YWCA Survivor Empowerment and Support Services Manager

Description

About YWCA South Hampton Roads
YWCA South Hampton Roads (YWCA SHR) is the oldest and largest multicultural women’s organization in the world. YWCA SHR is dedicated to the fullness of its mission to eliminate racism, empower women and promote peace, justice, freedom and dignity for all.  

Serving approximately 8,000 individuals each year, YWCA SHR is a source of strength, courage and empowerment for women and families facing crisis. We are a community catalyst for meaningful change and the advocate for shaping vital impact through quality services responding to the critical needs of survivors of sexual violence and domestic violence. YWCA SHR works across racial, gender, religious and social lines with organizations-partners in all sectors to educate about disparities, advocate for change and provide resources and tools to dismantle oppressive systems.  

YWCA SHR is in the midst of a rapid transformation from a well-established direct service provider for women and families facing crisis to an organization working at the intersection of eliminating racism, empowering women and standing up for social justice, helping families and strengthening our community.   

About the Position 

Under general supervision of the Director of Client Services, the YWCA Survivor Empowerment and Support Services Manager oversees all aspects of YWCA SHR’s trauma-informed, empowerment-centered crisis services. This includes direct supervision of hotline advocates, coordination of emergency response protocols, and collaboration with internal teams and community partners to ensure consistent, culturally competent care. With 24/7/365 responsibility for crisis response operations, the manager plays a vital leadership role in empowering survivors with dignity, safety, and resources for healing. 

ESSENTIAL DUTIES 

The essential functions include, but are not limited to the following:   

PROGRAM LEADERSHIP & OVERSIGHT 

• Manage daily operations of the 24/7 crisis hotline and response team, ensuring coverage, quality, and survivor-centered practices. 
• Supervise and support hotline advocates and volunteers, including scheduling, training, and performance feedback. 
• Ensure compliance with all grant, funder, and agency standards, including data tracking, reporting, and documentation. 

TRAUMA-INFORMED CARE & EMPOWERMENT  

• Model and embed trauma-informed, healing-centered principles across all crisis services 
• Develop and update protocols that reflect survivor choice, safety planning, and cultural humility 
• Provide leadership during high-risk or emergent client situations, including coordination with law enforcement, hospitals, and shelter 

COLLABORATION & COMMUNITY RESPONSE 

• Serve as a key liaison to emergency response teams, hospitals, law enforcement, and partner agencies 
• Participate in on-call rotation to provide leadership and guidance during crisis situations 
• Lead or support community outreach, education, and awareness campaigns related to crisis and support services 

ADMINISTRATIVE OVERSIGHT 

• Maintain hotline service data and prepare accurate reports for funders, grants, and internal review 
• Contribute to budget development and monitor use of resources related to crisis services 
• Partner with the Development team on funding opportunities, donor relations, and impact storytelling 

Additional Duties  

• Perform other duties as assigned. 

QUALIFICATIONS  

We will consider exceptional candidates who demonstrate a strong combination of the specific qualifications and skills described below. 

Minimum Requirements 

Education and Experience 

• Bachelor’s degree in Social Work, Counseling, Psychology, or related field (Master’s preferred) 
• 3–5 years of experience in crisis intervention, domestic/sexual violence services, or related trauma-informed work 
• At least 2 years of supervisory experience in a nonprofit, shelter, or emergency response setting 
• Demonstrated knowledge of trauma-informed care, survivor advocacy, and intersectional approaches to healing 
• Ability to manage competing priorities with calm, confidence, and empathy 
• Strong verbal and written communication skills; ability to represent YWCA SHR professionally 
• Commitment to racial and gender equity, and a deep alignment with YWCA’s mission 
• Availability for after-hours and on-call response, including nights/weekends on a rotating basis 
• Bilingual (Spanish/English) highly desirable