About the role
Pay: $17.00 to $17.00 per hour
Description Position Summary:
HAVEN is seeking a compassionate and reliable
Crisis Line Support Specialist
to join our team. This position is responsible for answering and responding to calls on our 24-hour Crisis Line. The specialist provides immediate emotional support, engages in safety planning, and connects callers with appropriate resources and services. This role is vital in supporting individuals experiencing domestic violence or sexual assault and is a critical front-line position that requires strong communication skills, emotional resilience, and a commitment to trauma-informed care.
Shift: 11:00 am - 7:00 pm Tuesday - Saturday
Job Responsibilities
Provide crisis-intervention, support, and resources to callers on the 24-hour Crisis and Support Line
Respond to Crisis and Support Line chats
Meet with walk-in clients to assess their situation and provide appropriate resources and/or referrals
Place referrals to other HAVEN programs on behalf of crisis line callers, chatters, and walk-ins
Appropriately document every call and chat received
Regularly review and edit crisis call logs
Maintain and update resource materials
Complete and maintain appropriate and accurate documentation for funding sources
Assist in training/mentoring of program staff, volunteers, and interns
Provide program and agency overviews to community members as requested
Respond to agency website “help now” e-mails
Attend weekly team meeting and monthly all staff meeting
Attend community meetings that expand resource potential
Work closely with other service programs within the agency to achieve positive survivor outcomes
Requirements
Job Requirements and Core Competencies
Customer service experience
Excellent active listening, strength based crisis intervention/de-escalation skills.
Knowledge of domestic and sexual violence
Must possess and maintain a valid Michigan driver’s license, acceptable driving record, and reliable transportation.
Willing and able to complete and clear a comprehensive background report.
Ability to remain calm and focused in stressful situations.
Ability to assess callers' primary need(s).
Excellent written and verbal communication skills coupled with the ability to make quality “customer service” a priority required.
Possesses basic computer skills.
Demonstrated ability to empower individuals of various socio-economic status, cultural/racial backgrounds and orientations.
Ability to work a flexible schedule including evening and weekends required.
Preferred Experience
BA or BS in Human Service area or an equivalent combination of education, work and volunteer experience
1 year experience working in advocacy or on a 24-hour hotline
Knowledge of community, state and federal resources
HAVEN’s Mission Statement:
Empower survivors to heal and engage all individuals and communities to address and prevent sexual assault and intimate partner violence.
HAVEN is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status or any other characteristic protected by state and/or federal law.