Crisis Response Program Lead

Position Summary

This position is responsible for managing the full cycle of recruiting by sourcing, assessing, interviewing, The Crisis Response Program Lead supports the Crisis Response Manager in overseeing House of Ruth Maryland’s Crisis Response programs, including the 24/7 Hotline, Chat line, walk-in triage, Victim Coordinated Entry (VCE), and Lethality Assessment Program (LAP). This position plays a key role in ensuring the delivery of trauma-informed, survivor-centered, and culturally responsive services to individuals impacted by intimate partner and sexual violence.

The Program Lead provides daily support to staff, facilitates smooth coverage across the 24/7 operation, and ensures adherence to protocols and quality service standards. Serving as the designated backup to the Crisis Response Manager, the Program Lead assumes leadership in the Manager’s absence and supports operations during evenings, weekends, holidays, and emergency situations. The Program Lead directly supervises up to five staff, providing coaching, guidance, and performance support to ensure consistent service delivery. The Lead also assists with data tracking, staff coaching, on-call coordination, and cross-program collaboration.

This position is based at HRM’s main administrative office in Baltimore City and requires in-person presence at least 85% of the time. The standard schedule is 9:00 a.m. to 5:00 p.m., Monday through Friday, with flexibility to meet program needs. Local travel to HRM service sites may be required. As an essential staff member, the Lead is expected to report to work during weather emergencies and participate in on-call and emergency response coverage as needed. This role is on-site during the probationary period, with the potential to transition to a hybrid schedule upon successful completion, consisting of three days in the office and two days working from home or in the community.

Essential Duties And Responsibilities

• Provide daily operational support to 24/7 Hotline, Chat line, VCE, and LAP services in collaboration with the Crisis Response Manager.
• Serve as the backup to the Crisis Response Manager during absences or off-hours, including leadership meetings, team coordination, and crisis response.
• Provide real-time guidance and support to staff during hotline calls or challenging interactions.
• Support scheduling and shift coverage adjustments, ensuring continuity of 24/7 services.
• Lead or assist with onboarding, training, and coaching of new staff, volunteers, and interns.
• Conduct call reviews and documentation audits to ensure data quality, accurate follow-up, and alignment with HRM standards.
• Assist with daily and monthly tracking of program data and outcomes, including LAP follow-up, VCE entries, and Hotline volume.
• Maintain and share updated resource guides and referral tools while providing timely updates to staff regarding schedule changes, resource updates, or procedural alerts.
• Serve as shift lead and decision-maker in the absence of the Crisis Response Manager
• Support staff coverage coordination and scheduling adjustments.
• Provide immediate feedback to team members on service delivery and documentation quality.
• Represent the Crisis Response team in internal meetings when delegated.
• Authorize emergency assistance expenditures up to pre-approved thresholds, as designated by the Manager.
• Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
  
  

Pay: $48,000 - $58,000

Experience, Education, Certifications/Licenses

• 2 years’ experience in crisis response, IPV services, or call center setting.
• Previous experience supervisor or demonstrated ability to support peers and lead teams.
• Experience with trauma-informed practices and crisis intervention.
• Knowledge of intimate partner violence, safety planning, and resource navigation.
• Strong communication skills, emotional intelligence, and attention to detail.
• Ability to multitask and work under pressure in a fast-paced environment.
• Comfort with shift-based work and flexibility for evening/weekend/holiday coverage.
• Proficiency in databases such as ETO, with strong skills in Microsoft Excel and Word.
• Must pass a criminal background check and maintain reliable transportation.
  
  

House of Ruth Maryland offers a comprehensive Total Rewards Package that will include but is not limited to medical insurance, prescription plan, dental insurance, vision insurance, paid time off, life insurance, 403(b) retirement savings plan, and Employee Assistance Program.

House of Ruth Maryland upholds the mission of the Equal Employment Opportunity Commission by being an Equal Employment Opportunity Employer. All applicants will be considered for employment and will not be excluded because of color, race, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status or age.