Crisis Response Specialist

Job Title: Crisis Response Specialist
Department: Multiple

Reports To: Program Supervisor
Location: Permanent Supportive Housing Facilities, other properties as needed
Employment Status: Full-time/Part-time
On-Call Status: Required

Job Summary:
The Crisis Response Specialist is a critical position focused on fostering a safe, supportive, and respectful environment within the nonprofit’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:

• Community-Based Security & Tenant Engagement:
• Serve as a visible, approachable, and proactive presence in PSH and other assigned facilities to foster a safe and inclusive environment.
• Establish and maintain trusting relationships with tenants through regular, supportive interactions, prioritizing open communication and approachability.
• Encourage tenant participation in creating a safe living environment, working collaboratively to identify shared safety goals and address community concerns.
• Crisis Intervention & De-Escalation:
• Assist tenants experiencing mental health or substance use crises, using de-escalation techniques and mental health first aid, prioritizing dignity and tenant empowerment.
• Engage in nonviolent intervention strategies, assessing situations to ensure a response that supports tenants’ emotional and physical safety.
• Collaborate with case managers and external service providers to ensure tenants receive appropriate follow-up and support.
• Serve as lead for creating and submitting reports for all incidents and maintaining incident files.
• Contact 9-1-1 when necessary.
• Problem-Solving:
• 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.
• Facilitate “safety dialogues” with tenants to address any emerging issues and co-create an environment of mutual respect and accountability.
• Use conflict mediation to prevent recurring issues, with a focus on maintaining a peaceful and supportive community.
• Collaboration & On-Call Crisis Support:
• Collaborate with other Crisis Response Specialists and building staff to ensure continuous, on-site support during peak times.
• 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.
• Remain on-call during designated shifts, ready to respond to crises that require immediate attention and intervention.
• Community-Building & Tenant Empowerment:
• Lead and participate in community-building activities that promote tenants’ sense of ownership and belonging within the housing community.
• Conduct regular “check-ins” and build rapport with tenants, creating an environment where individuals feel comfortable discussing their concerns.
• Actively encourage tenants to participate in safety initiatives and events, empowering them to contribute to the welfare of the community.
• Training & Continuous Improvement:
• Participate in ongoing training related to trauma-informed care, mental health first aid, de-escalation, and community engagement
• Engage in professional development opportunities to improve crisis intervention skills, applying learnings to support tenant needs effectively.
• Regularly evaluate and adapt crisis response strategies based on feedback from tenants, staff, and external partners.
• Documentation & Reporting:
• Maintain detailed, confidential records of incidents, interventions, and tenant interactions, upholding transparency and accountability consistent with community policing standards.
• Provide accurate and timely reports to supervisors and appropriate government agencies, identifying patterns, successes, and areas for improvement in crisis response and community engagement.
• Offer recommendations for enhancing community safety and improving crisis response processes, based on field experience and tenant feedback.

Qualifications:

• Education & Experience:
• High school diploma or GED required, associate degree in social work, psychology, criminal justice, or a related field preferred.
• Experience working with vulnerable populations, particularly those with mental health or substance use needs, is highly desirable.
• Prior experience in crisis intervention, community-based security, or social services is preferred.
• Skills & Competencies:
• Strong interpersonal and communication skills, with an emphasis on empathy, trust-building, and community engagement.
• Capacity to work flexible hours, including nights and on-call shifts, as required.
• Basic proficiency with computers for documentation purposes.
• Certifications (preferred but not required):
• Mental Health First Aid, Crisis Intervention Training, or similar crisis response certifications.

Physical Requirements:

• Ability to move swiftly throughout facilities, respond quickly to emergencies, and remain calm in high-stress situations.

Job Type: Full-time

Pay: $22.00 per hour

Benefits:

• 403(b)
• 403(b) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Work Location: In person