Job Description

Job Summary

The Lead Crisis Response Advocate (CRA) is responsible for providing trauma-informed crisis intervention, advocacy, and safety planning to individuals impacted by intimate partner violence (IPV) and sexual assault. As a senior team member, the Lead CRA models exemplary service, mentors new staff, and ensures the effective operation of the 24/7 call center. This position plays a key role in training, staff development, and crisis response program initiatives while maintaining a client-centered approach to advocacy and support.

Essential Duties and Responsibilities

Crisis Intervention & Client Advocacy

• Provide immediate crisis intervention, safety planning, emotional support, and advocacy via the call center and walk-in services.
• Utilize trauma-informed de-escalation techniques to assist survivors in navigating their next steps.
• Offer referrals to community resources, legal services, housing support, and other relevant services.
• Conduct follow-up crisis services and document client interactions in compliance with agency standards.

Training & Staff Development

• Guide and mentor new Crisis Response Advocates, providing hands-on training and performance expectations.
• Facilitate learning modules as part of the 40-hour New Advocate Training for new staff and volunteers.
• Provide real-time coaching, feedback, and development opportunities to ensure competency in crisis response.
• Communicate additional training needs and skill development recommendations to supervisors and leadership.

Operational Oversight & Leadership

• Provide shift oversight to ensure the efficient operation of the call center and adherence to crisis response protocols.
• Assist in the hiring process, including interviewing and onboarding new Crisis Response Advocates.
• Actively participate in cross-team collaboration efforts, promoting strong interdepartmental communication.
• Serve as a key member of the agency's critical incident debriefing team, offering support to staff after challenging cases.
• Support and implement crisis response program initiatives, adapting to the evolving needs of the community.

Documentation & Compliance

• Accurately and promptly document client interactions and services provided.
• Ensure compliance with agency policies, funding requirements, and best practices in crisis response.
• Assist in program evaluation efforts by tracking key performance indicators and identifying areas for improvement.

Skill Requirements

• Strong crisis intervention and trauma-informed care skills.
• Excellent de-escalation and conflict resolution abilities.
• Ability to communicate effectively with individuals in crisis, as well as with staff and external partners.
• Strong critical thinking and problem-solving skills.
• Ability to remain calm and professional in high-stress situations.
• Self-motivated with excellent organizational and time management skills.

Experience & Education Requirements

• Bachelors degree in social work, psychology, human services, or a related field preferred, or a minimum of 3 years of experience in crisis intervention, social services, advocacy, or a related field.
• Previous experience providing direct services to survivors of intimate partner violence and/or sexual assault preferred.
• Experience training and mentoring staff in a crisis intervention or advocacy setting is highly desirable.
• Proficiency in using call center technology and case management software is a plus.
• Fluency in languages other than English is a plus.
• Valid driver's license and ability to maintain a driving record that meets CWF automobile insurance requirements if operating a company vehicle.
• Ability to work flexible hours, including evenings, weekends, and holidays as needed.
• Must have a successful background check.

Essential Physical Requirements

• Ability to sit and work at a computer for extended periods.
• Ability to remain alert and focused during high-pressure crisis situations.
• Occasional moderate physical activity, such as lifting or transporting materials.
• Ability to work in high-stress environments, requiring emotional resilience and adherence to self-care practices.

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