Crisis Response Manager

Job Description

Job Description

Description:

Type: Regular Full-Time

Status: Exempt

Location: Fresno, California

Schedule: Varies; with the ability to work evenings and weekends

Salary Range: $83,200 - $116,480

Salary ranges listed above represent good faith and reasonable estimate of the range of possible compensation at the time of posting. Actual compensation will depend on several factors including but not limited to, the candidate’s experience and qualifications.

Benefits: Medical at $60.00 a month for employees, dependent coverage available at pro-rated additional cost (Kaiser, Anthem Blue Cross and Community Health Care options), 100% employer paid dental & vision, 11 paid holidays, PTO accrual up to 15 paid days annually, California Paid Sick leave, additional sick leave accrual and 403b with company match

Employee Background Verification:

Five-year annual DOJ Verification Authorization requirement. This policy establishes the requirement for 5-year background checks for employees to ensure compliance with specific grants and its associated regulations.

Reports to: COO ( Chief Operating Officer)

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Position Summary:

The Crisis Response Manager provides strategic leadership, oversight, and coordination for all aspects of Marjaree Mason Center’s 24/7 crisis response programs. This role ensures the delivery of high-quality, trauma-informed crisis intervention and advocacy services to survivors of domestic violence while maintaining compliance with organizational policies and grant requirements. Responsibilities include managing operations, programming, and staff within the Crisis Response Department; developing and implementing effective systems, policies, and procedures; monitoring program performance and outcomes; and fostering cross-departmental collaboration to ensure comprehensive support for clients. The Crisis Response Manager also oversees program budget planning, contract and grant compliance, and the development of community partnerships to enhance service delivery. As the subject matter expert for crisis response services, this position represents MMC in external engagements, supports professional development within the team, and champions a culture of integrity, empowerment, dedication, and collaboration in alignment with MMC’s mission and strategic objectives.

Essential Duties and Job Responsibilities include the following:

· Provide overall leadership and vision for all aspects of the Crisis Response Team/Program including operations, programming and management of staff, and consultation with staff as needed.

· Leads the team and vendors in developing and implementing effective systems, policies, and procedures, ensuring all department staff adherence.

· Ensure the program staff adheres to organizational and grant policies, processes, and procedures.

· Establish current and future department and program goals. Manage and hold the team accountable for achieving strategic goals and metrics. Monitor departmental and individual performance and establish corrective measures as needed. Prepare detailed reports, both current and forecast. 

· Champions the organization's vision, mission, and values to create a healthy work culture.

· Work in collaboration with all other departments and programs as it relates to those accessing crisis services and services that intersect with other departments.

· Develop, manage, and monitor the annual program budget, ensuring fiscal responsibility, cost-effective resource allocation, and alignment with grant requirements and organizational financial goals.

· Ensure funder accountability by monitoring, tracking, and reporting on contract compliance and grant metrics, program outcomes, and finances. This includes managing the team in providing detailed documentation as well as preparing reports to communicate the program's impact. 

· Continuously assess and elevate the quality of crisis response services through systematic program evaluation, client feedback mechanisms, trauma-informed best practices, and ongoing staff training to ensure exceptional, compassionate, and effective support for survivors. Review client complaints, concerns, needs, and manage the grievance process.

· Develop and implement strategic program plans for crisis services that align with and support the organization's overall mission, vision, and strategic objectives.

· Reviews all intake documentation through the agency database and monitors case assessments and outcomes with team members. 

· Develop, review, and continuously refine program-specific policies and procedures that align with organizational mission, best practices in domestic violence services, and regulatory requirements, including updating all department materials.

· Strategically develop, nurture, and expand community partnerships that include but are not limited to community-based organizations, government agencies, law enforcement, and shelter resources to create a network that enhances service delivery, expands reach, and provides holistic support for domestic violence survivors. 

· Serve as the subject matter expert for all community programs, maintaining a comprehensive knowledge of the organization.

· Serve as the organization’s subject matter expert and primary representative to external stakeholders and committees, acting as the spokesperson to the community as needed, delivering community presentations, conducting media interviews, and facilitating training sessions as needed. 

· Management of human resources functions for the crisis response department, including interviewing and selecting staff, training and coaching staff, scheduling staff, timesheet review and use of HRIS, monitoring staff performance, and conducting performance evaluations.

· Collaborate with the Human Resource Department to initiate, lead, and implement a staff, volunteer, and intern development program, encompassing onboarding, training to functional proficiency for job roles, and developing ongoing learning opportunities through workshops, webinars, and training to foster a culture of professional growth.

