Overview

For 50 years, the National Runaway Safeline (NRS) has responded to youth and families in crisis, serving as the national communications system for runaway and homeless youth. NRS continually transforms technology, training and services to meet the current needs of vulnerable youth and ultimately achieve an end to youth homelessness. Through its mission to keep America's runaway, homeless and at-risk youth safe and off the streets, NRS provides critical crisis intervention and resources for youth and families 24 hours a day, 365 days a year via a hotline, chat, emails and an online forum. Based in Chicago, NRS serves youth and their families from across the U.S.

NRS seeks an experienced Director of Crisis Services (DCS) who is passionate about its mission. The DCS reports to the Chief Program Officer and plays an instrumental role on the Senior Leadership Team. Charged with supervising the day-to-day operations of the Crisis Services Center (CSC) and supervision of the 20–25-person Crisis Services Team, the ideal candidate will have 5+ years of experience in social service, crisis intervention, call center management or a related field. This Chicago-based position is temporarily remote. Evening and weekend hours will be required.

Compensation Range

To apply

Please submit a resume & cover letter to Jamie Perry, Evolve Giving Group: jamieperry@evolvegg.com

Download Job Description

Key Responsibilities

Manage NRS Crisis Services programmatic operations and outcomes, including annual program planning, 24/7 service operations (phone, chat, forum, email), staff recruitment, hiring, and training efforts
Evaluate performance of the Crisis Services Team and its program effectiveness
Supervise the Crisis Services Team, allowing for regular and open communication, identifying pathways for growth, and engaging in consistent and proactive problem-solving to improve efficiency of workflows
Drive continuous quality improvement and ensure that services are delivered consistently, adhere to best practices and follow CSC standards and protocols
Serve as the on-call manager once per month, and provide back-up assistance and support as needed for the Crisis Services Center
Establish, monitor and enforce all operational and service policies, procedures, standards, protocols and guidelines for crisis management, imminent risk and other emergent situations
Lead weekly Crisis Services Team meetings; manage the team schedule to ensure adequate and consistent coverage
Facilitate data collection and reporting efforts; identify opportunities for improvement in training, quality assurance and professional development for the Crisis Services Team
Work in collaboration with the NRS technology team to improve CSC functions and communications; identify and implement new technology solutions
Assist with compiling operational data for grant applications and reports, donors, media and other requests
Represent the National Runaway Safeline at community partner meetings

Qualifications & Skills

LCSW or similar certification preferred
5+ years of experience in social services, crisis intervention, call center management or related field; at least 4 years in program management
Excellent written and verbal communication skills; ability to give and receive constructive feedback
Ability to work well under pressure and maintain composure in stressful situations
Proven success in building and managing a diverse service delivery team
Project management expertise; ability to prioritize multiple requests and consistently meet deadlines in a fast-paced environment
Goal-oriented and data-driven with strong follow-through
Ability to exercise good judgement, make decisions independently and problem solve creatively in complex situations
Demonstrated leadership capacity; ability to think critically
High level of comfort working with business technology including Microsoft Office Suite and Adobe; experience with CRM or data analysis software preferred
Passion and commitment to the operational goals and mission of National Runaway Safeline

OPEN

FILLED

Director of Crisis Services

Overview

Key Responsibilities

Qualifications & Skills

Key Responsibilities

Qualifications & Skills