POSITION TITLE: Crisis Line Shift Supervisor STATUS: Exempt, FT GRADE: 3

DEPT: SVSS PROGRAM: Chicago Rape Crisis Hotline SALARY: $47,600/yr

REPORTS TO: Manager Crisis & Volunteer Services

SUPERVISES: Crisis Line Volunteers & Intern

SUMMARY: The bilingual preferred Crisis Line Shift Supervisor is responsible for the day-to-day direct services provided by the Chicago Rape Crisis Hotline by telephone and electronic services. The Supervisor ensures on-site and offsite 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 Crisis Line Shift Supervisor supports the promotion of synergy across YWCA programs and in Racial Justice work.

COLLABORATES WITH: 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%)

NON-ESSENTIAL RESPONSIBILITIES: Support the Volunteer Recruiter/Trainer in the recruitment and training of volunteers for crisis intervention programs. Serve as a liaison with community agencies to promote YWCA services.

OTHER DUTIES AS ASSIGNED: Other duties outside of the responsibilities of the position may be assigned, whether for a project, special needs task or other assignment.

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 to work with victims with clear understanding of potential influencers. The Crisis Line Shift Supervisor must be able to effectively gauge crisis situations and circumstances with appropriate responses. 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 Crisis Line Shift Supervisor who works with a foreign language speaking community must demonstrate cultural competency with that community and fluency in both English and the community’s language (oral and written).

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(s) 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 the needs of the agency.