Abrar Admin

Lt. Col. Matt Urban Human Services Center of WNY

Job Title: Crisis Response Specialist Department: MultipleReports To: Program Supervisor Location: Permanent Supportive Housing Facilities, other properties as needed Employment Status: Full-time/Part-time On-Call Status: RequiredJob Summary: The Crisis Response Specialist is a critical position focused on fostering a safe, supportive, and respectful environment within the nonprofit&rsquo;s permanent supportive housing (PSH) and other facilities. The Crisis Response Specialist combines proactive engagement, unarmed security, and crisis intervention to build trust, reduce crises, and support tenant well-being. Through active engagement with tenants, de-escalation techniques, and collaborative problem-solving, Crisis Response Specialists work to empower residents and resolve conflicts while supporting the needs of those in crisis.Key Responsibilities:<ul><li>Community-Based Security &amp; Tenant Engagement:</li><li>Serve as a visible, approachable, and proactive presence in PSH and other assigned facilities to foster a safe and inclusive environment.</li><li>Establish and maintain trusting relationships with tenants through regular, supportive interactions, prioritizing open communication and approachability.</li><li>Encourage tenant participation in creating a safe living environment, working collaboratively to identify shared safety goals and address community concerns.</li><li>Crisis Intervention &amp; De-Escalation:</li><li>Assist tenants experiencing mental health or substance use crises, using de-escalation techniques and mental health first aid, prioritizing dignity and tenant empowerment.</li><li>Engage in nonviolent intervention strategies, assessing situations to ensure a response that supports tenants&rsquo; emotional and physical safety.</li><li>Collaborate with case managers and external service providers to ensure tenants receive appropriate follow-up and support.</li><li>Serve as lead for creating and submitting reports for all incidents and maintaining incident files.</li><li>Contact 9-1-1 when necessary.</li><li>Problem-Solving:</li><li>Apply a community-centered, problem-solving approach to address conflicts and prevent crises. Work closely with tenants and staff to identify underlying causes and develop practical, sustainable solutions.</li><li>Facilitate &ldquo;safety dialogues&rdquo; with tenants to address any emerging issues and co-create an environment of mutual respect and accountability.</li><li>Use conflict mediation to prevent recurring issues, with a focus on maintaining a peaceful and supportive community.</li><li>Collaboration &amp; On-Call Crisis Support:</li><li>Collaborate with other Crisis Response Specialists and building staff to ensure continuous, on-site support during peak times.</li><li>Deploy to other properties as needed to provide crisis support, responding to emergencies as they arise and coordinating with building staff and tenants to address issues effectively.</li><li>Remain on-call during designated shifts, ready to respond to crises that require immediate attention and intervention.</li><li>Community-Building &amp; Tenant Empowerment:</li><li>Lead and participate in community-building activities that promote tenants&rsquo; sense of ownership and belonging within the housing community.</li><li>Conduct regular &ldquo;check-ins&rdquo; and build rapport with tenants, creating an environment where individuals feel comfortable discussing their concerns.</li><li>Actively encourage tenants to participate in safety initiatives and events, empowering them to contribute to the welfare of the community.</li><li>Training &amp; Continuous Improvement:</li><li>Participate in ongoing training related to trauma-informed care, mental health first aid, de-escalation, and community engagement</li><li>Engage in professional development opportunities to improve crisis intervention skills, applying learnings to support tenant needs effectively.</li><li>Regularly evaluate and adapt crisis response strategies based on feedback from tenants, staff, and external partners.</li><li>Documentation &amp; Reporting:</li><li>Maintain detailed, confidential records of incidents, interventions, and tenant interactions, upholding transparency and accountability consistent with community policing standards.</li><li>Provide accurate and timely reports to supervisors and appropriate government agencies, identifying patterns, successes, and areas for improvement in crisis response and community engagement.</li><li>Offer recommendations for enhancing community safety and improving crisis response processes, based on field experience and tenant feedback.</li></ul>Qualifications:<ul><li>Education &amp; Experience:</li><li>High school diploma or GED required, associate degree in social work, psychology, criminal justice, or a related field preferred.</li><li>Experience working with vulnerable populations, particularly those with mental health or substance use needs, is highly desirable.</li><li>Prior experience in crisis intervention, community-based security, or social services is preferred.</li><li>Skills &amp; Competencies:</li><li>Strong interpersonal and communication skills, with an emphasis on empathy, trust-building, and community engagement.</li><li>Capacity to work flexible hours, including nights and on-call shifts, as required.</li><li>Basic proficiency with computers for documentation purposes.</li><li>Certifications (preferred but not required):</li><li>Mental Health First Aid, Crisis Intervention Training, or similar crisis response certifications.</li></ul>Physical Requirements:<ul><li>Ability to move swiftly throughout facilities, respond quickly to emergencies, and remain calm in high-stress situations.</li></ul>Job Type: Full-timePay: $22.00 per hourBenefits:<ul><li>403(b)</li><li>403(b) matching</li><li>Dental insurance</li><li>Employee assistance program</li><li>Health insurance</li><li>Health savings account</li><li>Paid time off</li><li>Professional development assistance</li><li>Retirement plan</li><li>Vision insurance</li></ul>Work Location: In person

Crisis Response Specialist

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Lt. Col. Matt Urban Human Services Center of WNY

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Crisis Response Specialist