· Support cross-training to ensure an adaptable workforce and eliminate any skill gaps.

· Works collaboratively with colleagues throughout the organization in order to model and support effective cross-departmental partnerships, trauma-informed practices, resiliency-building, and commitment to diversity and inclusion.

· Communicates regularly and provides written department and employee updates to the COO about sensitive/high profile cases, trends, community programs, facility and safety updates, and clients.

· Attend and support agency-wide fundraising events.

· Lead and attend program, department, and agency-wide meetings as required.

· Attend Board of Director and Board Committee meetings and present as required.

· Complete other duties as assigned.

The Crisis Response Manager is expected to customarily and regularly exercise discretion and independent judgment in carrying out job duties; and is expected to perform solely exempt type duties more than 50% of work time during the workweek.

Required Education and Experience:

· Bachelor’s degree from a four-year college or university. 

· Two years of experience working in the domestic violence, criminology, social services, sociology, or human services field.

· Minimum two years of management and leadership experience.

· Experience with database and project management software.

Required Certificates, Licenses, Registrations and Tests:

· Possession of a valid California driver's license and proof of liability insurance on personal auto. 

· Must be insurable at all times at standard rate by MMC insurance carrier. 

· Must successfully pass a drug, background and Tuberculosis test.

Required Knowledge, Skills, and Abilities:

· Deep interest in and commitment to the mission and vision of MMC with a sensitivity to domestic violence. 

· Demonstrated ability to work with sensitivity and without discrimination towards peoples of diverse cultures, races/ethnicities, socio/economic positions, ages, religions, and genders, physical, mental challenges, disabilities, and sexual orientations. 

· Ability to adapt quickly and effectively in a fast-paced work environment, demonstrating resilience and sound judgment when managing crisis situations.

· Knowledge of general office practices, procedures, and terminology. Demonstrated ability to use current business software applications, including HRIS and accounting systems, as well as productivity tools, to collate, analyze, and synthesize data and information to provide strategic and operational insights to the Chief Programs Officer, Chief Executive Officer and Board of Directors.? 

· Strong hands-on approach with a high level of self-motivation, discipline, initiative, emotional intelligence, accountability, professionalism, integrity, confidentiality, and ethics. Must be flexible, adaptable, a creative thinker and problem solver who is also open to the insight of others.

· Work well in a team-oriented environment and collaboratively in cross-disciplinary teams and culturally diverse internal/external constituencies. 

· Experience in managing staff and a proven record of motivating team members to achieve high performance. 

·  Excellent organization and attention to detail.?

· Strong project management skills and ability to identify, evaluate, problem solve, think critically, and direct. 

· An understanding of data analysis and performance metrics.? 

· Ability to prepare timely, proper, clear, and concise comprehensive reports, summaries, presentations, correspondence, and other documentation. 

· Excellent communication skills and ability to communicate effectively, clearly, and concisely both verbally and in writing in English. The ideal candidate will demonstrate the ability to craft clear, concise, detailed and compelling content from scratch.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Ability to adjust focus – (ability to adjust eye to bring an object into sharp focus.).
• Close Vision – (clear vision at 20 inches or less).
• Oral Expression and Comprehension – frequent.
• Speech clarity – frequent.
• Hearing – ability to hear instructions - frequent.
• Critical thinking – frequent.
• Lift up to 35 pounds – occasional to frequent.
• Push/pull – occasional to frequent.
• Reach with hands and arms – frequent.
• Sit – frequent.
• Stand – occasional to frequent.
• Stoop, kneel, crouch, or crawl – occasional to infrequent.
• Repetitive use of hands – frequent.
• Fine Dexterity – Both – frequent.
• Walk – moderate.
• Grasping: simple/light - frequent.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

· Indoors, environmentally controlled.

· Normal office noise level.

NOTE: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and requirements, which may change from time to time based on business needs. When appropriate, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job, so long as those accommodations do not create an undue hardship for the company. 

The Marjaree Mason Center, Inc. is an Equal Opportunity Employer. It is our policy to make all personnel decisions without discrimination on the basis of race, color, creed, religion, sex, physical disability, mental disability, age, marital status, sexual orientation, citizenship status, national or ethnic origin, and any other protected status.

The Marjaree Mason Center is 24/7 operation and all employees, at any point of time, may be asked to perform other work duties from those normally assigned such as working in our emergency services.

The above job description and duties is meant to describe the general nature and level of work performed; it is not intended to as an exhaustive list of all duties and responsibilities. Employees will be required to follow any other job-related instructions and to perform other duties requested by their supervisor in compliance with federal and state laws.