Client Advocate II
SafeHaven - Fort Worth, TX

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SUMMARY : Meets the daily needs of clients in the shelter, provides crisis intervention, assessment for admittance for crisis callers seeking shelter, and provides community referrals for crisis callers, as appropriate to caller need.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Assist residents of the emergency shelter and answers Hotline for shelter and/or referral/information.

Answer Crisis Hotline, assess caller’s needs, determine eligibility for shelter admission, or makes appropriate referrals.
  • For family violence calls
    • Answers Crisis Hotline, provides empathetic listening, assesses caller’s needs, manages phone crises as they arise, develops safety plans, provides DV education, determines eligibility for shelter admission, or makes appropriate referral.
  • Represents the agency in inter-agency interactions involving victims in crisis.
  • For community crisis calls
    • Answers Crisis Hotline, assess caller’s needs, provides empathetic listening and appropriate community referrals if needed.
  • Provides crisis intervention in the form of safety planning, family violence education, and access to SafeHaven services and referrals to community services via emergency Crisis Hotline and face to face victim contact.
  • Documents appropriate information in Client Relationship Management System (CRMS).
Provides or arranges emergency transportation for incoming clients admitted to shelter.

Completes intake procedures for each client, and arranges for immediate needs of client/family.

Provides crisis intervention counseling for shelter residents.

Completes exit procedures for each client.

Maintain confidentiality of all communication regarding clients, agency and staff.

Screen people coming to shelter entrances to determine eligibility for entering shelter facility.

Manages shelter operations to include: enforcing shelter rules, policies and procedures, ensuring a calm, supportive atmosphere, maintaining the security of the shelter, distributing incoming client mail, scheduling client service appointments, supporting client participation in group meetings.

Document appropriate information in client files and in communication log in an appropriate and timely manner. Complete all appropriate forms maintained in resident files.

Complete all paperwork and reports in a timely and accurate manner; document and report duties as requested by supervisor.

Attend Monthly Client Services Meeting and Quarterly All Agency Staff Meetings

Conduct daily House Meeting, chore assignments, and “Shelter Orientation” groups for new residents.

Must be able to work varied shifts including day shift, evening shift and overnight shift as assigned by supervisor.

Must possess a valid Texas driver's license and be able to drive during day time and night time hours.

Must be able to lift up to 25 pounds.

In accordance with the team philosophy of the agency, may routinely be required to carry out or assist with other tasks involving client care and client preparation, in addition to the duties listed above.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


High school diploma or GED with some college; Bachelor’s Degree in Social Work or related social services field preferred, or equivalent experience. Knowledge of crisis intervention, social work theory and ethics. Experience in and knowledge of family violence theory preferred. 1-2 years experience working in a social service environment preferred. Must have general computer proficiency.

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