Crisis Services Lead

Description

We are looking for a compassionate and team-orientated Crisis Services Lead to join our Crisis Services team providing on-shift operational leadership and crisis service delivery across crisis, residential, and non-residential services. The Crisis Services Lead serves as the designated point of contact for staff and clients during assigned shifts, coordinating crisis response, agency intakes, shelter and non-residential service needs, crisis line services, and Survivors Advocacy Team response.  The Crisis Services lead provides direct client services such as agency intakes, walk-in services, needs and risk assessments, crisis intervention, safety planning, information and referrals, and education on crime victims’ rights and agency services. 

The anticipated schedule for this position is Sunday-Thursday, 4pm-12am with the flexibility to adjust the schedule based on program needs and holiday coverage. This position also participates in the shelter on-call rotation.

Reports to: Crisis Services Coordinator

Supervises: Assigned volunteers and interns

Primary Functions

• Provide on-shift operational leadership and direction and participate in the shelter on-call rotation to support consistent, effective service delivery across programs.
• Provide crisis intervention, risk and needs assessments, safety planning, referrals, and client support.
• Coordinate Crisis Line, agency intake, walk-in, shelter, outreach, and SAT response based on client needs and urgency.
• Serve as a designated after-hours operational contact for shelter, Crisis Services, and SAT needs during assigned shifts.
• Coordinate and support SAT response, including hospital and law enforcement response as needed.
• Provide real-time consultation, problem-solving, and operational support to staff; escalate matters requiring supervisory or management intervention.
• Support communication and continuity of services across Crisis Services, Residential Services, Outreach, and agency leadership.
• Monitor service activity, documentation, and operational needs; identify and communicate trends, concerns, or barriers.
• Support staff onboarding, training, mentoring, and implementation of program policies and service standards as assigned.
• Maintain accurate, timely, and confidential client documentation and records.
• Participate in staff meetings, trainings, quality improvement activities, and ongoing professional development. 

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.

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

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

Requirements

Prerequisites:

• Bachelor’s degree in social work, psychology, or related field
• Strong communication, organizational, coordination, and problem-solving skills
• Demonstrated understanding of relationship violence, sexual assault, trauma-informed interventions, and survivor-centered practices
• Experience providing crisis intervention or working in a crisis response environment
• Demonstrated ability to independently assess risk, make sound decisions, and respond effectively in high-stress situations
• Demonstrated ability to provide operational direction, guidance, and support to staff in a fast-paced, 24/7 service environment
• Ability to work collaboratively across Crisis Services, Residential Services, Outreach, and other agency programs 
• Must be at least 23 years old
• Must have a valid driver’s license and a clean driving record

Preferences:

• Excellent oral and written Spanish
• Experience with domestic violence/sexual assault shelter services
• Experience coordinating multidisciplinary or emergency response
• Experience providing peer leadership, mentoring, or training 

Physical Requirements:

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