Crisis Line Coordinator (Bilingual) at A Safe Place – Zion, Illinois

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 Coordinator 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 for shelter placement, 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

Crisis Response

• Answer and assess hotline calls using trauma-informed care
• Provide de-escalation, safety planning, and referrals
• Support walk-in clients seeking shelter or services

Coordination & Follow-Up

• Connect clients to internal and external resources
• Collaborate with family advocates during shelter stays

Documentation & Compliance

• Maintain accurate, confidential records
• Complete case notes within 24 hours

Professional Standards

• Deliver respectful, nonjudgmental service
• Maintain confidentiality and ethical practice

Education and Credential Requirements

This position must meet eligibility as a Mental Health Professional under Illinois Medicaid guidelines, as the Crisis Line Coordinator completes IM-CAT assessments telephonically and provides real-time clinical support to individuals in crisis.

Candidates must meet one of the following:

• Bachelor’s degree in Counseling, Social Work, Psychology, Education, Rehabilitation Counseling, Family Therapy, or a related human services field
  
• Bachelor’s degree in any field plus two (2) years of supervised clinical experience in a mental health setting
  
• Valid Illinois Licensed Practical Nurse (LPN) license
  
• High school diploma or GED plus five (5) years of documented mental health or human services experience
  
• DHS-approved Psychiatric Rehabilitation certificate plus two (2) years of mental health service experience
  
• Current CRSS or CFPP certification through IAODAPCA
  
• Licensed Occupational Therapy Assistant with at least one (1) year of mental health experience
  
• Behavioral Health Technician certification (Medical Education and Training Campus, Fort Sam Houston) plus one (1) year of supervised clinical experience
  

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 primary responsibilities of the role. 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.