Supervisor of Crisis Response

Description

Job Summary

The Supervisor of Crisis Response provides leadership, oversight, and operational management for the 24/7 crisis call center, hospital advocacy, and crisis intervention services. This role ensures the delivery of trauma-informed crisis intervention, supportive counseling, safety planning, and referral services. The Supervisor is responsible for staff supervision, training, compliance with best practices, and maintaining service quality across all crisis response operations.

Essential Duties and Responsibilities

Program Leadership & Service Delivery

• Oversee the operations of the 24/7 crisis response programs, ensuring services align with trauma-informed best practices and agency standards.
• Maintain and enhance crisis intervention protocols, ensuring timely, effective, and compassionate responses to clients in crisis.
• Participate in the on-call rotation to ensure 24/7 supervisory coverage and continuity of services.
• Coordinate hospital advocacy efforts, ensuring crisis advocates provide immediate support and accompaniment for survivors.

Staff Supervision & Development

• Supervise a team of crisis response advocates and 2-1-1 call center agents, providing training, coaching, and ongoing support.
• Conduct regular individual and group supervision sessions to assess performance, offer feedback, and ensure compliance with service standards.
• Oversee the recruitment, hiring, and onboarding process for crisis response staff.
• Facilitate and lead team meetings, reinforcing a culture of accountability, professionalism, and trauma-informed care.

Compliance & Quality Assurance

• Ensure compliance with agency policies, grant requirements, and state-mandated reporting guidelines.
• Maintain accurate and timely client records, documenting service delivery and interventions in the designated database.
• Regularly review crisis response data to monitor performance metrics and ensure continuous improvement.
• Implement and oversee compliance with the Lethality Assessment Program (LAP) and other safety planning protocols.

Community Collaboration & Engagement

• Serve as a liaison between The Center and external stakeholders, including law enforcement, hospitals, and community service providers.
• Represent the Crisis Response team at community meetings, coalitions, and professional networks to strengthen partnerships and service delivery.
• Provide education and training on crisis intervention and trauma-informed care to community partners and internal teams.

Financial & Administrative Oversight

• Manage crisis response program expenditures within the allocated budget, submitting purchase receipts and financial reports as required.
• Review, correct, and approve staff timecards, ensuring accurate payroll processing.
• Collect and analyze call volume and service data to evaluate program effectiveness and advocate for necessary resources.

Other Duties as Assigned by Supervisor

Qualifications

Experience and Educational Requirements

• Bachelor’s degree required; Master’s degree in social work, psychology, counseling, or a related field preferred.

• Minimum of 3–5 years of experience in crisis intervention, domestic violence/sexual assault advocacy, or a related field.
• At least 1 year of supervisory or leadership experience, preferably in a crisis response setting.
• Experience managing 24/7 service programs and call center operations is a plus.

Skills & Competencies

• Strong knowledge of trauma-informed care and crisis intervention best practices.
• Ability to effectively supervise and support a diverse team in a high-stakes environment.
• Excellent written and verbal communication skills.
• Strong organizational and problem-solving abilities, with the capacity to make data-driven decisions.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams) and experience using call center software or client management databases.
• Ability to work independently while fostering teamwork and shared leadership.

Other Requirements

• Must have a valid driver’s license and maintain a driving record that meets agency automobile insurance requirements, if operating a company vehicle.
• Must have a successful background check.
• Availability for on-call supervisory responsibilities outside of standard business hours.

Work Environment & Physical Demands

• Moderate exposure to risk, requiring adherence to safety precautions.
• Position requires periodic travel within the community for advocacy, training, and stakeholder meetings.
• Must be able to lift 25 lbs and up to 70 lbs with assistance.
• Occasional moderate physical activity may be required, such as transporting materials or assisting clients.
• Ability to work in high-stress environments, requiring emotional resilience and adherence to self-care practices.