Manager of Crisis & Emergency Services bei Next Door Solutions to Domestic Violence

Job Title: Manager of Crisis & Emergency Services  

Location: San Jose, CA 

Schedule: FT, 40 hrs/week onsite

Reports to: Director of Programs

Who We Are: 

Our mission is to end domestic violence in the moment and for all time.

In 1971, our founder Bea Robinson Mendez, concerned about the lack of services and options for domestic violence survivors, gathered a small group of her friends to figure out a solution.  They set up a shelter in a garage and established a hotline number to provide information and support to survivors. Unbeknownst to them, it would become the second domestic violence agency in California and the first bilingual domestic violence shelter in the nation. So began the story of Next Door Solutions to Domestic Violence (NDS). Domestic violence is the most prevalent form of gender-based violence, often the most frequently reported crime and arguably the one with the greatest damaging effect on our families, youth, and communities.  We are the only stand-alone, domestic violence agency in Santa Clara County, answering approximately 15,000 crisis calls and serving an average of 3,000 survivors of domestic violence annually. Our comprehensive, compassionate, bilingual and multicultural services are available free of charge to all individuals across the gender spectrum and of varying abilities.

Culture and Climate:

NDS has developed a supportive workplace culture where personal and professional connections are valued and facilitated. Our guiding values are: Oneness & Connectedness, Survivor & Community Centered, Compassionate Accountability, Equity & Justice, and Inclusion for Liberation.  

Overview:

The Manager of Crisis & Emergency Services plays a pivotal role in providing a full range of comprehensive trauma informed services to survivors through emergency shelter, crisis counseling, risk assessment and safety planning.  The manager will be responsible for creating a positive, inclusive, and high-performing work environment by supporting employee growth, well-being, and overall satisfaction.  This team works with systems and clients in crisis so you are someone who is empathetic as well as committed and connected to the values of the organization.  You will be tasked with providing and overseeing direct services, tracking and informing survivor needs and trends, and strategizing about organizational and systems implications. You will train, model and provide direct services in addition to their delegation of duties.  You need to be a well-organized, creative problem solver who is empathetic both to the issues domestic violence victims face and the needs of the advocacy team who supports them.  Success in this role will take a leader who is a connector, who's creative and enjoys problem solving, and who can work collaboratively to effectively align services, teams, and locations. They are someone who is committed to the domestic violence movement and is knowledgeable about local, statewide and national public policy practices and trends.  

Key Responsibilities

Program oversight

• Develop, implement, and oversee emergency shelter, hotline and crisis intervention services in partnership with Next Door Solutions management. 

• Ensure excellent quality services focusing on quality trauma-informed, survivor-defined delivery.  

• Support and uphold a working environment that reflects the organization’s values.

• Ensure shelter is operated in compliance with all city, grant and safety requirements and is a welcoming environment for individuals and families.  

• Ensure participant records are accurate, including case notes and database entries in a timely manner.

• Stay current on laws, trends, and best practices related to domestic violence to ensure the delivery of informed and relevant services.

• Collaborate with agency coordinators and advocates to ensure the delivery of seamless, high-quality services.

• Assist in program development by identifying areas of need and proposing solutions.

• Regularly monitor and assess participant data for accuracy and survivor needs.  Propose solutions to gaps in services and system-related problems.  

• Coordinate with vendors, suppliers, professionals who support participants and maintenance of the shelter.  

Supervision, Training and Mentorship:

• Supervise, train, support and evaluate a team of domestic violence hotline and crisis advocates.

• Ensure advocates are competent in safety planning, trauma-informed care, and advocacy.  

• Develop training to enhance team competencies, including topics like advanced safety planning and technology. 

Direct survivor/participant Services:

• When necessary, provide support to survivors offering safety planning, risk assessment counseling, conducting  comprehensive survivor/participant assessments, and assisting survivor/participants to develop and achieve personalized goal plans for individually-defined success, in areas such as safety, housing, income, legal needs, wellness, and medical care.

• Advocate for survivors and work collaboratively with aligned systems and community partners to foster connection and meet participant needs.

• Maintain warm referrals/resources and establish relationships with community organizations to expand support for survivors.

This position is not limited to those duties listed in this position profile. Duties and responsibilities may be changed, expanded, reduced, or deleted to meet the business needs of Next Door Solutions to Domestic Violence.

Qualifications: 

• Bachelors’ degree in related field plus 3 years experience in the domestic violence field OR at least 5 years experience in domestic violence field.

• Knowledge of local, regional, and national issues related to domestic violence.

• Commitment to the advancement of the domestic violence movement.

• Excellent organizational and time management skills.

• Excellent written and oral communication skills.

• Direct supervisory experience.

• Ability to relate well with people from diverse socio-economic and ethnic backgrounds.

• California domestic violence counselor certification (40-hour training).

Preferred:

• Knowledge of Santa Clara County systems & service providers. 

• Bilingual in a language frequently needed in Santa Clara County (Spanish, Mandarin, Cantonese, or Vietnamese)  

Next Door is an equal opportunity employer.  We do not discriminate on the basis of race, color, religious creed, ancestry, national origin, age, sex, or gender (which includes gender identity, pregnancy, childbirth, or related medical conditions), marital status, sexual orientation, physical or mental disability, medical condition (as defined under California law), veteran status, family care status, taking or requesting statutorily protected leave, or any other basis protected by law.