Support Services Coordinator

Casa Myrna is Greater Boston’s foremost provider of solutions to end domestic and dating violence. The agency operates three residential programs in Boston for survivors and children made homeless by domestic violence and commercial sexual exploitation, a comprehensive range of advocacy and supportive services, and SafeLink, Massachusetts’ statewide 24/7 toll-free domestic violence hotline. Casa Myrna believes that every relationship should be safe and healthy and works to end domestic and dating violence through education, awareness, and prevention. The Survivor Services Coordinator serves as a central point of access and coordination for survivors, community providers, and others seeking support from Casa Myrna. The Coordinator responds to inquiries and referrals received through the Community Helpline, walk‑ins, community partners, internal programs, and other entry points. Through trauma‑informed screening and assessment, the Coordinator identifies presenting concerns, evaluates urgency, risk, immediate needs, and initial eligibility for services, and determines the most approp­iate next response. The Coordinator supports a clear, responsive, and respectful survivor experience by providing accurate information, communicating next steps, facilitating warm handoffs, and monitoring the status and outcome of referrals. The position requires a high level of assessment, crisis triage, and professional judgment. The Coordinator reports to the Senior Manager of Counseling and Community Advocacy and works closely with programs across the agency. Principal Duties and Responsibilities Responds to and coordinates inquiries and requests for services received through the Community Helpline, walk‑ins, internal and external referrals, community providers, and other entry points. Conducts trauma‑informed screenings and needs assessments to understand each survivor’s presenting concerns, goals, current circumstances, and requested services while limiting unnecessary or repetitive retelling of traumatic experiences. Uses sound professional judgment to assess urgency, immediate safety concerns, risk factors, basic needs, and initial eligibility or fit for Casa Myrna’s services. Recognizes high‑risk, urgent, complex, or unclear situations and seeks consultation or escalates concerns to the supervisor or appropriate program leadership when additional review or immediate action is needed. Determines the appropriate initial response based on the survivor’s circumstances and goals, which may include immediate advocacy, safety planning, an internal referral, placement on a waitlist, connection to an external provider, or another identified next step. Provides brief, trauma‑informed and culturally responsive advocacy during the initial contact, including emotional support, safety planning, resource navigation, information about available services, and connection to urgent basic‑needs resources. Clearly communicates what Casa Myrna can and cannot provide, the next steps in the process, anticipated response timelines when known, and which staff member or program will be responsible for continued follow‑up. Facilitates warm and informed handoffs between survivors, Casa Myrna programs, SafeLink, and external providers to support continuity, reduce duplication, and prevent survivors from being redirected without a clear next step. Coordinates with program staff to clarify referral questions, provide relevant information, and support appropriate service connections while respecting each program’s responsibility for its own assessment, eligibility, and enrollment decisions. Maintains a centralized system for tracking incoming referrals, screening outcomes, outreach attempts, waitlists, internal and external service connections, and unresolved access concerns. Monitors the status and outcome of referrals to determine whether survivors were successfully contacted and connected, redirected to another resource, placed on a waitlist, declined for services, or unable to be reached. Conducts appropriate follow‑up when a referral remains unresolved or when the survivor has not received a clear response, helping to ensure that survivors are not lost between programs or services. Identifies unsuccessful referrals, delays, recurring access barriers, gaps in available services, and inconsistencies in referral or intake practices. Communicates individual concerns and broader patterns to the supervisor for review and follow‑up. Collaborates with program supervisors and designated staff to maintain current information regarding program services, eligibility requirements, referral procedures, capacity, waitlists, and points of contact. Maintains current knowledge of community resources and develops relationships with external providers to support responsive referrals for needs that cannot be met internally. Works with SafeLink and Casa Myrna staff to maintain accurate information about commonly requested services and resources. Provides short‑term bridge support and resource coordination in collaboration with Community Advocacy staff when survivors have complex needs involving multiple programs, systems, or community providers. Maintains timely, accurate, and confidential documentation of screenings, assessments, referrals, follow‑up efforts, and services provided in accordance with agency policies and funding requirements. Uses referral and service‑access information to support program reporting, identify emerging survivor needs, and contribute to improvements in access, responsiveness, and the overall survivor experience. Participates in the development, review, and implementation of consistent screening, triage, referral, documentation, and follow‑up practices. Develops and maintains a professional development plan and attends internal and external trainings, meetings, and conferences. Represents the agency at meetings with community collaborators and at other events as needed. Performs other related duties as assigned by the supervisor and agency. Qualifications and Requirements Commitment to Casa Myrna’s values and mission of ending domestic and dating violence and commercial sexual exploitation and promoting social justice and social change. Demonstrated ability to conduct trauma‑informed assessments, identify immediate safety concerns, risk, urgency, and service needs, and determine appropriate next steps based on limited information gathered in real time. Strong clinical discernment and professional judgment, including the ability to prioritize competing needs, make thoughtful decisions when information is incomplete or changing, and recognize when consultation, escalation, or immediate action is needed. Strong knowledge of domestic violence, coercive control, trauma, risk and lethality indicators, safety planning, behavioral health concerns, housing instability, and the barriers survivors may face when seeking services. Ability to maintain clear professional boundaries and distinguish brief crisis support and service coordination from ongoing case management, advocacy, or treatment. Advanced training in trauma‑informed assessment, crisis response, risk assessment, safety planning, and service coordination required. These skills may have been developed through graduate‑level clinical education in social work, counseling, psychology, or a related field; formal domestic violence or crisis‑response training; or significant direct‑service experience that included structured supervision and meaningful responsibility for assessment and decision‑making. Professional licensure in social work, mental health counseling, or a related field is preferred but not required. Minimum of three years of progressively responsible direct‑service experience in domestic violence advocacy, victim services, crisis response, behavioral health, housing or homelessness services, or another complex community‑based setting. Experience coordinating complex referrals across multiple programs, systems, and community providers and following referrals through to a clear next step or outcome. Strong crisis‑management, interpersonal, communication, organizational, documentation, and problem‑solving skills. Ability to remain grounded and organized while managing urgent situations, emotionally complex interactions, competing priorities, and a high volume of requests. Familiarity with Boston‑area community agencies and resources, particularly those serving survivors of violence, immigrants, people experiencing homelessness or housing instability, and low‑income communities. Ability to maintain confidentiality and work respectfully and collaboratively with people from diverse racial, ethnic, cultural, linguistic, socioeconomic, gender, sexual orientation, religious, and disability backgrounds. Spanish language proficiency preferred. Ability to speak Cape Verdean Creole, Portuguese, Haitian Creole, or other languages commonly spoken by survivors served by Casa Myrna is a plus. Salary $59,000-$66,000 Location Boston; Hybrid position (3 days in office) Hours Full‑time (4 days and 35 hours/week) Benefits family-friendly schedule generous paid time off and holidays health, dental, vision, and short‑term disability insurance flexible spending account health reimbursement account retirement savings plan with employer match opportunities for professional development and training Casa Myrna is an equal opportunity employer committed to workforce diversity and hiring people with diverse life experiences. Survivors, people who are bilingual/bicultural, persons of color, people with disabilities, and LGBTQIA+ people are strongly encouraged to apply. The employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. If reasonable accommodations are needed during recruitment process, email View email address on click.appcast.io. #J-18808-Ljbffr