Residential & Crisis Support Specialist - The Network

Website YWCA Evanston Northshore

The Residential and Crisis Support Specialist, as a member of a larger domestic violence team, is the primary on-site position that helps maintain a safe and supportive residential environment and offers critical support to callers of the 24-hour crisis line. The position proactively builds supportive relationships with residents, role models appropriate behaviors and boundaries, implements residential policies and procedures, and collaborates with team members and management to identify and proactively communicate areas for improvement. Crisis line tasks include assessing caller needs, conducting safety planning, screening for shelter eligibility, providing emotional support as needed, and referring callers to critical resources.

This position provides coverage for designated shifts including days, evenings, weekends, holidays and overnights to help ensure coverage 24/7. Additionally, the position ensures emergency call-back coverage by picking up a minimum of 6 comparable shifts per year. This position is integral to creating a warm, welcoming, and trauma-informed space for all.


Residential Support (40%)

According to protocol, compassionately welcomes new shelter residents and sensitively guides them through the resident directed in-take process.
Warmly and proactively engages residents in a manner that reinforces our trauma-informed principles and builds a supportive space.
Takes every opportunity to provide supportive comments that recognize the successes and strengths of residents.
Provides information and resource referrals to residents as needed.
Champions the principles and practices of trauma-informed care in all interactions with residents.
Responds to resident questions and reinforces critical safety guidelines, and resident rights and responsibilities as needed.
Distributes needed supplies to residents.
Assists residents in navigating in-house conflicts, refers residents to client advocates as needed, and role models healthy boundaries, self-awareness, and self-care.
Overnight and on weekends, independently assesses security needs and calls police when serious safety issues arise.
Overnight and on weekends, exercises discretion to assess serious safety violations that necessitate the need for emergency discharge and conducts the discharge process in accordance with agency protocol.
Full-time and part-time employees in this position must accept a minimum of 6 unscheduled, comparable call-back shifts per year as a condition of employment provided those shifts are available. Back-up positions are required to accept a minimum of 2 shifts a month as a condition of employment, provided there are sufficient shifts offered.

Crisis Line (35%)

Responds to and appropriately documents all calls on the 24-hour crisis line providing callers with crisis intervention, safety planning, emotional support, information about legal rights and options, information about domestic violence, and referrals.
Screens for shelter eligibility and makes arrival arrangements with eligible callers.
Schedules clients seeking walk-in counseling and completes any backup documentation.
Updates shelter status board to ensure accurate occupancy information for team members.
Maintains accurate notations and reviews them to stay updated on shelter issues.

Record Keeping and Quality Management (10%)

Keeps accurate service documentation including narratives, phone and supplementary intakes, contact book, accident report forms, etc.
Timely and proactive submission of issues or concerns related to operations, facility, or client needs according to protocol
Reviews shelter, departmental, and organizational communication frequently.
Maintains timely and accurate timesheets and other forms or documents as directed.
Attends a monthly team meeting to share concerns, build community, acquire information, and discuss case issues

Facility Support (10%)

Assists in maintaining a clean, safe, and orderly environment by conducting walk-throughs as scheduled, promptly reporting security or maintenance issues, and carrying out cleaning duties if needed.
Reports to Residential Services Coordinator when food and other supplies are running low and in need of restocking.
Assists in supporting shelter food program by ensuring kitchen remains in compliance with health and food sanitation regulations by conducting walk-throughs, assisting in cleaning tasks if needed, reporting issues to the Residential Services Coordinator, and conducts meal preparation on a limited basis.
Conducts relocation room checks per agency protocol and reports issues to the Residential Services Coordinator.
Ensures compliance with emergency evacuation protocol as needed.
Maintains a secure facility by adhering to related protocol.
Supports volunteers providing assistance or services to shelter residents.


Provides and attends regularly scheduled departmental and organizational staff meetings and trainings and participates in organization committees as requested.
Attends professional development as requested.
Understands and adheres to all of the YWCA Evanston/North Shore procedures and policies as well as the YWCA Employee Handbook.
Perform other duties as assigned by management


Education: High School diploma or equivalent

Experience and/or Training: Previous experience working with children, youth, adults, and families who are in crisis situations and/or have experienced domestic violence.


Successful completion of the Illinois 40-Hour Domestic Violence Training Certificate within 60 days of employment
First Aid/CPR within 6 months of employment
Successful completion of the online Serv Safe Manager Certification within 30 days of hire
YWCA requires that all employees be fully vaccinated for COVID-19 and submit proof of vaccination to Human Resources unless a request for a medical or religious accommodation is granted


Intermediate proficiency in the Microsoft Office Suite


Education: Bachelor’s Degree in social work, counseling, psychology or related field.

Experience and/or Training: Three years of professional experience working with children, youth, adults, and/or families on issues related to domestic/intimate partner/family violence and offering support to individuals who have experienced trauma.


Illinois 40-Hour Domestic Violence Training Certificate.


Bilingual in Spanish or other languages.


Beginner proficiency with online case management systems

Salary Description
$19 – $20/Hourly

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