Crisis Line Manager II (Bilingual Spanish) 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 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

Crisis Response

• 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.