Crisis Services Support Specialist

The Crisis Support Specialist (CSS) serves as part of the Crisis Services Team that provides trauma-informed, solution-focused crisis intervention, information, and referrals to young people that are facing crisis, have run away, or are experiencing homelessness via a crisis hotline and digital communication platforms (live chat, text, email). The CSS reports to either the Crisis Services Supervisor or Shift Coordinator.  

All Crisis Services Team members complete intensive crisis intervention training prior to handling crisis contacts. As a 24/7 operation, some flexibility is also required to attend mandatory all-staff and team meetings that may fall outside of a regular weekly schedule. Positions are fully remote.  

Responsibilities: 

• Respond to NRS crisis contacts across various hotlines utilizing best practices 
• Remain active during shifts (i.e taking multiple chats, not sitting on silent chats, confirming and identifying resources, engaging in training);  
• Complete trauma informed data collection;  
• Ensure youth fully receive and understand the resources provided;  
• Complete warm handoffs with resources providers with youth;  
• Provide safe, supportive and specific referrals;  
• Maintain accurate and thorough documentation of all crisis communications, ensuring data collection aligns with trauma-informed principles and respects client confidentiality;  
• Report child abuse and neglect to appropriate authorities as required by law; 
• Participate in supervisions, listen-ins and other training-related functions;  
• Participate in required all-staff meetings, CSS team meetings, and internal meetings with other staff;  
• Participate in ongoing training and continuing education opportunities as required; and 
• Contribute to continuous quality improvement efforts. 
• Identify solutions to identified concerns and assume positive regard within interactions 

Standard Responsibilities:  

• Passion, integrity, and commitment to the mission and values of NRS.? 
• Ensures confidentiality of callers we serve.? 
• Demonstrates respect and acceptance of all individuals and communities serviced by, working in partnership with, or employed by NRS including but not limited to race, gender, ethnicity, social-economic status, and LGBTQIA+ populations.?? 
• Commitment to flexibility and adaptability with the ability to effectively communicate well with diverse and evolving teams both internally and externally.? 
• Identify solutions to identified concerns and assume positive regard within interactions;? 
• Adhere to policies and procedures as outlined in the Employee Handbook.? 
• Participate, on camera, in regular supervision and staff meetings.? 
• Attend regular training provided in-house, by partners, and for personal professional development.? 
• Ability to attend events in various locations either via personal transportation, rental, or public transportation.? 
• Participates in assigned special projects and responses to ad hoc requests as assigned.  

Required Qualifications:

• Knowledge and experience working in a social services environment, with a preference for experience with crisis intervention; 
• Self-starter and detail-oriented; 
• Excellent written and verbal communication skills; 
• Strong interpersonal skills, including the ability to communicate with diverse teams and build strong relationships; 
• Creative problem-solving skills with a positive, solutions-oriented mindset; 
• Ability to be flexible and adaptable to the evolving needs of a dynamic team; 
• Experience prioritizing and managing projects from start to finish and proven track record of meeting deadlines; 
• Proven organizational and multi-tasking skills;  
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook); 
• Familiarity with data entry processes and ability to utilize industry-specific software; 
• Commitment to the mission and operating goals of the National Runaway Safeline; and 
• Bilingual Spanish speaking preferred but not required. 

Additional Requirements:

• The applicant must submit to a criminal background check and a child abuse and neglect screening and maintain a clear status throughout employment.? 
• Develop competencies with applicable web-based systems used by the department within the first 90 days of employment.?