Crisis Response Coordinator

The Crisis Response Coordinator develops and executes a comprehensive response to client crises on the Centers’ H.O.P.E. Campus. This role involves coaching and developing a thorough understanding of therapeutic crisis intervention, trauma-informed care, collaborative problem solving, and authentic youth engagement within the philosophy of care and living environment. The Crisis Response Coordinator is expected to serve as a leader during client crises and provide support to residential staff and leaders for de-escalation, safety, and dignity.

Essential Job Duties And Responsibilities

• Leads the Crisis Response Team to coordinate appropriate responses to prevent, de-escalate, and contain a child’s pain-based behavior in ways that are congruent with organizational guidelines.
• Provides weekly individual and/or group supervision.
• Co-facilitate Therapeutic Crisis Intervention training as needed.
• Completes administrative tasks and documentation to ensure the team is compliant with residential licensure requirements.
• Remains abreast of updated literature and research pertaining to Therapeutic Crisis Intervention, Trauma Informed Care, and Authentic Youth Engagement.
• Provides ongoing training and coaching to the Crisis Response Team in Therapeutic Crisis Intervention, Trauma-Informed Care, Collaborative Problem Solving and Authentic Youth Engagement.
• Respond promptly to crisis situations involving residents, including behavioral escalations, safety concerns, and conflicts.
• Utilize trauma-informed and de-escalation techniques to stabilize situations while maintaining the dignity and respect of all involved.
• Assess risks and implement safety protocols to protect residents, staff, and the facility.
• Serve as the on-call crisis response lead during designated shifts.
• Provide emotional and behavioral support to residents in crisis, helping them to process emotions and regain control.
• Assist direct care staff in managing crisis situations, offering guidance and modeling effective de-escalation techniques.
• Conduct debriefings with direct care staff and residents following crises to process the event and identify lessons learned.
• Train and mentor staff on trauma-informed care principles, crisis intervention strategies, and de-escalation techniques.
• Lead regular drills and simulations to prepare staff for potential crisis scenarios.
• Work closely with the Safety and Security Manager to develop and implement crisis response protocols.
• Partner with clinical and case management teams to support residents’ treatment plans following crises.
• Maintain clear and consistent documentation of crisis incidents, including actions taken and outcomes.
• Communicate effectively with residents, staff, and external stakeholders as needed.
• Monitor trends in crisis incidents and collaborate with leadership to identify preventative measures.
• Analyze incident reports to recommend changes in policies or practices to reduce future crises.
• Provide detailed reports to the Safety and Security Manager on crisis response outcomes.
  
  

Other Job Duties And Responsibilities

• Represent the facility in community outreach, networking, and partnership-building activities.
• Participate in special projects or initiatives as assigned by senior leadership.
• Act as a liaison between staff, residents, families, and other stakeholders.
• Other duties as assigned
  
  

SUPERVISION

• This position supervises Crisis Response Specialists and provides support and coaching to direct care staff members.
  
  

CORE COMPETENCIES

• Adaptability: Ability to adjust strategies to meet the unique needs of each crisis. Resilient and able to maintain focus in fast-paced, unpredictable environments.
• Communication: Strong verbal and written communication skills for clear and effective interactions. Ability to remain calm and professional in high-pressure situations.
• Crisis Intervention: Expert in applying trauma-informed and youth-centered crisis response techniques. Skilled in assessing and managing high-stakes situations to ensure safety. Ability to maintain self-control and coach others in how to handle and/or prevent crisis through awareness, use protective interventions and methods to de-escalate a potential crisis, physically intervene in a manner that reduces the risk of harm to the children and others, understands Life Space Interviewing techniques and implements appropriately.
• Leadership and Team Support: Skilled in providing guidance, support, and mentorship to staff during and after crises. Collaborative in working with interdisciplinary teams to develop proactive safety strategies.
• Situational Leader: Enables and empowers team members to develop their competence and commitment in completing goals and tasks; creates an environment of trust and mutual respect and sets an example for other leaders in the organization.
• Trauma-Informed Approach: Deep understanding of trauma’s impact on youth behavior and development. Compassionate and empathetic in addressing residents’ needs during crises.
• Problem Solving: Takes proactive approaches to address issues and avert conflict whenever it emerges; able to assess environment and identify multiple solutions to problems; empowers employees to seek information that helps them develop and assess a variety of potential solutions.
  
  

Job Qualifications

• Bachelor’s degree in social services, health and human services, or a related field
• Minimum of two (2) years of youth residential treatment experience.
• Minimum of two (2) years of demonstrated experience effectively supervising and leading a diverse team.
• Therapeutic Crisis Intervention trainer preferred.
• Experience performing Therapeutic Crisis Intervention or Crisis Prevention Institute training.
• Intermediate experience in Microsoft Office Suite and related program software.
• Able to successfully complete the train-the-trainer program for agency approved evidence-based crisis intervention model.
  
  

Physical Demands/Work Environment

Required

This job operates in a youth residential treatment facility. This role routinely uses standard office equipment. While performing the duties of this job, the employee is regularly required to speak and hear. The employee is frequently required to sit for extended periods of time, stand, walk, use hands and fingers, and reach with hands and arms. This position may encounter blood or other body fluids. Travel and work outside of normal hours will be required for meetings, presentations, training, crisis and other events. The position also requires:

• Ability to frequently work with and around household cleaning agents and other chemicals.
• Ability to lift up to 25 pounds and move heavy objects.
• Work involves some exposure to physical risks such as physical restraint, unpleasant odors, and/or loud noises.
• Ability to perform job responsibilities in a facility or residence with multiple levels and without elevators or mechanical transportation.
  
  

About The Centers’ H.O.P.E. Campus

The Centers’ H.O.P.E. Campus (Healing, Optimism, Partnership, and Enrichment) is a bold and evolving initiative of The Centers, serving as a hub for child welfare transformation in Cuyahoga County and a growing model for communities across the state. Rooted in trauma-informed care, cross-system collaboration, and a deep commitment to the best interests of the child, The Centers’ H.O.P.E. Campus is designed to meet the urgent needs of children and families in crisis, particularly multi-system youth navigating behavioral health, developmental disability, juvenile justice, and child welfare systems.

As a critical resource for The Division of Children and Family Services and community partners, we provide emergency response, stabilization, and residential programming for youth facing the most complex placement challenges. Our role is both responsive and proactive, serving as a stopgap in the immediate youth placement crisis while also building long-term, sustainable solutions.

The Centers’ H.O.P.E. Campus is in motion. We are actively renovating our physical space and simultaneously designing new programming that reflects the most emergent needs in our community. There is not always a playbook, because we are writing it. That means we welcome staff who are flexible, creative, and eager to help shape something new.

But no one is doing this alone.

We walk alongside our staff just as we do our youth, providing a highly supportive, team-oriented environment. We understand the challenges of working in an evolving system, and we are committed to ensuring that all staff have the training, tools, and guidance they need to thrive. We invest deeply in learning and development and foster a culture where innovation is not just welcomed, but expected.

Working at The Centers’ H.O.P.E. Campus means being part of something bigger than a program, it means contributing to the reimagining of child welfare. It’s challenging work, but it is meaningful, and you will never be asked to do it alone. Together, we are creating a new standard of care, one centered in healing, partnership, and possibility.

The Centers is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law.