Substitute Crisis Service Coordinator

Job Title: Substitute Crisis Services Coordinator
Location: Frederick, MD

Organization: Heartly House, Inc.
Position Type: On-Call/As needed (non-exempt, # of hours vary based on need)

Schedule: Daytime, evenings, weekends, holidays

Reports To: Crisis Services Director and Crisis Leadership Team
Benefits: Not eligible

About Heartly House

Heartly House has served the Frederick County community for over 40 years, providing comprehensive services to survivors of intimate partner violence, sexual violence, child abuse, and human trafficking. Our programs are rooted in trauma-informed, client-centered care with a mission to end abuse and empower survivors through prevention, intervention, and advocacy.

Position Summary

The Substitute Crisis Services Coordinator provides direct crisis intervention, emotional support, safety planning, and resource connection to survivors of intimate partner violence via a 24-hour hotline and in-person appointments. This role provides coverage support for full-time and part-time Coordinators during planned absences and unplanned absences as needed to ensure continuity of operations. Hours can range from 0-35 per week. This is an essential, client-facing role that requires flexibility, empathy, and a strong commitment to trauma-informed care.

Key Responsibilities

• Respond to crisis hotline calls and provide in-person/virtual crisis intervention appointments with empathy and professionalism.
• Provide support, education, safety planning, and referrals for victims of intimate partner violence, sexual violence, child abuse, and human trafficking.
• Collaborate with clients to develop safety plans and identify immediate and long-term needs.
• Apply de-escalation and grounding techniques with clients experiencing emotional distress or crisis.
• Respond to Lethality Assessment Program (LAP) calls and administer lethality screens and danger assessments while working with victims.  
• Connect clients to internal Heartly House services based on the need.
• Connect clients with appropriate community resources including mental health providers, shelters, and legal services based on the need.
• Maintain strict confidentiality in line with Heartly House policies. 
• Serve as a mandated reporter for suicide, homicide, and child abuse cases. 
• Complete accurate and timely documentation and data entry.
• Participate in regular supervision, team meetings, and ongoing training.
• Build positive working relationships with internal teams and community partners (e.g. law enforcement, hospitals, Dept. of Juvenile Services).
• Complete assigned individual projects and support ongoing departmental projects and agency-wide initiatives.
• Become certified as an Application Assistant for Maryland’s Safe at Home Address Confidentiality Program.
• Complete other duties as assigned by the Crisis Services Director or Crisis Leadership Team.

Required Qualifications

• Degree in a related field OR equivalent experience in human services, social work, or victim advocacy.
• Dedicated to supporting survivors of IPV, sexual violence, child abuse, or human trafficking.
• Strength in challenging interactions.
• Prior experience in crisis intervention. 
• Knowledge of trauma-informed care principles. 
• Excellent written, verbal, and interpersonal communication skills. 
• Ability to maintain professionalism and empathy while working with diverse populations. 
• Strong computer and technical proficiency across multiple systems, including Microsoft Office, with the ability to navigate multiple systems.
• Availability to work flexible hours, including evenings, weekends, or holiday
• Reliable transportation for travel between office locations and meetings. 

Preferred Qualifications

• Familiarity with SharePoint in Microsoft Suite.
• Maintains a high degree of professionalism, punctuality, and accountability. 
• Demonstrates sound judgment, initiative, and crisis decision-making. 
• Ability to work independently and collaboratively in a fast-paced environment. 
• Strong judgment and initiative with effective problem-solving skills. 
• Strong organization and time management skills. 

Physical Requirements

• Ability to sit for extended periods and work on a computer for long durations.

Training & Requirements 

• Successful completion of all required Heartly House Learning Management System (LMS) training courses upon hire. 
• Ongoing participation in continuing education and professional development. 
• Compliance with all internal policies, procedures, and certification requirements as outlined by Heartly House and relevant authorities. 

Heartly House offers a supportive work environment with opportunities for growth and professional development.

Pay: $25.75 - $26.75 per hour

Application Question(s):

• Describe the hours that you are available to work using the following - daytime, evening, weekend, overnight (9:30pm-7:30am), or holiday.
• This is an on-call/part time position, ranging from 0-35 hours per week. How many hours per week are you available for an on-call/part time position?

Work Location: In person

Salary : $26 - $27