Job Description: Crisis Response Coordinator

Supervisor: Family Shelter Manager

Classification: Exempt

Hiring Salary Range: $64,000 - $67,000 per year

About UMOM New Day Centers: Founded in 1964, UMOM is Arizona's largest provider of services for families experiencing homelessness. Our mission is to end family homelessness by restoring hope and rebuilding lives. With a substantial annual operating budget, UMOM provides shelter, supportive services, and housing programs to families and individuals experiencing homelessness in Maricopa County. UMOM serves over 15,000 unique individuals across all our services annually, including those families receiving support at the Family Housing Hub, Maricopa County's family coordinated entry system.

Position Description: The Crisis Response Coordinator is responsible for supervising the Crisis Response team at UMOM's emergency shelter. This position is responsible for implementing best practices of shelter programming in alignment with our housing and income-based strategies for ending homelessness for both long-term crisis response and heat relief services. The coordinator will lead efforts to ensure clients are exiting to permanent housing, obtaining income to support housing stability, and are connected to the appropriate community resources within the 30-day client stay in crisis response programs. This position is responsible for the direct supervision of the Crisis Response team at the Emergency Shelter.

Essential Duties and Responsibilities:

Program Management

• Supervises the daily operations of the Crisis Response team, including onboarding new clients, case plan development, goal management, and exit planning.
• Reviews the client files and provides guidance and direction to the Crisis Response team.
• Supervises Crisis Response staff members, including training, work direction, productivity and efficiency appraisal, feedback and coaching delivery, and disciplinary action, if required.
• Participates in weekly case staffing to help address barriers impacting the participant's income and housing goal.
• Responds accordingly to shift rundowns, incident reports, and complaints from clients and staff.
• Implements policies and processes related to the emergency shelter program as approved.
• Provides limited case management caseload coverage as needed.
• Provides reports, summaries, and documentation as needed and in a timely manner. Follows appropriate escalation practices when necessary.
• Aligns crisis response efforts to support UMOM's strategy around housing + income = ending homelessness.

Data Driven & Outcomes Oriented Approach to Impact

• Enforces case management model to maximize efficiency, effectiveness, and consistency of impact in shelter programming.
• Tracks that all data and case notes are entered into database within 72 hours of the service provided and that all exit data is entered into appropriate system within the established timeliness expectations.
• Oversees and monitors data quality and performance outcomes, ensuring required documentation and data entry are complete and accurate.
• Audits data to ensure the program model is being adhered to and utilized as a teaching tool for staff.

Collaboration

• Partners with the Family Shelter Manager and Director of Family Shelter to develop, improve, and implement compliant and efficient crisis response programs.
• Connects with community agencies to identify appropriate placements and resources for the crisis response program.
• Collaborates with service providers to provide continuity of care for families through appropriate community referrals to support the client's successful exit.
• Works in partnership with the Shelter Operations team to manage client intakes and placements.
• Supports Family Shelter Manager in budget tracking and spending for crisis response programs.
• Attends and contributes to all Safety Committee meetings.

Heat Relief

• Manages heat relief specific inventory for supportive services including but not limited to; bus passes, gas cards, and hygiene supplies.
• Oversees and implements the setting up of dedicated heat relief spaces in coordination with the Facilities team. Utilizing available space and adapting to suit the ongoing needs of the program.
• Works closely with the City of Phoenix as the primary contact during active Heat Relief months.
• Acts as a direct contact for immediate placements and ensure client safety by screening all incoming participants.

Other duties as assigned by Leadership and/or Executives.

Qualifications and Competency Requirements:

Experience and Education

• High School or GED Diploma, required
• Bachelor's degree in a related field, preferred
• Minimum three years of professional experience, with experience in relevant roles (e.g., behavioral health, human services, shelter operations, homeless services, non-profits, case management, performance management, community-based organization positions)
• Two years of supervisory experience required.
• Previous experience in case management and working with vulnerable populations required.

Computer skills

• Proficiency with Windows operating system, Microsoft Word, Excel, Power Point and Outlook
• Previous experience with Efforts to Outcomes (ETO) or HMIS is preferred. Compliance
• Valid Level One Fingerprint Clearance Card or the ability to obtain one
• CPRFA Certification or the ability to obtain one
• Ability to clear the Central Registry Screening from the Department of Child Safety & Adult Protective Services.
• Ability to comply with and pass all required background checks.
• Ability to pass drug screening on an as needed basis.
• This is a safety sensitive position.

Physical activities and working conditions

The physical demands and working conditions described here are representative, but not exhaustive, of those that must be met by an employee to successfully perform the essential functions of this job.

• This position is typically performed in an interior, environmentally controlled office setting. The duties of the job require extended periods of time being stationary and manipulating a computer (keyboard, monitor, mouse), and other standard office equipment including, but not limited to printer, fax, calculator, copier, telephone and associated computer/technology peripherals. This position may also require extended periods of standing and walking. The ability to lift up to 25 pounds preferred.

Additional Attributes

• Willingness to embrace and actively support the unique culture and values of UMOM
• Ability to exercise excellent independent judgment and take ownership of decisions
• Ability to think on a broad, systems-level relative to the scope of the position
• Ability to work independently and self-manage to achieve goals while being a strong team player
• Ability to develop strong relationships within a fast-paced, collaborative setting that values diverse opinions; enthusiasm for helping drive change as UMOM becomes a more data-driven organization
• Ability to adapt to frequently changing environments and displays creative problem solving.

Work Schedule: The typical schedule for this position is Monday-Friday, normal business hours and may include occasional nights and weekends as needed to support the needs of the position and the organization.

Other: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.