Job Title:

Substitute Service Coordinator Location:

Frederick, MD Organization:

Heartly House, Inc.

Position Type:

As Needed (Non-Exempt, 0-35 hours/week)

Schedule:

Daytime, evenings, overnights, weekends, holidays

Reports To:

Crisis Services Director, Residential Services Director Benefits:

Not Eligible Pay Range:

$25.50-$26.50 per hour About Heartly House Heartly House has served the Frederick County community for over 40 years, providing comprehensive services to survivors of intimate partner violence, sexual violence, child abuse, and human trafficking. Our programs are rooted in trauma-informed, client-centered care with a mission to end abuse and empower survivors through prevention, intervention, and advocacy. Position Summary The Substitute Service Coordinator provides direct support, crisis intervention, advocacy, safety planning, and resource connection to survivors of intimate partner violence, sexual violence, child abuse, and human trafficking. This role supports both the Crisis Services and Residential Services Departments by providing coverage during planned and unplanned staff absences to ensure continuity of services and operations. This essential client-facing position may provide support through the 24-hour crisis hotline, in-person and virtual appointments, and emergency shelter operations. The position requires flexibility, strong crisis intervention skills, sound judgment, and a commitment to trauma-informed, survivor-centered care. Key Responsibilities Provide direct client services, crisis intervention, advocacy, emotional support, and resource coordination to survivors of intimate partner violence, sexual violence, child abuse, and human trafficking. Respond to crisis hotline calls and provide in-person and virtual support services, assessments, and interventions. Conduct client screenings, eligibility reviews, crisis assessments, and intake, admittance, transfer, and exit processes as needed. Collaborate with clients to identify immediate and long-term needs, develop individualized safety plans, and access appropriate resources and services. Apply trauma-informed care principles, de-escalation techniques, and grounding strategies when supporting individuals experiencing crisis or emotional distress. Conduct Lethality Assessment Program (LAP) screenings, danger assessments, and related follow-up activities. Connect clients with Heartly House programs and community resources, including housing, healthcare, mental health, legal services, victim services, and other supportive resources. Coordinate care with internal departments and maintain positive working relationships with community partners, including law enforcement, hospitals, schools, the Department of Juvenile Services, and social service agencies. Provide shelter coverage during assigned shifts and maintain a safe, supportive, and trauma-informed residential environment. Enforce shelter policies and procedures and maintain shelter security, safety, and emergency response protocols. Monitor shelter common areas and living spaces to ensure cleanliness, safety, and compliance with health and safety standards. Support shelter operations by managing and distributing food, household supplies, donations, and other client resources. Complete room turnover activities, including cleaning, sanitizing, restocking supplies, and preparing rooms for new residents. Facilitate client education regarding the dynamics of abuse, available services, and community resources. Maintain strict client confidentiality and comply with all agency policies, procedures, and ethical standards. Serve as a mandated reporter for child abuse, suicide, homicide, and other reportable concerns. Complete accurate, timely, and thorough documentation, data entry, and reporting requirements. Participate in supervision, staff meetings, case consultations, trainings, and professional development activities. Support departmental projects, agency initiatives, and quality improvement efforts. Demonstrate professionalism, empathy, cultural responsiveness, and sound judgment when interacting with clients, colleagues, and community partners. Complete other duties as assigned by leadership. Required Qualifications High School Diploma or equivalent required; degree in a related field or equivalent human services experience. Commitment to supporting survivors of intimate partner violence, sexual violence, child abuse, and human trafficking. Demonstrated ability to manage challenging situations with professionalism and compassion. Knowledge of trauma-informed care principles. Excellent verbal, written, and interpersonal communication skills. Ability to establish rapport and maintain professional boundaries with diverse populations. Strong computer proficiency, including Microsoft Office and the ability to navigate multiple systems simultaneously. Ability to respond effectively during emergency situations and navigate shelter facilities as needed. Ability to work independently and collaboratively in a fast-paced environment. Strong organizational, time management, problem-solving, and decision-making skills. Demonstrated reliability, accountability, initiative, and sound judgment. Availability to work flexible schedules, including days, evenings, overnights, weekends, and holidays. Reliable transportation for travel between office locations, meetings, and program sites. Preferred Qualifications Associate's or Bachelor's degree in Social Work, Psychology, Human Services, Criminal Justice, Counseling, or related field. Prior experience with intimate partner violence, sexual violence, child abuse, human trafficking, shelter services, crisis intervention, safety planning, or victim advocacy. Familiarity with SharePoint and Microsoft 365 applications. Bilingual or multilingual communication skills. Physical Requirements Ability to sit, stand, walk, and move throughout office and shelter environments for extended periods. Ability to use a computer and other office equipment for prolonged periods. Ability to occasionally lift and carry supplies, donations, or materials up to 40 pounds. Training & Requirements Successful completion of all required Heartly House Learning Management System (LMS) trainings and onboarding requirements upon hire. Ongoing participation in continuing education, supervision, and professional development. Successful completion of program-specific certifications and required training protocols, including Safe at Home Application Assistant certification. Compliance with all internal policies, procedures, and certification requirements as outlined by Heartly House and relevant authorities. Benefits Heartly House offers a supportive work environment with opportunities for growth and professional development.

Benefits may include:

Ongoing training and certification support Meaningful, mission-driven work that makes a difference in the community

Pay:

$25.50 - $26.50 per hour Expected hours: 1.0 - 35.0 per week Application Question(s): List which shifts you are available for, including: daytime, evening, overnight, weekend. How many years of experience do you have working in a human service setting? This is a substitute position, so the number of hours per week vary from 0-35. How many hours are you available to work per week?

Work Location:

In person