Client Support Coordinator, Hotline

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Crisis Services Specialist I | Position Description

YWCA Dayton, dedicated to the elimination of racism and the empowerment of women, seeks an energetic, dedicated person to be an integral part of our team. The Client Support Coordinator is responsible for ensuring that crisis intervention and related supportive services are made available to survivors of gender-based violence (domestic violence, intimate partner violence, sexual assault, human trafficking, and stalking) and their children on a 24-hour per day basis. The Crisis Services Specialist I will deliver services utilizing trauma informed care and other best practices and protocol. This person supports the vision, mission, and values of YWCA Dayton.


  • Responds to crisis service requests including in-person, phone calls, web-based communication and messages made to YWCA 24-hour crisis services. Screens all communication for immediate needs and provides supportive listening.
  • Provides crisis services and needs assessment for walk-in clients.
  • Provides crisis support to YWCA clients/residents as needed including assistance in shelter and after hours support.
  • Assists caller/walk-in in connecting to appropriate resources. Provides comprehensive services to all seeking assistance including crisis intervention, safety planning, education and information on rights, information on community resources, and supportive listening.
  • Conducts assessment to determine shelter eligibility and provides options and assistance for those who cannot be accommodated.
  • Completes and maintains all relevant documentation, including but not limited to crisis contact files, case notes, incident/information reports, registration forms, exit forms, client feedback forms, daily logs, etc.
  • Maintains thorough, up-to-date knowledge of community resources and YWCA Dayton service areas to ensure appropriate and timely referrals.
  • Participates in professional development trainings and attends agency/department meetings.
  • Completes cross training in both Shelter and Front Desk duties working those areas as needed.
  • Performs other duties as assigned.


  • A minimum of high school diploma or GED with related experience required.
  • Associate degree in social services, human services, mental health, or related field is preferred.
  • Customer service and/or crisis services experience highly preferred.
  • Sensitivity to the needs of families in crisis.
  • Strong analytical skills – able to solve problems, make decisions, perform crisis intervention, etc.
  • Good computer skills, with the ability to maintain accurate electronic records.
  • Good communication and interpersonal problem resolution skills.
  • Knowledge and understanding of domestic violence, homelessness, and poverty.


  • Must be responsive to the needs and request of staff, volunteers, donors and Board of Directors.
  • Must extend courtesy, friendliness and overall respect to all of the above.
  • Will collaborate with other staff and/or departments to meet the needs of the organization.
  • Will be available to times and events when evenings and weekends will be required to fulfill duties.


  • Listens well, shares work-related information, is open to others’ perspectives, work styles and methods.
  • Willingly collaborates and cooperates with others in the organization.
  • Develops effective working relationships at all levels and values these relationships as critical to effective work.
  • Ability to address conflict in a respectful manner.
  • Expresses ideas clearly and effectively both verbally and in writing.


  • Ability to prioritize work to meet deadlines.
  • Consistently follows through on projects and issues.
  • Flexible, adaptable and responsive to change.
  • Ability to adequately respond to requests and demands in a timely manner.
  • Adept at modifying plans/strategies as needed to best meet the needs of those involved.


  • 15.03 – 16.00 per hour (plus $1.50 per hour rate differential if working 3rd shift)
  • Health, dental and vision coverage
  • Paid parental leave
  • Generous PTO and holiday pay
  • Life and AD&D insurance
  • Long-term disability
  • Employee Assistance Program
  • YWCA Retirement Fund
    • Automatic enrollment in the YWCA National Retirement Fund upon completion of two years of employment (1,000 hours or more worked per year). Employer contributes 5% and YWCA USA contributes 2% to contribute a total of 7% of gross pay.

YWCA Dayton Culture and Values
Empowering Women and Eliminating Racism
YWCA Dayton is part of the largest and oldest multicultural women’s organization in the world; we leverage that collective strength into a unified movement joined through the comprehensive mission of eliminating racism, empowering women, and promoting peace, justice, freedom, and dignity for all.

Founded in 1870, YWCA Dayton lives its mission and is a champion of women and girls in three key ways: direct service programming, community outreach and education, and advocacy and public policy support. Our core services are focused on preventing and responding to gender-based violence; supporting women’s economic empowerment; strengthening women and girls’ leadership development; and advocating for legislation and policies that promote racial and social justice for women and girls.

These include:

  • Emergency shelter and crisis support services for women and children fleeing domestic violence
  • Crisis and counseling services for survivors of sexual assault, human trafficking, and stalking
  • Affordable housing and life skills training for single women transitioning to independent living from homelessness or abuse
  • Housing assistance for women and children who have experienced domestic violence and families who are experiencing sudden homelessness
  • Girls LEAD!, an in-school, after-school, and summer camp empowerment and education program for girls 11-18

YWCA Dayton continues to be a touchstone, a stepping stone, or a resting stone for more than 100 women and children, every day. We are constantly working to ensure that the Miami Valley community will always have amidst its future, a place dedicated to empowering women and eliminating racism.

Need help? It starts with a call.

If you are in immediate need of assistance, call 911.

24/7 Crisis & Domestic Violence Hotline: 937-222-SAFE (7233)