Emergency Shelter Crisis Line Operator

About A Safe Place

For over 46 years, A Safe Place has been a beacon of hope in empowering survivors of domestic violence and human trafficking to rebuild their lives.

Your Role: Emergency Shelter Crisis Line Operator

The Emergency Shelter Crisis Line Operator is a key frontline role dedicated to ensuring the safety and well-being of individuals in crisis by operating the emergency hotline with professionalism and a trauma-informed approach.

Key Responsibilities:

• Crisis & Walk-In Support: Answer and assess crisis line calls using trauma-informed care; provide immediate emotional support, de-escalation, and referrals. Greet and assist walk-in clients seeking emergency shelter or support services with professionalism and compassion.
• Client & Case Coordination: Assist clients in accessing internal and external resources (e.g., housing, legal aid, healthcare), and coordinate care in collaboration with family advocates during their shelter stay.
• Documentation & Compliance: Maintain accurate, confidential client records and enter detailed case notes within 24 hours to meet agency and grant compliance standards.
• Workflow & Time Management: Prioritize high volumes of calls, walk-in support, and follow-ups while managing administrative tasks efficiently using agency technology systems.
• Customer Service & Professionalism: Deliver empathetic, respectful, and nonjudgmental service to all callers and clients while maintaining confidentiality and clear communication.
• Training & Protocols: Follow emergency procedures, safety planning, and agency protocols; participate in ongoing training and complete additional duties as assigned.
• Commit to supporting survivors and fostering a violence-free society.

Requirements:

• Bachelor's degree in Social Work, Psychology, or a related field.
• Preferred: Master's degree in a related field.
• Bilingual Spanish/English fluency is preferred.
• Experience in crisis intervention, case management, and advocacy.
• Strong communication, interpersonal, and conflict-resolution skills.
• Cultural competence and sensitivity to diverse backgrounds.
• Passion for empowering clients and advancing A Safe Place's mission.
• Proficiency in managing and completing various tasks efficiently and accurately.
• Capacity to work both independently and collaboratively within a team environment.
• Familiarity with electronic medical records is a plus.
• Proficiency in Microsoft Office Suite and computer systems.

What You'll Experience:

• Schedule: Sunday through Thursday, 11:00 AM - 3:00 PM
• Work Environment: Professional office settings and secure, confidential shelters.
• Physical Requirements: Ability to lift up to 20 pounds and navigate stairs.
• Service Commitment: 70% direct service target (60% for supervisory roles).
• Team Engagement: Active participation in 70% of staff meetings.
• Holiday Schedule: Commitment to 2-4-hour shifts for holiday shelter coverage, as needed.
• Community Involvement: Opportunities for outreach activities as needed.
• Travel: Local travel required for outreach, training, and service delivery.
• Transportation: Reliable vehicle, valid driver's license, and active auto insurance required.

Compensation & Benefits:

• Hourly Rate: $26.44 - $31.25 per hour; paid bi-weekly (26 pay periods).
• Compensation Factors: Based on grant funding, skills, experience, and expertise.
• Full-Time Benefits: Health, dental, and vision insurance; flexible spending account (FSA); 401(k); paid time off; Employee Assistance Program.

Commitment to Inclusion:

A Safe Place is an equal opportunity employer, celebrating diversity and providing reasonable accommodations for individuals with disabilities.

Salary : $26 - $31