences

• Master's degree in social work, psychology, or related field.
• Bilingual in English and Spanish, with strong oral and written Spanish proficiency.
• Experience managing or coordinating multidisciplinary programs, teams, or community-based services.
• Experience with shelter, crisis line, advocacy, outreach, or hospital/law enforcement response.
• Experience evaluating client needs, service delivery/outcomes, and program effectiveness to identify opportunities for improvement.
• Experience developing and implementing program practices, procedures and staff training to promote consistent, trauma-informed service delivery.
• Experience working collaboratively with community partners and multidisciplinary response systems. 

Physical Requirements

• Ability to lift 25 lbs.
• Ability to easily climb stairs
• Ability to sit or stand for long periods of time