Respite Crisis Services Support Specialist in Chicago, Illinois at National Runaway Switchboard

The Respite Crisis Services Specialist (RCSS) serves as part of the Crisis Services team, providing trauma-informed, solution-focused crisis intervention, information, referrals and other related services to runaway, homeless and at-risk youth and their families via a crisis hotline and digital communication platforms (live chat, email and forum postings). The RCSS is a variable hour position that serves as a back-up staff member when full-time permanent Crisis Services Specialists are unavailable. A range of shifts are routinely available (day, evening, overnight): shifts may open in advance or become available on short notice depending on the needs of the Crisis Services Center.

Core Responsibilities

• Respond to requests for Crisis Services Center coverage in a timely manner;
• Respond to NRS and Comprehensive Community Based Youth Services (CCBYS) contacts;
• Maintain quality documentation of all crisis communications;
• Report child abuse and neglect to appropriate authorities as required by law;
• Contribute to continuous quality improvement efforts.

Standard Responsbilities

• Passion, integrity, and commitment to the mission and values of NRS.
• Ensures confidentiality of callers we serve.
• Demonstrates respect and acceptance of all individuals and communities serviced by, working in partnership with, or employed by NRS including but not limited to race, gender, ethnicity, social-economic status, and LGBTQIA+ populations.
• Commitment to flexibility and adaptability with the ability to effectively communicate well with diverse and evolving teams both internally and externally.
• Adhere to policies and procedures as outlined in the Employee Handbook.
• Participate, on camera, in regular supervision and staff meetings as required.
• Attend regular training provided in house, by partners, and for personnel professional development.
• Ability to attend events in various locations either via personal transportation, rental, or public transportation.
• Participates in assigned special projects and responds to ad hoc requests as assigned.

Required Qualifications

• Knowledge and experience working in a social services environment, with a preference for experience with crisis intervention.
• Have a flexible schedule with the ability to work some weekends and overnight hours
• Responsive and able to assist with short-term requests for support;
• Self-starter and detail-oriented;
• Excellent written and verbal communication skills;
• Strong interpersonal skills, including the ability to communicate with diverse teams and build strong relationships;
• Creative problem-solving skills with a positive, solutions-oriented mindset;
• Ability to be flexible and adaptable to the evolving needs of a dynamic team;
• Experience prioritizing and managing projects from start to finish and proven track record of meeting deadlines;
• Proven organizational and multi-tasking skills;
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook);
• Familiarity with data entry processes and ability to utilize industry-specific software;
• Commitment to the mission and operating goals of the National Runaway Safeline; and
• Bilingual Spanish speaking preferred, but not required.

Additional Requirements

• The applicant must submit to a criminal background check and a child abuse and neglect screening and maintain a clear status throughout employment.
• Travel to conferences and events across the country (approximately 25% of the time).
• Some evening and weekend hours will be required for engagement activities and events.