Lead Bilingual Homeless/Domestic Violence Specialist

The Lead Bilingual Homeless/Domestic Violence Specialist will oversee daily operations and provide direct support to specialists handling calls related to homelessness and domestic violence. This position ensures that all interactions with callers are handled with empathy, professionalism, and urgency while meeting the center’s standards for quality service. The Lead Specialist will be responsible for providing guidance, training, and mentorship to the call center team, monitoring performance metrics, and ensuring that appropriate resources and referrals are provided to callers in need. The specialist works closely with the Homeless Services Director, Victims Services Coordinator and the Victim Services team to monitor and evaluate calls for accuracy, compliance, and customer satisfaction. Remote staff must reside in either the District of Columbia, Maryland or Virginia.

* Candidates must be able to participate in and complete mandatory orientation and training during the first 6 weeks of employment.

Reports to: Victim Services Coordinator

Employment Status: Full-time, Non-Exempt

Available shift(s)

• Monday through Friday, Day Shift (8am-4pm)

Qualifications

• Must speak English and Spanish
• Bachelor's degree in business, communications, or related field or at least 2 years of experience
  in a customer service or call center environment.
• Prior experience in crisis intervention, homelessness services, domestic violence advocacy, or
  related fields.
• Previous experience in a call center or client service role, preferably in a leadership or
  supervisory capacity.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving skills.
• Ability to multitask and prioritize workload.
• Ability to work independently and as part of a team.
• Proficient in Microsoft Office and call center software.
• Knowledge of quality assurance principles and practices.
• Knowledge of customer service techniques and best practices.
  

Key Responsibilities:

• Assist with escalated calls and provide de-escalation strategies when necessary
• Monitor real-time call activity to ensure all calls are addressed promptly and appropriately.
• Conduct regular call monitoring, and evaluation to ensure compliance with established standards and procedures.
• Provide feedback to HDV Staff on call quality performance and identify areas for improvement.
• Develop and maintain quality assurance documentation that reflects best practices and standard operating procedures.
• Conduct regular internal audits for iCarol homeless forms and Osnium/iCarol Domestic Violence forms to ensure consistency, and completeness, also making sure CCSI Staff are meeting regulatory requirements and industry standards.
• Provide regular reports to management on call quality metrics, including trends and analysis of data.
  
• Communicate effectively with other departments and stakeholders to ensure that quality concerns are addressed promptly and effectively.
• Lead and mentor a team of hotline staff and volunteers, providing training on crisis intervention techniques, active listening, and resources available for callers.
• Assist in the development and implementation of crisis intervention protocols and best practices for the hotline team.
• Continuously evaluate and improve hotline procedures based on feedback and emerging best practices in crisis response.
• Create and facilitate ongoing training sessions on topics such as domestic violence, safety planning, homelessness, trauma-informed care, active listening, de-escalation techniques, and cultural competency.
• Regularly assess training needs based on staff performance and feedback, adjusting programs as necessary.
• Foster a supportive team environment, encouraging open communication and collaboration among staff members.
• Facilitate debriefing sessions after particularly challenging calls or incidents, allowing staff to process their experiences and receive support.
• Works with shelters to complete placements including transportation and any other details
  
• Understands policies about shelter placements, understands the organizational policies related to shelter and safety
• Works with call center staff to ensure that homeless/domestic violence policies and procedures are followed

Administrative Duties

• Completes clerical work as needed.
• Communicate problems to supervisors when necessary
• Maintains confidentiality
• Attend in-services and meetings as scheduled
• Contact supervisors in case of emergency
• Thoroughly and accurately complete the statistics sheet on each call. Completes homeless forms, protective services forms, suicide forms, regular caller forms etc. when required.
• Performs other duties as requested that are not specifically listed but are consistent with the position and skills of the incumbent and necessary for the efficient and effective operation of CCSI

Required Skills and Abilities:

Work Environment and Physical Requirements:

Physical Requirements:

• Requires sitting for long periods
• Use of hands to handle, control or feel objects, tools or controls
• Long periods of looking at a computer screen
• Repeat the same movements

Education and Experience Qualifications Required:

• Successful completion of CCSI Training
• Completes Applied Suicide Intervention Skills Training (ASIST), Assessing Suicide in Kids (ASK) and Mental Health First Aid (MHFA) Training within 6 months of obtaining position

Knowledge, Skills and Abilities Required:

• Knowledge of principles and processes for providing customer service
• Ability to communicate information
• Ability to work with diverse staff and client population
• Ability to multitask and stay calm in a stressful environment

Work Conditions:

• Holidays, evening and weekend coverage is required, depending on Agency needs.
• Hours are flexible to meet program needs.
• Potential exposure to highly emotional and stressful situations.

Benefits:

• 401 (k)
• Dental Insurance
• Employee Assistance Program
• Disability & Life  Insurance
• Flexible Spending Account
• Health & Vision Insurance
• Holiday Premium Pay
• Paid Time Off
• Referral Program

Equal Employment Opportunity

Community Crisis Services provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Salary : $26