Director of Crisis & Advocacy Services

Position Summary: The Director of Crisis & Advocacy Services directs our 24-hour crisis services programming, supervises staff managing programs within crisis services, trains and supervises domestic violence volunteer advocates and/or interns, and ensures proper staffing of the crisis line and in-office crisis services. This position also provides direct services to survivors of domestic violence as part of the daytime and on-call crisis line rotation. 

Essential Job Duties and Responsibilities

*Crisis Services Program Management and Service Provision

• Schedule, coordinate, and monitor day-to-day delivery of the 24-hour domestic violence crisis program, with focus on improving the quality of and access to services. 
• Conduct regular reviews of intern/staff crisis work and client records; give appropriate feedback as needed. 
• Maintain appropriate documentation and statistical records of client contacts for grant reporting. 
• Elicit and respond to client concerns and feedback; support team with high-risk or high-need cases.
• Ensure clear communication of all crisis programming and policy changes to full-and-part-time staff and interns.
• Provide direct assistance and follow-up with survivors of domestic violence over the phone and in person.
• Provide regular on-call back-up support to staff/interns for holiday, overnight, and weekend crisis line (typically rotating weeks/weekends per month, exact schedule flexible based on program and staff needs.)
  • Note: on-call back-up consists primarily of consultation support for staff, may include crisis calls if primary staff are on another call. 
• Provide on-call primary support as needed (additional pay for primary shifts). 

*Community Advocacy & Relationship Building

• Facilitate relationships with community partners to develop/maintain/improve a comprehensive system of care for survivors and increase awareness of Compass Center’s services alongside other Compass Center staff.
• Support local and regional advocacy efforts through panel discussions, committee meetings, and other systems-focused initiatives.
• Develop and maintain relationships with local businesses and service providers for the benefit of clients (i.e. relationships with local hotels or taxi companies for crisis assistance).

*Staff and Intern Training, Management, and Supervision 

• Train and supervise four full-time staff members: Safe Homes Manager, Lethality Assessment Protocol (LAP) Manager, Court Manager, and Bilingual Court Manager. Provide back-up support to these crisis programs for critical coverage needs with support of Co-Executive Director of Programs.
• Train and supervise interns and on-call program assistants as needed. 
• Strengthen overall program staff capacity to address survivor needs through ongoing team training, feedback, and support related to crisis and advocacy services. 
• Facilitate weekly case conference meetings with program staff to discuss client and programmatic topics.

*Administration

• Prepare regular program reports and track volunteer/intern hours for grant purposes as needed. 
• Regularly monitor program outcomes based on funder requirements and work with staff to address needs. Ensure program compliance with agency policies, grant guidelines, and best practices.
• Work with the admin team to elevate program issues and needs and steward the agency’s mission.
• Assist with tracking on-call hours for payroll; sign supervisee timesheets, mileage, and other admin tasks.
• Track crisis client assistance/emergency funds and allocations; manage other crisis client assistance as needed.
• Ensure that client information is stored securely and confidentiality is maintained.
• Create and maintain crisis program Standard Operating Procedures (SOPs) alongside Co-Executive Director. 
• Attend monthly staff, program director, and other meetings as needed.
• Other activities as assigned by supervisor.

Qualifications

Required: 

• Minimum 3 years of experience providing direct services to survivors of violence, or working with an underserved population in a crisis setting. 
• Minimum 2 years of experience regularly supervising paid staff in administrative and supportive capacities.
• Minimum 2 years of experience training people providing direct services to survivors of violence or related field.
• Understanding of interpersonal violence, its effect on individuals and families, trauma-informed care principles and barriers to accessing support.
• Cultural humility and commitment to working with diverse groups.
• Effective communication and conflict navigation skills to meet survivor, staff, volunteer and intern needs.
• A commitment to ongoing learning and service improvement. 
• Live in the Triangle area of NC; ability to travel to Compass Center office in Chapel Hill on short notice for back-up coverage as needed. 

Preferred:

• Bilingual in English and Spanish.
• Prior experience building and managing community partnerships effectively.                                                     

We actively encourage diverse candidates to apply, especially those who are Black and/or Indigenous People of Color, Women and gender minorities, people with lived experience of domestic violence and/or housing instability and people with disabilities and/or neurodivergence. Compass Center provides equal employment opportunities to all employees and applicants for employment without regard to race, ethnicity, color, religion, age, gender identity or expression, sexual orientation, disability, appearance, class, body size, partnership status, parenting and/or pregnancy status, genetic information, national origin, or veteran status.