Job Title: Director of Crisis Services 

Organization: National Runaway Safeline (NRS) 

Location: Remote with Travel Required 

Reports To: Chief Program Officer

Pay Type: Salary, Exempt

Approved Date: 12/19/2024 

About Us:

The National Runaway Safeline (NRS) works to ensure that young people who have run away, are experiencing homelessness or facing crisis are safe and off the streets. We do this through various programs, including operating the National Communication System for runaway and homeless youth (crisis services) and providing resources, educational tools, and training opportunities focused on prevention and early intervention for young people, families, and supportive adults.

Crisis services are available 24/7 to young people and families via our 1-800-RUNAWAY hotline and text line as well as 1800RUNAWAY.org, where we offer live chat, email, and an online forum. Annually, NRS supports over 125,000 young people ages 10-24, families, and stakeholders from communities across the country through our hotline, online, and offline services. In addition to direct services, NRS conducts nationwide prevention and awareness campaigns to reduce runaway incidents, prevent youth homelessness, and de-escalate crisis situations. Utilizing years of data via our crisis services program, we share trends, key findings, and local data sets with youth-serving organizations, policy makers, and other stakeholders across the country to improve service delivery models and provide recommendations to prevent youth homelessness. 

Position Summary:

The Director of Crisis Services (DCS) is a key member of the NRS Leadership Team, responsible for the strategic oversight and operational management of the Crisis Services Center (CSC). Reporting to the Chief Program Officer, the DCS will lead a high-performing team, ensuring the effective and compassionate delivery of crisis intervention services 24/7, 365 days a year. This role is vital for driving quality service outcomes, maintaining operational standards, and ensuring NRS continues to meet the needs of young people in crisis and their families. The ideal candidate will have a strong background in crisis intervention, social services, and/or call center management and will excel in leading a dynamic team in a fast-paced environment.

Core Responsibilities and Essential Job Functions:

Program Leadership:

• Oversee Crisis Services Center (CSC) operations, ensuring adherence to NRS and funding standards, protocols, and best practices     across NRS’ 24/7/365 services.
• Serve as a member of the NRS Leadership Team and key contributor to ongoing strategic planning.
• Work cross-functionally with leadership, technology, and engagement team members to ensure strategic alignment, establish effective workflows, and optimize the delivery of crisis services.
• Provide strong leadership to the Crisis Services Team (Crisis Services Manager, Clinical Supervisors, Shift Supervisors, Resource Coordinator, Crisis Services Staff, Respites, and Volunteers), fostering a culture of transparency, creative problem-solving, accountability, and continuous improvement.
• Responsible for the implementation of the NRS’ personnel policies and practices within the entire team. This includes recruitment, hiring, training, annual performance evaluations, weekly supervision, leaves, terminations, documentation of all personnel actions. 

Training & Quality Assurance:

• Develop and implement policies, procedures, and protocols related to hotline operations, crisis intervention, safety planning, imminent risk assessment, emergent response, and unique NRS services.
• Establish KPIs and KPI tracking systems for the Crisis Services Team.
• Design and implement a robust training curriculum and continuing education program for staff, interns, and volunteers that incorporate prevalent issues impacting young people in crisis or that are experiencing homelessness, focus on youth empowerment, and integrate DEIA, trauma informed, and best practice principles.
• Co-lead NRS’ 50+ hour crisis intervention training for new staff, interns, and volunteers.
• Guide priorities for clinical supervision of Crisis Services and ensure trauma informed practices are integrated into contact and staff engagement.
• Inform and oversee maintenance of NRS’ referral database to ensure inclusion of holistic resources.
• Identify and provide meaningful professional development opportunities across the Crisis Services Team. 

Team Management:

• Responsible for the implementation of NRS’ personnel policies and practices for your direct reports: Crisis Services Manager, Shift Supervisors, Clinical Supervisors, and Resource Coordinator.
• Provide weekly supervision to direct reports.
• Oversee Crisis Services Team schedules to ensure adequate staffing and operational consistency.
• Serve as the on-call supervisor on a rotating basis, providing shift management and emergency support for members of the Crisis Services team as needed.
• Lead weekly Crisis Services Management team meetings to review team needs and generate solutions.
• Support Crisis Services Managers in planning bi-weekly Crisis Services team meetings and quarterly Respite meetings.

