Emergency Services Support Staff (Overnight Crisis Response)

BACKGROUND

REST exists to expand pathways to freedom, safety and hope in order to end sex trafficking. REST offers programs that are centered on the strengths, needs, and individual choices of each survivor we serve. We offer a continuum of care that includes outreach, a 24/7 hotline, community advocates, emergency shelter, and housing services. We are inspired by our faith as a Christian organization, are dedicated to serving people of all faith backgrounds, and do not require faith engagement. Our culture is influenced by our values of belonging, honor, trustworthiness, and tenacity.

All applicants for positions at REST are considered for employment without attention to race, color, sexual orientation, national origin, veteran status or disability status. This position is open to cisgender and transgender females as the primary work location is for women only. As a Christian organization, this position works in harmony with the organization’s statement of faith and supports the spiritual health of the organization.

ROLE SUMMARY

The Emergency Services Support Staff (Overnight Crisis Response) is a member of REST’s Emergency Services team and reports directly to the Crisis Support Supervisor. This position provides overnight coverage within the Emergency Receiving Center (ERC), supports the 24/7 hotline, and responds to emergent safety needs of adult women who have experienced sex trafficking or involvement in the sex trade.

This role serves as an on-call overnight crisis responder for survivors fleeing harmful or life-threatening situations. Responsibilities include answering and triaging hotline calls, conducting immediate safety planning, coordinating emergency shelter placements, and facilitating intake into crisis and safety beds. Staff must demonstrate advanced risk assessment skills, sound judgment, and the ability to respond calmly in high-pressure situations.

All Emergency Services team members work cohesively under the leadership of the Crisis Support Supervisor to ensure 24-hour continuity of care, uphold safety protocols, and provide trauma-informed, survivor-centered services within REST’s continuum of care.

ROLE COMPETENCIES

Services and Skills: The Emergency Services Support Staff (Overnight Crisis Response) demonstrates thorough crisis intervention and hotline response skills, including de-escalation, safety planning, emotional regulation support, and strengths-based engagement. Provides a high-quality, trauma-informed experience for shelter guests and hotline callers by responding calmly, assessing risk appropriately, and addressing immediate needs with clarity and care.

Empathy and Compassion: The Emergency Services Support Staff (Overnight Crisis Response) exhibits patience, active listening, and genuine concern for the well-being of guests and callers. Engages survivors from a place of dignity, respect, and non-judgment while maintaining professional boundaries.

Cultural Competence: The Emergency Services Support Staff (Overnight Crisis Response) practices cultural humility and demonstrates awareness of diverse identities, backgrounds, and lived experiences. Provides culturally responsive, inclusive care that affirms guests’ strengths, culture, and self-identified goals.

Collaboration and Communication Skills: The Emergency Services Support Staff (Overnight Crisis Response) communicates clearly and professionally in both verbal and written formats. Collaborates effectively with ERC team members, supervisors, healthcare providers, outreach partners, and community stakeholders to ensure coordinated and comprehensive care

Culture Carrier: The Emergency Services Support Staff (Overnight Crisis Response) is a “culture carrier,” meaning that the support staff models our values, and ensures that their work and conduct reflects our values of Belonging, Trustworthiness, Tenacity, and Honor. Support staff also work in harmony with the REST statement of faith and nurture the spiritual health of the team.

Problem-Solving Skills: The Emergency Services Support Staff (Overnight Crisis Response) should have the capability to identify problems, analyze situations, and develop creative solutions to address guests’ needs and challenges in a timely manner.

Resource Management: The Emergency Services Support Staff (Overnight Crisis Response) demonstrates ability to identify, maintain, and access community resources including emergency housing, behavioral health services, financial assistance, food access, and medical care. Supports accurate referrals and maintains awareness of updated resource databases.

Ethical Practice: The Emergency Services Support Staff (Overnight Crisis Response) adheres to confidentiality standards, informed consent practices, mandated reporting requirements, and professional boundaries. Maintains integrity and accountability in all interactions and documentation.

Technological Proficiency & Documentation: The Emergency Services Support Staff (Overnight Crisis Response) maintains accurate, timely, and organized documentation including case notes, hotline records, incident reports, and database entries. Demonstrates proficiency in Microsoft Office, Excel, Google Workspace, Apple products, and other web-based systems utilized by REST.

Time Management Flexibility and Adaptability: The Emergency Services Support Staff (Overnight Crisis Response) effectively prioritizes tasks during overnight shifts while maintaining facility safety and responsiveness to crises. Adapts to changing guest needs, emergency situations, and organizational priorities in a fast-paced environment.

RESPONSIBILITIES

Crisis Response & Hotline

• Provide experienced crisis hotline response, including de-escalation, safety planning, crisis intervention, follow-up support, and resource referrals
• Serve as on-call responder for survivors fleeing harmful situations
• Coordinate emergency arrivals and complete overnight intakes into crisis and safety beds
• Provide trauma-informed, strengths-based emotional support consistent with REST policies
• Maintain accurate and timely documentation of hotline calls, case notes, and incident reports

Shelter Operations (ERC)

• Maintain consistent overnight presence, providing supervision, facility oversight, and security
• Provide crisis intervention and direct guest support within the ERC
• Provide crisis intervention and guest support with ERC guest
• Offer culturally responsive care that honors guests’ strengths, identities, and lived experiences
• Provide warmth, inspiration, and caring accountability to support guests in reaching self-identified goals
• Assist guests in accessing local and national services aligned with their strengths, needs, and culture
• Conduct daily program operations as directed, including database entry, administrative tasks, and facility safety responsibilities

Outreach

• Participate in weekly late-night outreach to distribute resources and share REST’s hotline information
• Collaborate with ERC team members and external partners to maintain an updated resource database (housing, mental health, food access, emergency services, etc.)
• Support seamless referrals into REST programs and community services

Collaboration

• Collaborate with ERC team to ensure comprehensive, coordinated care for guests
• Utilize trauma-informed preventive care and de-escalation tools
• Cultivate an inclusive, safe environment that welcomes all cultures and perspectives
• Participate in required Emergency Services and agency-wide meetings and trainings
• Maintain organized, current case files and documentation in compliance with policy
• Other duties as assigned

QUALIFICATIONS

Required

• Minimum 1–2 years of experience in crisis intervention, shelter services, outreach, or related human services field
• Ability to work independently and make sound decisions during overnight shifts
• Advanced documentation and organizational skills
• Valid driver’s license and ability to travel locally for outreach

Preferred

• Demonstrated experience with crisis hotline response and de-escalation
• Knowledge of trauma-informed and culturally responsive care practices

SCHEDULE

Part-time 29 hours a week overnight position, typically 10pm-6am. This position works in a 24-hour/7-day-a-week shelter, so occasional holidays may be required.

COMPENSATION

The compensation amount for this position is up to $28 an hour.

LOCATION

REST’s office is located in South Seattle.

BENEFITS

Part-Time benefits (working less than 32 hours/week): include accrued safe and sick time based on the hours worked, one paid mental health hour each week, and a 403b retirement plan.

JOB CONDITIONS

This position encounters a variety of daily work situations, including complex situations that require immediate attention and decision-making. There may be both routine and complex interpersonal interactions to navigate with care and thoughtfulness. Processes may change based on changing needs of the organization, new technology, or new ideas for efficiency. Position operates as part of a team and engages in on-site work that may require weather advisory shifts, time spent sitting, standing, walking up and down stairs, driving, transporting items. Position works under occasional time constraints to meet objectives, and performs computer work, including using a keyboard, looking at a screen, using the internet, email, phone, and video conferencing.