Associate Director of Crisis Response

CCS Summary: Since 1969, Center for Community Solutions (CCS) has been creating safe and healthy communities with a core emphasis on the prevention and intervention of sexual assault and relationship violence. Our mission is to end relationship and sexual violence by being a catalyst for caring communities and social justice.

Position Summary: Under the direction of the Director of Sexual Assault Services, the Associate Director of Crisis Response oversees the operations of both the Sexual Assault Response Team (SART) and 24/7 Crisis Hotline. This includes managing and supervising program staff and volunteers. The role ensures that training requirements are met and fosters a sustainable environment to promote volunteer engagement. Key responsibilities include coordinating staffing schedules for Emergency Responders, Crisis Hotline Responders and Volunteer Advocates. Training staff and volunteers, and providing ongoing supervision, technical support, and quality assurance. Additional duties involve reporting call analytics, maintaining an updated resource guide, ensuring accurate documentation, and overseeing Efforts To Outcome (ETO) data input. The Associate Director also participates in the countywide Sexual Assault Response Team (SART) and Hotline collaborations, to ensure coordinated, survivor-centered services, while ensuring compliance with our agency contracts and requirements.

Essential Job Functions:

• In partnership with the Director of Sexual Assault Services ensure, seamless 24-hour Crisis Line trauma-informed response and SART Services Accompaniment.
• Assist in the design, planning, implementation, and evaluation of CCS’ 24-hour program and initiatives.
• Oversee the work and deliverables produced by CCS’ 24-hour program crisis responders.
• Responsible for hiring, training, and supervision of SART, Hotline staff, and volunteers.  

• Effectively lead, motivate, and evaluate staff in a way that promotes professional development, team cohesion, and achievement of program outcomes.

• Utilize metrics and data analytics to measure the effectiveness and impact of 24-hour program initiatives, making data-driven decisions for continuous improvement.

• Spearheaded the oversight and execution of compliance management and reporting protocols, ensuring adherence to regulatory standards and organizational policies.
•  Oversees the delivery of comprehensive services to survivors, emphasizing empowering, client-centered problem solving; providing education on choices and rights; and facilitating connections to an extensive network of services and resources.
• Strategically assess, design, and deliver virtual, in-person, and on-the-job training programs, tailored to meet specific organizational and programmatic needs. 
• Responsible for overseeing and maintaining accurate volunteer data in Better Impact.
• Assume after-hours on-call leadership responsibilities on a rotational basis with management team members, providing continuous oversight and support for a minimum of one week per rotation.
• Leverage CCS’ business phone system to collect, synthesize, and analyze data on call responses and missed calls.
• Represent, build, and maintain strong in-person and virtual working relationships with internal and external community partners enhancing collaboration and the collective impact of the programs in order to advocate for best practices.
• Attend virtual and in-person agency staff meetings, department meetings, and all 24-hour program related meetings and trainings.
• Ensure all staff and volunteers fulfill the 12 hours of state-certified Domestic Violence/Sexual Assault Crisis Intervention counselor training and required ongoing training to maintain this certification, pursuant to California law.
• Address operational challenges and provide thought leadership on improving service delivery models, increasing access to resources, and fostering sustainable economic outcomes.

•   Maintain comprehensive and up-to-date knowledge of all CCS programs and services, including detailed understanding of eligibility criteria.
• Follow agency protocol for maintaining timekeeping records in required formats while observing deadlines.

Participate and be available for after-hours on-call rotation with other management staff; minimum one week rotation.

Job Requirements:

EDUCATION     

• Minimum bachelor’s degree in social work, counseling, criminal justice, or public health, or equivalent combination of education and experience; and
• Complete California State-approved Domestic Violence and Sexual Assault Crisis Intervention Training, minimum 65.5 hours (or must complete upon hiring); and
• Ability to complete and maintain Sexual Assault Victims Counselor training (annual 12-hour requirement)

EXPERIENCE

• Minimum three (3) years’ experience overseeing victim services programs and diverse staff.
• Two (2) or more years of program coordination or project management experience.
• Three (3) of more years’ experience supervising staff and volunteers.
• Two (2) or more years of crisis counseling experience.
• Proven experience overseeing rape crisis center hotline and/or sexual assault services.

Preferred Experience:

•      Bilingual fluency in Spanish, Arabic, Somali, Cantonese, Tagalog, Japanese, Korean, Thai, Lao, Hmong, Khmer, or Vietnamese (oral and written)

Core Competencies:

•     Excellent written and oral communication skills, including conflict resolution skills.

•     Excellent critical thinking skills, judgment, and ability to plan and accomplish complex projects.

•     Adaptability and flexibility while working in a dynamic work environment.

•     Ability to maintain confidentiality and respectful communication.

•     Ability to work well with law enforcement and medical staff.

•     Must demonstrate respect for cultural diversity in all its forms, including ethnicities, sexual orientations, abilities, genders, and religious backgrounds.

Working Environment:

This position is hybrid-work eligible contingent on the operational needs of the department. It may allow for 2 days in person and 3 days remote but may be subject to change based on training and operational needs. Typical work in an office environment. Occasional work in a hospital environment exposed to hazardous and communicable diseases typically found in a healthcare environment. This position is classified as critical and essential under the Public Health Authority. Tuberculosis screening may be required. Must maintain personal cell phone for work-related purposes.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Must be able to carry up to 20lbs. High-energy and high-stress environments are typically related to traumatic circumstances.

Travel:

Travel required mostly within San Diego County (approximately 30%). Must have reliable transportation available for work-related purposes, a valid California driver’s license, and proof of automobile insurance.

Work Hours:

The employee must be available during the Agency’s working hours. Evening, weekend, and holiday hours may be required as job duties demand.  Participation in after-hours on-call rotation is required.  

_________________________________________________________________________________________________

The information presented indicates the general nature and level of work expected of employees in this category. It is not designated to contain, nor to be interpreted as, a comprehensive inventor of all duties, responsibilities, qualifications and objectives required of employees assigned to this job. Changes or modifications can be made, with the agreement of the CEO or designee, at any time to the above. 

_________________________________________________________________________________________________

CCS is an equal opportunity employer that strives to create an inclusive environment and a diverse workforce from all backgrounds, abilities, and cultures.