Crisis Line Case Manager II (Bilingual Spanish) at A Safe Place – Zion, Illinois

LOCAL CANDIDATES ONLY – Lake County, IL (On-Site Role)

CRISIS LINE CASE MANAGER II (BILINGUAL/ SPANISH)

Emergency Shelter - A Safe Place Zion, IL

Emergency Shelter | Program Leadership | Hotline Operations

Monday–Friday, 10:00 AM – 6:00 PM

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Location Requirement

Candidates must reside within a 30-mile commuting radius of Lake County, Illinois, or be able to relocate prior to the start date.

This role is fully on-site and does not support remote work or relocation assistance.

Candidates must be able to reliably commute to assigned work locations to meet the scheduling and operational needs of the role.

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About Us

For over 48 years, A Safe Place has served as Lake County’s leading advocate for survivors of domestic violence and human trafficking. As a 501(c)(3) nonprofit, we are committed to safety, dignity, and long-term healing for individuals and families impacted by violence.

Every role here matters. Whether you work directly with survivors or support the systems behind the scenes, you are part of a trauma-informed organization building pathways to safety and independence.

About the Role

The Crisis Line Manager II is a frontline responder and often the first voice a survivor hears.

You will answer and triage crisis calls, provide emotional support and safety planning, assess shelter placement needs, and connect callers to resources. You will also support walk-in clients, coordinate with family advocates, and ensure timely, accurate documentation.

This is steady, high-impact work that requires clarity under pressure and compassion without compromise.

Who Thrives Here

You will thrive in this role if you:

• Stay calm and grounded during high-risk crisis calls
• Communicate clearly and compassionately in escalated situations
• Hold strong professional boundaries while remaining warm and respectful
• Think critically and make sound decisions quickly
• Stay organized in a fast-paced environment with high call volume
• Work collaboratively with shelter staff and supervisors
• Uphold confidentiality, ethics, and trauma-informed practices

The people who excel here are steady. They are emotionally intelligent, self-aware, and able to be a safe presence when someone else’s world feels unstable.

Key Responsibilities

Emergency Shelter

• Respond to crisis hotline calls using trauma-informed and client-centered communication practices
• Conduct telephonic crisis screening and risk assessment, including completion of IM-CAT assessments when appropriate
• Provide real-time crisis de-escalation, safety planning, emotional support, and stabilization for individuals experiencing mental health or domestic violence crises
• Assess immediate safety needs and coordinate appropriate interventions, including shelter placement or emergency services when required
• Provide support and guidance to walk-in clients seeking shelter or crisis services

Coordination & Follow-Up

• Connect callers and clients to appropriate internal programs and community resources, including counseling, legal advocacy, shelter services, and community support providers
• Coordinate with Family Advocates and other program staff to ensure continuity of care for individuals entering or residing in the shelter
• Facilitate warm handoffs to internal service teams and external partners as needed

Documentation & Compliance

• Maintain accurate, timely, and confidential documentation in accordance with agency policy and applicable state and federal regulations
• Complete case notes, assessments, and service documentation within 24-48 hours of client interaction
• Ensure documentation meets standards required for grant reporting, crisis intervention services, and program compliance

Professional Standards

• Provide services in a respectful, nonjudgmental, and culturally responsive manner
• Maintain strict confidentiality and adhere to professional and ethical standards in crisis response and client support
• Participate in ongoing training related to crisis intervention, trauma-informed care, and domestic violence advocacy

Supervision:

• Provide guidance and oversight to interns and volunteers supporting hotline or crisis response services
• Assist with onboarding, training, and coaching of interns and volunteers to ensure adherence to hotline protocols and service standards

Education and Credential Requirements

This position must meet eligibility requirements as a Mental Health Professional (MHP) or Qualified Mental Health Associate (QMHA) under Illinois behavioral health guidelines, as the Crisis Line Manager II conducts IM-CAT assessments by phone and provides real-time crisis intervention support to individuals experiencing mental health emergencies.

Candidates must meet one of the following qualifications:

• Master’s degree in Social Work, Counseling, Psychology, Marriage and Family Therapy, or a related behavioral health field
• Master’s degree in a behavioral health field and actively working toward clinical licensure in Illinois (e.g., LPC, LCPC, LSW, LCSW, LMFT)
• Bachelor’s degree in Social Work, Psychology, Counseling, Human Services, Sociology, Education, Criminal Justice, or a related human services field, and at least two (2) years of supervised experience in a mental health or crisis intervention setting
• Bachelor’s degree in any field and three (3) or more years of professional experience providing mental health, crisis intervention, or behavioral health services

Preferred:
Experience providing crisis intervention, suicide risk assessment, domestic violence support, or behavioral health triage in hotline, shelter, hospital, or community mental health setting.

Required Qualifications

• Bilingual fluency in Spanish and English
• Ability to conduct structured clinical assessments over the phone
• Calm, grounded presence during high-risk crisis calls
• Strong understanding of trauma-informed care
• Commitment to ethical documentation and Medicaid compliance

This is frontline clinical work. The voice on the other end of the line may determine someone’s next step toward safety.

Core Competencies

• Experience in domestic violence, crisis intervention, or community-based mental health
• Familiarity with Medicaid, IM+CANS, or similar assessment tools
• Strong communication and conflict-resolution skills
• Cultural humility and the ability to serve diverse populations
• Ability to work independently while collaborating with a multidisciplinary team
• Strong organization and time management skills
• Proficiency with Microsoft Office and agency systems
• Reliable vehicle, valid driver’s license, and active auto insurance

Schedule:

Monday–Friday, 10:00 AM – 6:00 PM

Compensation:

Starting $26.44 (paid bi-weekly; 26 pay periods)

Benefits

Benefits include health, dental, and vision insurance; a Flexible Spending Account (FSA); a 401(k) retirement plan; generous paid time off, including vacation, sick leave, and holidays; and access to an Employee Assistance Program (EAP).

Why Join A Safe Place

• Mission-driven work with direct community impact
• Trauma-informed, collaborative work environment
• Opportunity to advocate for survivors and systemic change
• Meaningful professional development and training opportunities

Additional Information

This posting outlines the role's primary responsibilities. A full job description will be provided upon hire.

Pre-Employment Requirements

Pre-employment requirements include DCFS and criminal background checks, fingerprinting, professional reference and license verification, and clearance through the sex offender registry and the Office of Inspector General (OIG).

Equal Opportunity & Inclusive Hiring Statement

A Safe Place is an Equal Opportunity Employer committed to building a diverse, inclusive, and trauma-informed workplace. We strongly encourage applications from individuals of all backgrounds and identities and are dedicated to providing a respectful environment free from discrimination or harassment.

To Apply:
Please submit your resume and a brief cover letter outlining your qualifications and interest in the position.