Crisis Line Operator (Emergency Residential Shelter) (Grant Funded)

About the Role

The Crisis Line Operator is a key frontline role responsible for ensuring the safety and well-being of individuals in crisis by operating the emergency hotline with professionalism and a trauma-informed approach. This role is essential to A Safe Place’s mission, providing crisis intervention, facilitating access to resources, and serving as the first point of contact for callers seeking emergency shelter and support.

You will answer and triage crisis calls, provide immediate emotional support and safety planning, make referrals, and collaborate closely with family advocates to support residents during their shelter stay. The role also includes documentation, walk-in support, and coordination of services.

Who Thrives in This Role

The ideal candidate brings emotional intelligence, grounded presence, and healthy boundaries to a high-impact, trauma-exposed environment. This role requires a steady, compassionate professional who can remain calm, clear, and ethical under pressure.

You will thrive if you:

• Maintain high emotional intelligence (EQ) and self-regulation in crisis situations
  
• Hold strong professional boundaries while offering warmth and respect
  
• Communicate clearly and compassionately during escalated or sensitive interactions
  
• Operate with cultural humility and support survivors from diverse backgrounds
  
• Think critically and act decisively when triaging crisis calls
  
• Stay organized in a fast-paced setting with high call volume and walk-in needs
  
• Adapt quickly to changing priorities and unexpected situations
  
• Work collaboratively with shelter staff and supervisors
  
• Demonstrate resilience, self-awareness, and willingness to seek support when needed
  
• Uphold ethics, confidentiality, and trauma-informed best practices

People who excel here are grounded, compassionate, and steady—able to be a safe voice when someone else’s world feels like it is collapsing.

Key Responsibilities

Crisis & Walk-In Support

• Answer and assess all 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 services

Client & Case Coordination

• Assist clients in accessing internal and external resources (housing, legal, healthcare)
  
• Coordinate support and follow-up with family advocates during shelter stays

Documentation & Compliance

• Maintain accurate, confidential client records
  
• Enter case notes within 24 hours to meet agency and grant requirements

Workflow & Time Management

• Prioritize high call volumes, walk-in needs, and administrative duties
  
• Use agency technology systems to manage tasks efficiently

Professionalism & Customer Service

• Provide respectful, nonjudgmental service
  
• Maintain clear communication and confidentiality

Training & Protocols

• Follow emergency procedures, safety planning, and agency protocols
  
• Participate in staff meetings, trainings, and team activities
  
• Complete required training: IM CANS, 40-hour Domestic Violence training, and other agency-mandated certifications
  
• Perform additional organizational duties as assigned

Education & Experience

(Candidates may qualify through one pathway)

• Bachelor’s degree in counseling, social work, psychology, rehabilitation counseling, family therapy, or related human services field
  OR
  
• Bachelor’s degree in any field and two (2) years of documented clinical experience under a QMHP
  OR
  
• High school diploma/GED and five (5) years of documented clinical experience in mental health or human services
  

Preferred Qualifications

• Experience with domestic violence, trauma-informed care, or crisis intervention
  
• Familiarity with Medicaid, IM CANS, or community-based mental health services
  
• Licensure: LSW, LPC, or related (preferred, not required)
  

Skills & Competencies

• Bilingual fluency in Spanish and English (required)
  
• Strong communication, interpersonal, and conflict-resolution skills
  
• Cultural competence and sensitivity to diverse populations
  
• Ability to work independently and collaboratively
  
• Strong time management, organization, and follow-through
  
• Proficiency with Microsoft Office and computer systems

What You’ll Experience

• Schedule: Monday–Friday, 10:00 AM – 6:00 PM
  
• Environment: Professional office settings and secure residential shelters
  
• Physical Requirements: Ability to lift up to 20 lbs and navigate stairs
  
• Direct Service Expectations: 70% direct service (60% for supervisory roles)
  
• Meetings: Participation in 70% of staff meetings
  
• Holiday Coverage: Commitment to 2–4-hour holiday shifts as needed
  
• Travel: Local travel for outreach, training, and service delivery
  
• Transportation: Reliable vehicle, valid driver’s license, active insurance

Compensation & Benefits

• Hourly Rate: $26.44 – $31.25 (paid bi-weekly; 26 pay periods)
  
• Compensation based on grant funding, experience, and qualifications
  
• Health, dental, and vision insurance
  
• FSA, 401(k), paid time off
  
• Employee Assistance Program

Commitment to Inclusion

A Safe Place is an equal opportunity employer. We celebrate diversity and are committed to an inclusive environment. Reasonable accommodations are available for individuals with disabilities.

Make a Difference. Apply Today.

Be the voice of hope and a source of strength for survivors. Join A Safe Place and help transform lives every day.