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Crisis Response Shift Manager

Cornerstone of Hope, Inc.
435 Berger Rd, Paducah, KY 42003


435 Berger Rd, Paducah, KY 42003

Pulled from the full job description

  • Paid time off

Full job description

Cornerstone of Hope, Inc. (COH) provides administrative and staffing services to non-profit organizations in the Western Kentucky Region. As such, COH has 1 available Crisis Response Shift Manager position to be assigned to work at Merryman House located in Paducah, KY.



Monday through Friday


1. Ability to handle sensitive information and maintain the highest level of confidentiality.

2. Ability to work under highly stressful, crisis-oriented situations with skills in negotiation, analyzing & resolving problems, exercising independent judgment.

3. Strong ability to interface with community partners and other crisis response systems (e.g., police, DCBS, hospital personnel, etc.)

4. Extensive knowledge of domestic violence related issues, and crisis response program development

5. Computer/PC skills: Microsoft Office; Osnium or similar database.

6. Professional level oral and written communication skills.

7. The ability to interact with individuals at all levels within the agency.

8. Excellent organization skills


Knowledge and skills at a level typically acquired through obtaining a minimum of a Bachelor's Degree or equivalent experience.


1. Two year experience preferred; experience in non-profit organizational management, customer service related models and/or hospitality industry is a plus.

2. Knowledge of domestic violence and lethality program preferred

3. Valid Drivers License and clean driving record


Under the guidance of the Merryman House Operations Director, this position is responsible for the “life-saving” aspects of the organization’s mission. This position oversees the crisis line, conducts lethality assessments, monitors the chat line, and oversees emergency shelter operations for the shift to whom he/she is assigned. This position is responsible for direct service and training of the direct service staff.



1. Possess strong verbal and written communication skills.

2. Displays high level of professionalism in all interactions within agency and with community partners.

3. Understands trauma-informed organizational culture and actively employs those principles.

4. Collaborates with other departments including coordinators to ensure effective communication occurs, and staff are well-informed of client needs to ensure meaningful access to all clients (e.g., Limited English Proficiency, federally under-served, etc.).

5. Demonstrates competency and expertise in all client interactions, both in person and on the crisis line and hotline chat.

6. Is capable of effective conflict resolution and de-escalation.


1. Supports law-enforcement partners who provide the LAP and maintains an open and direct line of communication essential to successful implementation of the program in conjunction with other program staff.

2. May conduct or assist in departmental or house meetings as requested by the Department Director.

3. Provides directive to shelter staff on his/her shift to keep shelter organized and compliant with regulations.

4. Notifies Facilities Manager of any maintenance needs.

5. Supports Crisis Response services with intake and exit deadlines, client voices of concern, transportation, after-hour protective orders, and compliance accuracy.


1. Fosters time-limited, trauma-informed supportive counseling and crisis stabilization and advocacy to LAP and residential clients (adults and children) living in our emergency shelter or who qualify for outreach services by engaging clients in safety planning, risk/protective factor assessments, and identifying coping skills as necessary.

2. Arrives promptly and prepared, ready to engage in job responsibilities and duties.

3. Monitors staff productivity and reports areas for improvement to the Department Director to create improvement plan when needed

4. Ensures that all direct reports observe meal and break times as required by agency policy/applicable labor laws.

5. Completes administrative duties (reports, data corrections, trainings) promptly.

6. Ensures documentation for services provided by the department are entered timely and accurately.


1. Is abreast of MPSS, and other program requirements that govern emergency services (e.g., Fair Housing Act, Voluntary Services Model, etc.).

2. Assists clients in learning shelter program guidelines and the various opportunities and services available to them through the MHDCC as a whole.

3. Oversees the competency and training of all staff in his/her care as requested by Department Director.

4. Assist Department Director with monitoring staff and providing feedback for evaluations, and corrective action(s).

5. Attend trainings relevant to position to upgrade knowledge of laws, regulations, and contractual requirements as directed by direct supervisor or the MHDCC Executive Director.

6. Stays abreast of current practices and trends involving domestic violence and its effects by updating the Department Director on service trends, and other information necessary to inform and update current practices and policies.

7. Understand Lethality Assessment Program (LAP) and its purpose within agency and community.

8. Possesses a strong working knowledge of program eligibility requirements, Tier screening process, and trauma-informed care.

9. Is able to complete crisis calls, hotline chats, intakes, and other client interactions in ways that promote client safety, equity, and inclusion.


1. Models personal integrity and behaves in an ethical manner in regards to interpersonal relationships with staff and peers by not engaging in gossip or staff splitting behaviors.

2. Reviews and reports service statistics to Department Director.

3. Monitors department staff's documentation of services to ensure it is completed in a honest, accurate, and compliant manner by training and coaching staff to correct on-going errors as identified by the Compliance Department.

4. Completes and enters all individually provided client services into the agency’s data system in an accurate manner and in accordance with company policy.

5. Accepts personal responsibility and holds themselves accountable for actions and decisions made.

6. Displays ability to handle sensitive information and maintain the highest level of confidentiality.

7. Ensures agency resources are handled properly, inventoried accurately, and completes paperwork required to disburse resources to clients as applicable.

Productivity and Quality of Work

1. Provides strong oversight of shift-specific work to increase efficient and productive operations (e.g., inventory is up--to-date, shifts are properly covered, and client services are conducted to agency standards).

2. Provides a monthly report to Department Director to ensure compliance and department needs are met.

3. Assist with department office needs and other duties as requested by Leadership.

4. Ensures Crisis and Essential Services Department is adequately staffed 24/7 and displays a willingness to report for shelter shifts to maintain coverage as assigned by Department Director.

5. Works with other departments to evaluate client progress within the emergency shelter program.

6. Supports effective written and verbal communication with nutrition staff, hotels, and other agency departments so that clients are provided excellent care, and resources are utilized judiciously.

Job Type: Full-time


  • Paid time off


  • High school or equivalent (Preferred)


  • Microsoft Office: 2 years (Preferred)
  • Adobe: 2 years (Preferred)
  • Kronos: 2 years (Preferred)
  • CMS: 2 years (Preferred)
  • Customer Care Setting: 2 years (Preferred)
  • Knowledge of Domestic Violence: 2 years (Preferred)


  • Driver's License (Preferred)

Work Location: In person