Bilingual Crisis Line Shift Supervisor

  • YWCA METROPOLITAN CHICAGO
  • 1340 S Damen Ave Suite C, Chicago, IL 60608
  • Jun 04, 2021
Full time Nonprofit-Social Services

Job Description

Summary: Crisis Line Shift Supervisor – Supervisor is responsible for the day-to-day direct services provided by the Chicago Rape Crisis Hotline.  The Supervisor ensures on-site telephone crisis intervention, information, and referrals on the YWCA's 24-hour crisis intervention hotline for survivors of sexual assault and abuse, their non-offending significant others and community members. The Supervisor provides on-site supervision and technical support to Crisis Line Volunteers and Interns who answer the Chicago Rape Crisis Hotline. The Supervisor – Crisis Line supports the promotion of synergy across YWCA programs and in Racial Justice work.

Collaborations are frequent with the Manager – Crisis & Volunteer Services; other SVSS staff members; the Chicago Coalition against Sexual Assault; members of Chicago social service organizations; members of Chicago’s legal and medical communities; and other YWCA staff members. 

ESSENTIAL responsibilities:

Direct Service:  Provide crisis intervention, information and referrals on-site and off-site at the Chicago Rape Crisis Hotline, through a minimum of five shifts on the hotline per week.  Provide back-up support as needed.  (35%)

Crisis Line Shift Supervision: Provides supervision for Crisis Line volunteers and interns, monitors and supports intervention skills in order to provide technical support and quality control for the work.  Responsible for collaborating with other Advocacy & Crisis Services staff to plan and execute volunteer trainings, in-services, appreciation events, and other recruitment and retention efforts.  Responsible for the monthly scheduling of the Chicago Rape Crisis Hotline.  (15%)

Community Engagement and Institutional Advocacy: Provide community outreach and institutional advocacy to all sectors of the Chicago metropolitan area. Expand public awareness about sexual assault/abuse and services provided by the Chicago Rape Crisis Hotline through public information and referral as well as.  Ensure effective staffing for outreach events that include, but are not limited to: health fair tabling; presentations to social service and community groups; presentations at police stations.  (15%)

Staff Development and Other Training:  Responsible for presenting portions of the YWCA’s Rape Crisis Hotline Sexual Assault Crisis Intervention Training and for holding trainings for outside community and professional group as assigned. Participate in all required training sessions designated by funders and YWCA guidelines. Attend conferences and trainings that will improve service provision and professional qualifications. (15%)

Data Entry: Ensure that records are kept of all direct and indirect services utilizing YWCA guidelines; ensures all logs are entered into the YWCA databases. (10%)

Professional Development: Complete twelve hours per year of continuing education in crisis intervention services, with at least six of those hours addressing the specific member populations served.  Complete other continuing education and training as set by YWCA or its funders. (10%)

QUALIFICATIONS: Demonstrated skill in crisis intervention. The position requires the Supervisor to be highly self-directed and able to work with minimal supervision. Excellent communication skills and the ability to manage multiple work priorities and member/victim relationships are required. The work requires both cultural competency and an understanding of racism and violence against women. Intermediate level required computer skills include those for MS Office and Outlook; Internet usage and web forms completion. Effective skills in facilitation of trainings and effective responsiveness to staff and members are required. Well-developed skills in group dynamics are required, as are effective and productive interpersonal relationships.

The role requires highly developed skills in working with victims and family members who are in crisis. Demonstrated skills in cultural competency are necessary in order to work with victims with clear understanding of potential influencers. The Shift Supervisor – Crisis Line must be able to effectively gauge crisis situations and circumstances with appropriate response. The role requires the capacity to maintain highly engaged external and internal social and emotional support systems that facilitate professional boundaries and ability effectively manage high levels of stress.

Professional Training Required: Complete the ICASA forty-hour sexual assault crisis intervention training within ninety days of employment start date (if not completed within the prior two years). Complete sixty hours of adult-specific sexual abuse/assault training within first year of employment (if completed within the prior five years). Complete other continuing education and training as set by YWCA or its funders, in addition to undertaking any needed renewal of 40-hr training.

Note: A bilingual Shift Supervisor – Crisis Line must have both conversational and written fluency in the language of the foreign-language only population that is served. Cultural Competency and proficiency in the population’s language and English are required.

EDUCATION REQUIRED: At minimum, a Bachelors Degree from an accredited college/university is required, with a major area of study in Human Services, Social Work, or related areas.

CERTIFICATION / LICENSE REQUIRED: ICASA 40-Hour Sexual Assault Crisis Intervention Certification

WORK ENVIRONMENT: The Rape Crisis Hotline operates 24-hours on site and off site. The work environment includes offices. The noise level is usually moderate. Movement requirements include walking, running, stooping or kneeling. There may be a need to reach or to lift objects, such as packages or supplies. Communication needs include seeing, hearing and speaking. While in the office, there may be periods of sitting, holding a telephone and using computers. Reasonable accommodations will be made for an incumbent to meet the essentials responsibilities of the position.

WORK SCHEDULE: Monday- Sunday, varied schedule. This position requires work on some evenings and weekends. Schedule can vary depending on needs of the agency.

Benefits Portfolio: Medical, Dental, Vision, Life, Flexible Spending (FSA), Transit, HSA, Short & Long Term Disability, Employee Assistance Program, etc.

YWCA Metropolitan Chicago is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. YWCA Metropolitan Chicago will provide reasonable accommodations for qualified individuals with disabilities.

***This job description is not intended to represent a complete list of all duties and responsibilities. There may be unplanned activities and other duties assigned.***