Coordinator, Crisis Response Team

The Centers, through healing, teaching, and inspiring, provides individuals and families in Greater Cleveland the opportunity to reach their full potential. As a comprehensive social service and healthcare organization, The Centers operates at 11 locations. The Centers served over 20,000 individuals in 2024 through its four core service areas:
Integrated Health & Wellness: Addressing physical, mental, and behavioral health concerns that impact individuals’ ability to thrive in other areas of their lives.
Early Learning & Family Support: Helping families recognize that the first 2,000 days of life is a critical period of development and growth for children that sets the stage for their future.
Workforce Development: Extending job and career-building opportunities for individuals who struggle to find adequate and sustainable employment.
Residential Youth Programs: Providing behavioral health services and emergency housing for children and adolescents through residential programs.

JOB SUMMARY

The Crisis Response Coordinator is responsible for responding to and managing crisis situations involving youth residents at The Centers' H.O.P.E. Campus. This position uses trauma-informed and youth-centered approaches to de-escalate conflicts, ensure safety, and support both residents and staff during high-stress incidents. The Crisis Response Coordinator collaborates with the clinical and programming teams to promote a safe and supportive environment, contributing to residents’ emotional regulation and overall well-being.


ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

Respond promptly to crisis situations involving residents, including behavioral escalations, safety concerns, and conflicts.

Utilize trauma-informed and de-escalation techniques to stabilize situations while maintaining the dignity and respect of all involved.

Assess risks and implement safety protocols to protect residents, staff, and the facility.

Serve as the on-call crisis response lead during designated shifts.

Provide emotional and behavioral support to residents in crisis, helping them to process emotions and regain control.

Assist staff in managing crisis situations, offering guidance and modeling effective de-escalation techniques.

Conduct debriefings with staff and residents following crises to process the event and identify lessons learned.

Train and mentor staff on trauma-informed care principles, crisis intervention strategies, and de-escalation techniques.

Lead regular drills and simulations to prepare staff for potential crisis scenarios.

Stay current on best practices in crisis response and share knowledge with the team.

Work closely with the Safety and Security Manager to develop and implement crisis response protocols.

Partner with clinical and case management teams to support residents’ treatment plans following crises.

Maintain clear and consistent documentation of crisis incidents, including actions taken and outcomes.

Communicate effectively with residents, staff, and external stakeholders as needed.

Monitor trends in crisis incidents and collaborate with leadership to identify preventative measures.


Analyze incident reports to recommend changes in policies or practices to reduce future crises.

Provide detailed reports to the Safety and Security Manager on crisis response outcomes.


OTHER JOB DUTIES AND RESPONSIBILITIES

Represent the facility in community outreach, networking, and partnership-building activities.

Participate in special projects or initiatives as assigned by senior leadership.

Act as a liaison between staff, residents, families, and other stakeholders.

Other duties as assigned


SUPERVISION

This position has no supervisor responsibilities.


CORE COMPETENCIES

Adaptability: Ability to adjust strategies to meet the unique needs of each crisis. Resilient and able to maintain focus in fast-paced, unpredictable environments.

Communication: Strong verbal and written communication skills for clear and effective interactions. Ability to remain calm and professional in high-pressure situations.

Crisis Intervention: Expert in applying trauma-informed and youth-centered crisis response techniques. Skilled in assessing and managing high-stakes situations to ensure safety.


De-escalation Techniques: Proficient in calming volatile situations and guiding individuals toward positive resolutions. Ability to teach and model effective de-escalation practices for staff.

Leadership and Team Support: Skilled in providing guidance, support, and mentorship to staff during and after crises. Collaborative in working with interdisciplinary teams to develop proactive safety strategies.

Trauma-Informed A