Crisis Call Intervention Coordinator - Beacon of Hope Crisis Center
- 14-Mar-2019 to 13-Apr-2019
- - Beacon of Hope Crisis Center
- Indianapolis, IN, USA
- Full Time
The ideal candidate will have strong communication skills, leadership skills, and advocacy experience.
The Crisis Call Intervention Coordinator (CCIC) is responsible for overseeing, leading, and managing the Crisis Team at Beacon of Hope Crisis Center. The CCIC is the first point of contact for clients reaching out through our crisis line and provides on-going advocacy services for domestic violence and sexual assault victims, who either have not contacted law
enforcement, or it has been more than 2 years since law enforcement was involved. This position assists both adult and child victims. The CCIC serves as an informed source of support to the victim during the immediate crisis and works closely with various community organizations and legal services to successfully support the victim and Beacon of Hope Crisis Center programs.
The CCIC manages all volunteers and interns at Beacon of Hope Crisis Center ensuring they are fully trained and equipped to fulfill their duties as well as manage their schedules and has final decisions in hiring these candidates. The Volunteer Recruiter reports to the CCIC and works closely with them to ensure maximum volunteer recruitment strategies and retention.
• Continued education and training on domestic violence and sexual assault.
• Maintain professionalism at all times including:
o Positive rapport with collaborative partners, expressing only positive feedback.
o Positive rapport with victims
• Oversees answering of all incoming calls (crisis calls, informational calls, follow-up contact calls, and calls for staff members).
• Completes crisis call assessment forms with callers to determine program eligibility and following services.
• Ensures phone lines, hold music, and internet connectivity for intake data are all functioning optimally. Troubleshoot phone-related issues, help manage communication challenges and changes as needed with our communication service providers.
• Ensures all community-based referrals and regularly updated to provide quality referrals to incoming crisis callers and communicating said updates to BOHCC advocates.
• Maintains complete, accurate, and timely information on callers through BOHCC's intake process.
• Represents BOHCC on the telephone with other agencies and the community-at-large.
• Maintains and regularly updates client database and provides monthly data to Director of Victim Advocacy.
• Provides on-going advocacy services to domestic violence and sexual assault victims.
• Provide victims to Emergency support services, including:
o Emergency financial assistance: - for food, clothing or other items related to breaking free from abuse
o Emergency and essential transportation assistance – to safe shelter or essential appointments to becoming self-sufficient
• Connect victims to necessary counseling and/or other professional services, including:
o Medical/Dental advocacy – assisting in locating necessary medical/dental for injuries related to domestic violence and/or sexual assault
o Personal advocacy – including securing rights, remedies and services from other agencies
• Victim Compensation Assistance/Advocacy
• Communication with the Executive Director and the Director of Victim Advocacy to understand and support victim needs, while continually supporting all BOHCC initiatives
• Support and expand on existing programs with services of volunteers, including:
o Safety Planning
o Crisis intervention services and emotional support (including phone or in person at an approved secured facility)
o Life Skills Training/Economic Self Sufficiency Training
o Pet Safety Assistance
• Monitors security system, responds to alarms appropriately, and is up-to-date on all safety and security protocols for agency.
• Performs security checks within center to increase safety of staff.
• Fosters an environment of respect with clients, callers, and staff.
• Manages all volunteers and interns' training, schedules, and other logistics for agency.
• Manages Volunteer Recruiter.
• Works with other agency staff on projects and initiatives as directed.
• Attends all staff meetings.
• Ability to stay calm and use appropriate judgment in responding to crisis and security situations.
• Critical thinking and evaluation skills.
• Positive attitude with callers, clients, and staff members.
• Ability to work both independently and on a team.
• Ability to multi-task and meet hard deadlines.
• Excellent verbal and written communication skills.
• Attention to detail in record-keeping, coordination, and documentation.
• Awareness and adherence to confidentiality and professional boundaries with clients.
• Excellent organizational skills.
• Punctual and dependable.
• Ability to problem solve and make appropriate decisions in urgent situations.
Bachelor's degree in social work, human services, psychology, related field, or previous experience working with traumatized persons. One or more years' human/social services experience. One or more years' managing or verifiable demonstrated leadership experience. Valid Indiana driver's license, full coverage insurance and reliable transportation required. Qualified candidates must be familiar with the dynamics of domestic violence and sexual assault, experienced with public speaking, training, and volunteer recruitment in diverse populations. Applicant must have excellent written, verbal and computer skills; must be a self-starter; to reach and work with a wide diverse population; be able to respect confidentiality of the work that is performed at Beacon of Hope; have good record-keeping skills; and able to multi-task to handle multiple various projects. Able to adhere to strict standards of confidentiality and successful clearance of a criminal background check. Commitment to non-violent and cooperative work environment. Commitment to providing quality and equitable services to all clients regardless of race, ethnicity, sex, gender identity, sexual orientation, religion, age, or ability.
• Fluency in Spanish
• Cultural awareness knowledge
• Experience working with victims of domestic violence and sexual assault
• Knowledge of community resources
• Knowledge of Microsoft Access
• Experience with case management software
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