Crisis Support Supervisor

BACKGROUND

REST exists to expand pathways to freedom, safety, and hope in order to end sex trafficking. REST offers programs that are centered on the strengths, needs, and individual choices of each survivor we serve. We offer a continuum of care that includes outreach, a 24/7 hotline, community advocates, emergency shelter, and housing services. We are inspired by our faith as a Christian organization, are dedicated to serving people of all faith backgrounds, and do not require faith engagement. Our culture is influenced by our values of belonging, honor, trustworthiness, and tenacity.

All applicants for positions at REST are considered for employment without attention to race, color, sexual orientation, national origin, veteran status, or disability status. This position is open to cisgender and transgender females as the primary work location is for women only. As a Christian organization, this position works in harmony with the organization's statement of faith and supports the spiritual health of the organization.

ROLE SUMMARY

The Crisis Support Supervisor is a key leader within REST's Emergency Services team, working closely with the Director of Emergency Services to achieve divisional goals and outcomes. This position provides oversight of REST's crisis response system, including the 24/7 hotline, the crisis response team, and mobile crisis intervention services for survivors fleeing harmful or life-threatening situations. The Crisis Support Supervisor oversees a multidisciplinary team including the Night Hotline Specialist and Crisis Intervention Mobile Advocate, ensuring survivors receive timely, trauma-informed, and survivor-centered support. This includes oversight of hotline response, crisis de-escalation, safety planning, coordination of emergency placements into 72-hour safety beds, and immediate stabilization services. The role ensures consistent, high-quality response to survivors in crisis, including those entering services through late-night outreach and emergency referrals.

Additionally, this position supervises mobile crisis advocacy services that provide ongoing safety planning, resource navigation, and stabilization support for up to 30 days after survivors have reached safe and stable housing. The Crisis Support Supervisor ensures strong coordination across internal teams and community partners, maintains service quality and accountability, and promotes practices that foster safety, empowerment, and long-term stability for survivors.

This role provides trauma-informed, survivor-centered support to individuals who have experienced sexual trauma, the majority of whom identify as female. The position requires a high degree of empathy, emotional intelligence, cultural humility, and the ability to establish trust and safety with survivors in accordance with best practices in trauma-informed care. Due to the sensitive and personal nature of this work, clients may express preferences regarding the characteristics or lived experiences of the staff member providing support. This role requires flexibility and comfort working within a client-choice model that prioritizes survivor autonomy and emotional safety.

RESPONSIBILITIES

Program Supervision

• Collaborate with the Director of Emergency Services to deliver division goals and outcomes.
• Evaluate the performance of the team and its individuals.
• Oversee daily operations of REST's crisis response system, including the 24/7 hotline, crisis response team, the 72-hour safety bed coordination, and crisis intervention mobile advocacy
• Provide a consistent presence in the workplace, modeling trauma-informed care, including but not limited to late-night outreach events and outreach canvassing
• Collaborate with the Outreach Supervisor for crisis outreach strategies, canvassing areas of need, and coordinating late-night outreach events, ensuring safety for staff and survivors
• Partner with the Outreach Supervisor to monitor call volume, response time, and crisis intervention to ensure quality assurance
• Ensure timely, consistent, and trauma-informed response to survivors fleeing harmful situations
• Ability to make real-time decisions that support and suit the needs of high-risk complex cases
• Plan, organize, and implement trainings that cater to the de-escalating crisis and maintain safety for staff and survivors
• Oversee program goals, objectives, and outcomes, ensuring they align with the department's goals and the organization's mission
• Collaborate with community partners, local organizations, and law enforcement to enhance the range of resources and referrals to offer survivors in crisis
• Collaborate with direct services leadership to strengthen pathways from outreach to crisis response- to stabilization