Data Collection and Reporting:

• Support data collection and reporting efforts related to employee performance, service outcomes, quality assurance, and continuing education.
• Assist in compiling data and reports for grant applications, donor requests, media inquiries, and other external communications as needed.

Partnerships and Public Relations:

• Serve as a subject matter expert on NRS crisis intervention strategies, representing NRS at community partner meetings and in discussions with external stakeholders
• Facilitate webinars, trainings, and panels, and media interviews as appropriate. 

Leadership Responsibilities:

• Lead with empathy, kindness, and positive regard, caring enough to give praise and have hard transparent conversations.
• Select effective leaders, invest time in coaching and development, and prioritize identifying, nurturing, and promoting talent.
• Recognize equity is foundational to our work internally and externally and prioritize building an equitable, antiracist, and inclusive environment.
• Collaborate with intentionality by being present, learning from others, committing to tasks, and building an aligned vision of success.

Standard Responsibilities:

• Passion, integrity, and commitment to the mission and values of NRS and DEIA principles.
• Adhere to policies and procedures as outlined in the Employee Handbook.
• Collect, review, and utilize data and information on programs and services to inform program performance.
• Participate in regular supervision and staff meetings as required.
• Attend regular trainings provided in house, by partners, and for personnel professional development.
• Perform other duties as assigned.

• Bachelor’s Degree in Social Work, Psychology, or related human services field.
• Minimum of 7 years of experience in social services, crisis intervention, suicide prevention, or call center management.
• Minimum of 3 years supervisory experience in a leadership or management role.
• Experience with curriculum development and implementation of quality training and continuing education programs.
• Ability to maintain a flexible work schedule that includes a rotating on-call responsibility, and occasional weekend and evening availability to accommodate staff meetings and external training engagements.
• Ability to travel to Chicago, IL other locations across the US, including occasional overnight travel for conferences or other meetings.
• Proven ability to lead dynamic teams, manage complex operational systems, and improve service outcomes in a non-profit or social services organization.
• Strong interpersonal skills, including the ability to lead a dynamic team, build relationships, and manage evolving needs.
• Demonstrates respect and acceptance of diverse individuals and communities serviced by and working in partnership with or employed by NRS including but not limited to race, gender, ethnicity, social-economic status, and LGBTQIA2S+ populations.
• Experience managing high-pressure situations with composure, critical thinking, and independent decision-making.
• Demonstrates excellent written and verbal communication skills.
• Demonstrates strong and creative problem-solving skills with a solutions-oriented mindset.
• Demonstrates the ability to work independently, prioritize work, manage time, multi-task, and meet deadlines.
• Experience using and maintaining CRM systems (i.e. iCarol, Salesforce, etc.).
• Demonstrates proficient use of Microsoft Office Suite (Word, Excel, Outlook, and PowerPoint), virtual meeting platforms (i.e. Zoom, Microsoft Teams, etc.), Adobe, and learning management systems (i.e. Litmos).
• Must be proficient in speaking, reading, and writing in the English language.

Preferred Qualifications:

• LCSW preferred
• Experience using and managing hotline platforms (i.e. Five9, etc.) is preferred
• Individuals with lived expertise of homelessness or housing instability are encouraged to apply

Screening:

The applicant must submit to a background check and a child abuse and neglect screening and maintain acceptable clearance throughout employment.

Compensation: 

This is a full-time position with a salary range of $80,000–$85,000/year, commensurate with experience. NRS offers a comprehensive benefits package, including health, dental, vision, short term disability, life insurance, and paid time off.

Application Process:

Interested candidates should submit a resume, cover letter, and a list of professional references through NRS’ recruitment portal linked here: https://recruiting.paylocity.com/recruiting/jobs/All/d87a7736-f431-4eeb-89af-e7beeb8aece2/National-Runaway-Safeline

NRS is an equal opportunity employer. We encourage individuals with lived experience of homelessness or housing instability to apply and do not discriminate based on race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status.