Crisis Response Manager
Position Description
The Orange County Rape Crisis Center’s mission is to stop sexual violence and its impact through support, education, and advocacy. We envision a just and equitable world free of sexual violence and all other forms of oppression. Our values include professionalism, excellence, service equity, social justice, community involvement, self-care, and empowerment.
The Crisis Response Manager position is considered full time (32-40 hours/week), exempt in accordance with the Fair Labor Standards Act, and requires regular hours as well as frequent evenings and weekends.
Responsibilities:
1. 24-Hour Crisis Response Program Coordination
• Coordinate 24-hour response for survivors of sexual violence by ensuring operation of the crisis line, including the 24-hour phone helpline, 24-hour text and chat line and 24-hour hospital accompaniment response.
• Supervise all volunteers, and interns, in the provision of crisis response services.
• Manage and schedule volunteers, supervisees, and staff in ensuring appropriate coverage on the calendars for the overnight phone helpline, overnight text/chat line, overnight hospital accompaniment response, and daytime crisis response.
• Manage relationships with Helpline Software, UNC Hospitals, iCarol, and any other technologies/partners that service the 24-hour crisis response program.
• Train and update staff, volunteers, and interns in appropriate use of crisis response technologies.
• Develop and update materials and systems to ensure that Center clients receive effective response, referrals, and information through crisis response services.
• Maintain records of client contacts to produce monthly, quarterly, and annual reports.
• Review and provide feedback of notes on all client interactions through iCarol system
2. Direct Service
• Provide staff-on-call (SOC) phone coverage, text/chat coverage, and hospital accompaniment coverage in regular rotation with other staff as needed. This includes frequent overnight/weekend coverage on a rotation of roughly 1 week/month.
• Ensure that appropriate client follow-up occurs in collaboration with other team members.
• Provide direct services to clients when other volunteers/staff are not available, in collaboration with Client Services Director (CSD).
3. Staff Management
• Serve as the direct supervisor for the Crisis Response Assistants and interns assigned by the CSD. Staff supervision includes but is not limited to coordinating hiring processes, monitoring progress, encouraging professional development and self-care, administering performance evaluations, and assisting with day-to-day issues.
• Conduct bi-monthly supervisions with the Crisis Response Assistants and interns.
• Provide ongoing support, workshopping, and direction to Crisis Response Assistants and interns, as needed.
• Coordinate team meetings with the Crisis Response Assistants as needed.
• Provide additional trainings to Crisis Response Assistants as appropriate.
• Work with supervisees on the follow-up and case management of clients as needed.
4. Volunteer Training and Management
• Coordinate and conduct advanced training for Companion volunteers to ensure all training requirements are met.
• Conduct individual meetings with Companion volunteers once they have completed training to assess readiness.
• Maintain ongoing communication and support to Companion volunteers as the program supervisor to ensure that Companion obligations are met.
• Conduct bi-monthly Companion volunteer meetings to discuss calls, provide program updates, and provide ongoing training on topics related to the crisis response program.
• Conduct exit interviews with Companion volunteers who choose to offer feedback on leaving the program.
• Work with the CSD to ensure that necessary updates are made to the Crisis Response Resources Binder and other training materials.
5. Outreach
• Maintain working relationships with UNC Hospital SANE (Sexual Assault Nurse Examiner) Coordinators, UNC Campus Health SANE (Sexual Assault Nurse Examiners), Orange County Correctional, the Chapel Hill Police Department Crisis Unit, and any other agencies as directed by the CSD.
• Provide CSD with relevant updates and changes to working relationships above.
• Increase partnerships with other agencies with CSD as directed by the CSD.
• Alert CSD and ED of system advocacy needs as appropriate.
• Attend Domestic Violence Sexual Assault Response Committee meetings.
6. General Responsibilities
• Work as a team member with other staff and volunteers in order to achieve the mission of the Center.
• Complete all relevant trainings and other tasks as required by the Client Services Director.
• Maintain appropriate standards of confidentiality.
Qualifications Required
1. Bachelor’s degree in human services or a related field or equivalent experience.
2. Demonstrated effectiveness in communicating ideas clearly, both verbally and in writing.
3. Experience providing assistance to survivors of sexual violence.
4. Experience working with crisis issues on an emergency, on-call basis.
5. Experience implementing services for Latine, BIPOC, LGBTQIA+ communities and other underserved populations.
6. Demonstration of cultural awareness, sensitivity, and competency.
7. Strong organizational and problem-solving skills.
8. Flexibility and ability to adapt to rapidly changing environments.
9. Commitment to social justice principles, including racial justice and service equity.
10. Experience training and supervising volunteers or employees.
Qualifications Preferred
1. Graduate level degree or two years’ experience in human services or related area, particularly social work.
2. Familiarity with community resources available for survivors of sexual violence.
3. Experience working with teams and building coalitions around issues, with a knowledge of empowerment- or strengths-based practice.
4. Commitment to self-awareness, ethical practice, and setting appropriate boundaries.
5. Experience managing data systems and producing reports in a timely and consistent fashion
Reports to: The Client Services Director (CSD) of the Orange County Rape Crisis Center
Hiring Range: $47,000-$53,000 annually, Dependent on education and experience
Benefits: Health, life, vision, and dental insurance; Employee Wellness Stipend; Employee Assistance Program; Generous leave package (240 hours PTO annually) and holiday closures (20+ days); Sabbatical (longevity) Benefit.
Funding: The Crisis Response Manager is considered a permanent staff position and is funded through a variety of grant sources renewable on annual and biannual basis, including: NC Governor’s Crime Commission VOCA grants.
To Apply: Send (1) Resume, (2) list of three Professional References, and (3) written responses to the following questions to jobs@ocrcc.org. No phone calls, please!
1. What inspired you to apply for this position at Orange County Rape Crisis Center?
2. How does this position fit into your overall professional goals?
3. How have your experiences (personal or professional) prepared you for this role at OCRCC?
Deadline to Apply: August 28, 2023
The Orange County Rape Crisis Center is committed to fostering the leadership of people of color, Native people, immigrants and refugees, low-income people, LGBTQ+ and trans people, people with disabilities, survivors of sexual and/or domestic violence, and people living in the many intersections of these experiences. We strongly encourage people from these communities to apply and will not discriminate on the basis of race, ethnicity, color, socioeconomic class, gender identity, gender expression, sexual orientation, sex, religion, disability status, citizenship status, age, veteran status, or national origin.