Staff Care

• Assist the Director of Emergency Services in hiring and onboarding staff, on-call staff, volunteers, interns, and facilitators
• Train staff on hotline, including but not limited to safety planning, resources and referrals, crisis de-escalation, and follow-up
• Effectively train staff in understanding trauma-informed care, strength-based care, and person-centered delivery, along with policies and procedures, safety protocol, organizational/division goals, and outcomes
• Provide consistent coaching and feedback to direct reports through regular review and assessment of the employee's performance through weekly 1:1 meetings, quarterly review of the employee's key performance indicators (KPIs), performance improvement plans (if applicable), as well as quarterly and annual performance reviews
• Coordinate staff, volunteer, intern, and facilitator schedules
• Collaborate with the Director of Emergency Services to evaluate and implement program service policies and procedures, and all other program standards
• Promote staff wellness and sustainability in high-intensity crisis work
• Provide on-call response and support for weekend escalated concerns

Client Care

• Uphold REST values of belonging, trustworthiness, tenacity, and honor when engaging with staff and guests
• Cultivate a welcoming, safe, and inclusive community environment that follows all policies and procedures, as well as provides culturally responsive care for all.
• Address conflicts or grievances that arise amongst clients and staff with sensitivity, care, and professionalism, and in compliance with applicable policies and procedures
• Assist in crisis response and respond to grievances for escalated client issues
• Ensure all team members are providing trauma-informed, relationship-based, and strengths-based care while following through with their respective responsibilities.
• Collaborate with the Director of Emergency Services to ensure excellent quality of care of REST clients.
• Coach and train all staff and volunteers to engage survivors and hotline callers using REST's principles of care as well as individualized, strengths-based, and trauma-informed care.

Reporting, Systems, and Facilities

• Fulfill all reporting requirements in REST client data systems and any additional grant reporting software
• In coordination with the Director of Emergency Services, track outcomes, and implement program evaluation (quarterly and annually) to identify and suggest areas for improvement
• Maintain facility upkeep, security, health, and cleanliness standards
• Manage budgeted funds for program operations and timely financial reporting, including monitoring and approving staff expense reports
• Collaborate with operations to ensure building safety for staff and guests
• Participate in all necessary REST staff meetings and trainings
• Complete and conduct staff performance evaluations quarterly and annually
• Self-regulate when experiencing triggers, trauma responses, or stressors in order to stay engaged, productive, and meet the needs of the team and clients
• Other duties as assigned

QUALIFICATIONS

Required

• Bachelor's degree in social work, human services, psychology, or equivalent work and field experience
• Minimum of 3-5 years of experience in crisis intervention, hotline services, outreach, or emergency response settings
• Minimum 2-3 years of supervision or team lead experience in a human services environment
• Commitment to equity, cultural humility, and inclusive practices
• Ability to pass a background check and meet organizational hiring requirements.

Preferred

• Experience working with survivors or individuals experiencing complex trauma
• Demonstrated knowledge of trauma-informed, survivor-centered, and harm-reduction practices
• Strong crisis assessment, de-escalation, and safety planning skills.
• Ability to manage competing priorities in a fast-paced, 24-hour program environment.
• Excellent communication, collaboration, and organizational skills.

SCHEDULE

Forty hours each week. Five days a week, overnight from 10pm-6am with the ability to flex during the day. Occasional on-call and outside-hours may be required. Some holidays may be required, and some seasons may require more than 40 hours/week.

COMPENSATION

The compensation amount for this position is up to $35 an hour.

LOCATION

Location will vary from REST's office located in South Seattle and other areas for outreach.

BENEFITS

This position is eligible for all benefits offered to full-time non-exempt employees. This currently starts at up to 15 days (120 hours) of accrued vacation, 10 days of accrued sick time, 12 holidays, 100% employer-paid medical/dental/vision premiums for the employee, one paid mental health hour each week, and a 403b retirement plan.

JOB CONDITIONS

This position encounters a variety of daily work situations, including complex situations that require immediate attention and decision-making. There may be both routine and complex interpersonal interactions to navigate with care and thoughtfulness. Processes may change based on the changing needs of the organization, new technology, or new ideas for efficiency. Position operates as part of a team and engages in on-site work that may require time spent sitting, standing, walking up and downstairs, driving, and transporting items. Position works under occasional time constraints to meet objectives, and performs computer work, including using a keyboard, looking at a screen, using the internet, email, phone, and video conferencing.