What are the responsibilities and job description for the Client Access Specialist - Mornings position at Cleveland Rape Crisis Center?
POSITION TITLE: Client Access Specialist - Mornings
DEPARTMENT: Access to Care
REPORTS TO: Manager - Access to Care
CLASSIFICATION: Regular, Full-time
FLSA STATUS: Non-Exempt
POSITION SUMMARY
This position is responsible for providing 24-hour survivor support services on Cleveland Rape Crisis Center’s crisis hotline, chat, and text line, as well as in-person care in hospitals and police stations. Client Access Specialists ensure all survivors and co-survivors of sexual violence and human trafficking in CRCC’s service area have immediate, 24/7 access to trauma informed support, education, crisis stabilization, and follow up services. This position is also responsible for completing initial intake, scheduling, and offering resources relevant to individual need.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Offer confidential, trauma informed services to all survivors and co-survivors contacting the crisis hotline, chat, or text
- Respond in-person to emergency departments, police stations, social service organizations and other safe places in Cuyahoga, Lake, Ashtabula and Geauga counties to support survivors and co-survivors
- Demonstrate expert-level listening and communication skills to cultivate a safe physical and emotional environment for individuals seeking services
- Maintain accurate and up-to-date knowledge of all services and resources, both within and outside of CRCC
- Facilitate communication with law enforcement, medical professionals and others on behalf of the survivor
- Complete initial intakes for individuals seeking CRCC advocacy, trauma therapy, or case management services
- Increase client access to services through the coordination of transportation or language access, if needed
- Submit complete and accurate documentation of all services provided
- Ensure service coordination through timely and effective communication with team members
- Participate in regular monthly team meetings
CONTACTS/REPORTING
- CRCC Clients (direct)
- CRCC Staff including multi-disciplinary teams as appropriate
- Various Community Partners and Agencies
- Hospitals, Police Departments, Shelters (e.g. homeless, domestic)
SUPERVISORY RESPONSIBILITIES
- None
FINANCIAL RESPONSIBILITIES
- None
EDUCATION, EXPERIENCE, LICENSES, CERTIFICATIONS
- Associate’s degree in criminal justice, psychology, social work required
- 1 year of experience working on a crisis hotline or related work with survivors of trauma
- Valid driver’s license and reliable transportation
- May consider an equivalent combination of education, experience, and/or training to meet the essential functions of the position
KNOWLEDGE, SKILLS, ABILITIES & COMPETENCIES
- Demonstrated knowledge of trauma, sexual violence, mental health, and substance use
- Demonstrated knowledge of cultural diversity and working with a wide variety of populations
- Ability to manage and prioritize multiple and simultaneous requests for services
- Ability to work collaboratively with community members and staff, communicate effectively, organize complex ideas, be action-oriented, and quickly and effectively assess the needs of clients under emotional stress with minimal supervision
- Excellent interpersonal and organizational skills required
- Proficient in MS Office (Word, Excel, PowerPoint, Outlook)
- Ability to use electronic database/s (e.g. Apricot) and videoconferencing tools (e.g. Zoom, MS Teams)
- Ability to operate software programs related to crisis text and chat line
- Ability to use third party scheduling software for transportation and software for interpreters
- Bilingual English/Spanish with fluency in speaking, reading, and writing preferred
- Ability to communicate with clients verbally and in writing in English/Spanish (e.g. ability to read/explain forms to clients in their primary language) preferred
Core Competencies for All Employees
- Committed to the mission of CRCC to serve survivors and prevent sexual violence
- Must have the ability to build relationships; collaborate internally and externally; and communicate effectively with diverse audiences, both verbally and in writing
- Demonstrated knowledge of cultural diversity and how intersectionality contributes to specific systemic oppression and discrimination
- Ability to maintain confidentiality
- Handle confidential and sensitive information with discretion, integrity, and restraint
- Respectful of others; interacts with tact and sensitivity
Core Competencies for Client Facing Employees
- Ability to assess the needs of clients under emotional stress, de-escalate situations involving elevated clients, and identify appropriate initial response plans. Remains calm and reassuring in crises and responds appropriately.
- Comfort with and sensitivity to needs/expectations of clients and professionals with varied ethnic, socioeconomic, and philosophical perspectives
- Ability to be resilient
- Basic understanding of trauma informed care
WORK ENVIRONMENT/CONDITIONS
- Typical office environment
- Community-based locations (e.g. hospitals, police departments)
EQUIPMENT TO BE USED
- Typical office equipment (phone, computers, copiers, etc.)
TYPICAL PHYSICAL & MENTAL DEMANDS
ADA SPECIFICATIONS (Physical demands that must be met in order to successfully complete the essential functions of the position, with or without an accommodation)
- Ability to speak, hear, see and use computer and other office related equipment
- Ability to stand, sit, and lift up to 15 lbs.
- Ability to travel nationally, regionally and locally
Mental Demands that may be an inherent part of one’s position at CRCC
- Hearing and processing stories of sexual violence from survivors of various ages
- Understanding the symptoms of vicarious trauma and knowing how to minimize its impact
- Using supervision to appropriately process feelings of burnout, countertransference, and vicarious trauma
SCHEDULE/LOCATION
- In order to meet the needs of survivors of sexual violence and CRCC, this position requires work to be performed at any of CRCC locations and at locations within the community when needed
- Work is typically performed primarily remote, but in person as needed/requested
- Typical schedule is initially determined upon placement into the position but is subject to change due to CRCC needs; overtime may be required (e.g. remain with survivors at a hospital/police department call until call is complete)
- Position schedule:
- Tuesday - Saturday 6:00 am to 2:00 pm, performed primarily remotely
In addition to the normal shifts, the Incumbent is required to participate in regular monthly team meetings that may be held in the evenings or on weekends. Before beginning their assigned shift, this person will go through 120 hours of training. Training will be hybrid (in-person/virtual). Training will be 4 weeks in length and primarily held during the day (9a – 5p).
Furthermore, this position description does not establish a contract of employment and is subject to review and change at any time, with or without notice, in accordance with the needs of the Center. In addition to the requirements for this position, all employees are expected to become familiar with and uphold the Center’s Vision, Mission, Core Values, Guiding Principles, and Standards of Conduct.