Emergency Services Advocate

The Emergency Services Advocate is responsible for delivering immediate crisis intervention, trauma-informed support, and comprehensive advocacy services to survivors of intimate partner violence and sexual assault.  This includes serving in a 24/7 emergency shelter, responding to hospital calls, supporting shelter residents with daily living needs, and contributing to Center-wide overnight crisis services. This role ensures emotional and physical safety while supporting client-centered goals and providing a compassionate, professional presence during third shift hours.  

Essential Duties and Responsibilities 

Direct Client Services 

• Provide crisis intervention, safety planning, counseling, de-escalation, advocacy, information, referrals, and supportive services. 

• Answer The Center’s 24/7 crisis line and respond to text, email, and walk-in inquiries.  

• Provide safety planning, crisis intervention, information, referrals, and emotional support.  

• Conduct hospital/clinic advocacy runs for adults and pediatrics, arriving within 30 minutes of call notification.  

• Support shelter residents with intake, exit planning, conflict resolution, and psychoeducation.  

• Conduct assessments and develop individualized transition plans.  

• Provide individual or group education on power-based violence dynamics.  

• Participate in shelter readiness, walk-in response, client desk, and child/pet enrichment activities.  

• Assist with transportation for survivors.  

Other duties as assigned by supervisor. 

Documentation 

• Document prompt and timely interactions with clients and other relevant activities to examine program goals and outcomes and support continuous improvement. 

• Document all interactions and service outcomes accurately and promptly in Vela or designated systems.  

• Complete required assessments and transition plans.  

• Maintain daily written, verbal, and electronic communication.  

• Support grant performance tracking and reporting as required.  

Hospital Advocacy Protocol   

• Provide immediate in-person support to adult or pediatric survivors in hospital or clinical settings by following established advocacy protocols. 

• Travel to the requesting facility within 30 minutes during appointed shifts. 

• Carry a complete Hospital Support Packet and clock in/out per Paycom procedures  

• Return to The Center post-run to restock materials and complete all documentation  

• Submit mileage reports for eligible travel  

Shelter & Call Center Coordination 

• Coordinate with shelter and emergency services teams to ensure continuity of care and comprehensive support. 

• Collaborate with shelter and emergency services team to coordinate coverage and services.  

• Assist with conflict resolution among clients and peers. 

• Provide orientations for new hires, SAFE nurses, interns, and volunteers  

Crisis Intervention and Conflict Resolution 

• Provide immediate crisis intervention and ongoing support to clients in distress. 

• Conduct safety assessments and implement individualized risk mitigation strategies. 

• Utilize trauma-informed approaches to de-escalate conflicts and ensure client safety. 

• Assist clients in navigating legal, medical, and social service systems. 

 Team & Center-wide Engagement 

• Engage in bi-weekly supervision, coaching and performance meetings. 

• Participate in peer-to-peer shadowing with supervisors and cross-functional collaboration.  

• Participate in staff development, in-services and continuing education. 

• Contribute to team and agency meetings as required. 

• Provide care grounded in the Harm Reduction Model. 

Compliance & Communication 

• Uphold professional standards and ensure alignment with organizational policies and regulations. 

• Maintain timely, respectful communication with clients, coworkers, medical staff, and law enforcement  

• Adhere to all Center policies, procedures, and relevant federal/state regulations  

• Report incidents or concerns to the Supervisor-On-Call or Emergency Services Leadership immediately  

Experience and Educational Requirements 

• Bachelor’s degree preferred; OR minimum of 3 years of experience in crisis intervention, shelter services, or a related human services field may substitute for degree. 

Skills & Competencies 

• Understanding of trauma-informed care and shelter-based crisis response. 

• Strong interpersonal, active listening, and de-escalation skills. 

• Critical thinking, organization, time management, and problem-solving abilities. 

• Clear written and verbal communication skills. 

• Ability to maintain professional boundaries and collaborate effectively in a team environment. 

• Understanding of power-based violence and its impacts. 

• Proficiency in Microsoft Office and case documentation tools. 

Other Requirements 

• Must have a valid driver’s license and maintain a driving record that meets CWF automobile insurance requirements, if operating a company vehicle. 

• Must have a successful background check. 

• Availability includes weekends and holidays.  

• Fluency in other languages is a plus.  

Environment & Physical Demands 

• Frequent interaction with clients and community stakeholders. 

• Position may require field-based activities including mobile advocacy and client accompaniment. 

• Frequent sitting, standing, walking, and mobility throughout the facility. 

• Must be able to lift 25 lbs and up to 70 lbs with assistance. 

• Ability to work in high-stress environments, requiring emotional resilience and adherence to self-care practices.