Company Overview
The YWCA of Richmond is dedicated to serving at-risk children through comprehensive early childhood education and supporting victims of domestic violence and sexual assault with rescue, recovery, and life-rebuilding programs. Our mission is to foster emotional, social, and economic stability within our community by protecting the vulnerable and promoting diversity and equality.
Position Summary
The Crisis Services Director is a member of the YWCA Leadership Team and provides strategic leadership, operational oversight, and administrative management for all Intimate Partner Violence Crisis Services, including the Emergency Shelter Program, EmpowerNet Regional Crisis Hotline, and Crisis Response/On-Call Services.
The Director ensures the delivery of high-quality, trauma-informed, survivor-centered, culturally responsive services that prioritize survivor safety, empowerment, and access to resources. This position is responsible for the overall effectiveness of crisis intervention services, emergency shelter operations, staff leadership, fiscal stewardship, grant compliance, quality assurance, and continuous program improvement.
The Director collaborates with community partners, government agencies, funders, law enforcement, healthcare providers, and regional coalitions to strengthen crisis response systems, improve survivor outcomes, and advance YWCA's mission of eliminating racism and empowering women.
Essential Functions
Leadership and Program Administration
- Provide strategic leadership and oversight for all Crisis Services programs, including emergency shelter, hotline services, crisis intervention, and on-call response systems.
- Ensure programs operate in accordance with trauma-informed, survivor-centered, culturally responsive, and equity-focused practices.
- Develop, implement, and evaluate departmental goals, strategic initiatives, policies, and annual work plans.
- Monitor community trends, emerging needs, and best practices in domestic violence, sexual violence, homelessness, victim advocacy, and crisis intervention to inform program development and service enhancements.
- Foster a culture of excellence, accountability, innovation, and continuous quality improvement throughout Crisis Services.
Crisis Response and Shelter Oversight
- Ensure the effective operation of a 24-hour emergency shelter and regional crisis hotline serving survivors of domestic and sexual violence.
- Oversee policies and procedures related to shelter safety, emergency preparedness, crisis intervention, risk management, and resident support services.
- Monitor shelter utilization, hotline performance, response times, service accessibility, and survivor outcomes.
- Ensure crisis response services are coordinated across internal programs and community partners to support survivor safety and continuity of care.
- Provide leadership and guidance during critical incidents, emergencies, and high-risk situations.
Staff Leadership and Development
- Provide direct supervision to the Emergency Shelter Manager, Shelter Case Manager, Hotline Specialists, and Crisis On-Call personnel.
- Recruit, hire, train, mentor, and evaluate staff to ensure high-quality service delivery and professional growth.
- Ensure staff and volunteers receive ongoing training in trauma-informed care, crisis intervention, safety planning, de-escalation, cultural responsiveness, and victim advocacy.
- Facilitate department meetings, case consultation, and interdisciplinary collaboration.
Fiscal and Grant Management
- Oversee departmental budgets, grant expenditures, operational expenses, and victim assistance resources.
- Ensure compliance with all grant requirements, deliverables, and reporting expectations.
- Collaborate with organizational leadership on grant proposals, renewals, program reporting, and funding opportunities.
- Maintain strong financial controls and accountability systems that support responsible stewardship of resources.
Compliance, Data, and Quality Assurance
- Ensure compliance with all applicable federal, state, local, accreditation, and funder requirements.
- Oversee the collection, analysis, and reporting of service utilization, demographic, financial, and outcome data.
- Implement quality assurance and program evaluation processes to assess effectiveness and strengthen service delivery.
- Utilize data to identify trends, improve performance, and support strategic decision-making.
Community Engagement and Systems Collaboration
- Represent YWCA in community partnerships, regional collaborations, coordinated response teams, and stakeholder groups, including the Greater Richmond Regional Collaborative.
- Build and maintain strong working relationships with victim service providers, housing organizations, healthcare systems, law enforcement agencies, emergency responders, and government partners.
- Advocate for survivor-centered policies and practices that improve access to crisis intervention and emergency shelter services.
- Promote community awareness of domestic and sexual violence and available support resources.
Organizational Leadership
- Serve as an active member of the Leadership Team and contribute to organizational planning, policy development, and strategic decision-making.
- Collaborate across departments to ensure seamless service delivery and coordinated support for survivors.
- Identify opportunities for program growth, innovation, sustainability, and systems-level impact.
On-Call Responsibilities
- Participate in a rotating leadership on-call schedule and provide consultation and support during emergencies, critical incidents, and after-hours situations.
Supervisory Responsibilities
Provides direct supervision to the Emergency Shelter Manager, Shelter Case Manager, Hotline Specialists, Crisis On-Call personnel, volunteers, interns, and other assigned staff. Responsibilities include recruitment, hiring, onboarding, training, scheduling, performance management, coaching, employee development, disciplinary action, and conflict resolution.
Qualifications
Education
- Master's degree in Social Work, Public Health, Human Services, Counseling, Nonprofit Management, Psychology, Criminal Justice, or a related field preferred.
Experience
- Minimum of five (5) years of progressively responsible leadership experience managing human services, victim services, crisis intervention, emergency shelter, behavioral health, housing, or related programs.
- Minimum of three (3) years of direct service experience working with survivors, vulnerable populations, or individuals experiencing crisis situations.
- Experience supervising multidisciplinary teams and managing 24/7 operations preferred.
- Experience overseeing residential facilities, emergency shelter programs, crisis hotlines, or victim service programs strongly preferred.
- Experience managing grants, budgets, program evaluation, and performance outcomes required.
- Experience working with survivors of domestic violence, sexual violence, stalking, or human trafficking strongly preferred.
- Completion of Virginia state-mandated domestic and sexual violence training, or ability to complete training within an established timeframe.
Knowledge, Skills, and Abilities
- Demonstrated commitment to trauma-informed, survivor-centered, culturally responsive, and equity-focused practices.
- Strong leadership, strategic planning, organizational development, and change management skills.
- Knowledge of domestic violence dynamics, sexual violence, crisis intervention, safety planning, shelter operations, and victim advocacy best practices.
- Proven ability to lead teams in high-pressure, crisis-oriented environments.
- Experience managing multiple programs, funding streams, and operational priorities.
- Strong understanding of grant management, budget oversight, and fiscal accountability.
- Knowledge of program evaluation methodologies, quality assurance processes, and outcome measurement.
- Excellent written, verbal, interpersonal, and presentation skills.
- Ability to exercise sound judgment, maintain confidentiality, and effectively manage critical incidents and complex situations.
- Successful completion of criminal background and Child Protective Services background.
For more information on YWCA Richmond, please visit: www.ywcarichmond.org.
For more information on careers at YWCA Richmond, please visit: https://ywcarichmond.org/careers/
Staff demonstrates their understanding of the critical role volunteers play in helping YWCA achieve our mission by providing volunteers the resources and training needed to be successful, offering meaningful experiences, treating them with respect, and clearly communicating needs and impact of their contribution to the work of the organization.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. The incumbent is expected to perform other duties necessary for the effective operation of the department.
YWCA Richmond is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable law.
As a drug-free workplace, we require all employees to pass a pre-employment drug test and adhere to our strict policy prohibiting the use, possession, or distribution of illegal substances while on company premises or conducting company business.
Pay: $70,000.00 - $80,000.00 per year
Benefits:
- 403(b)
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Retirement plan
- Vision insurance
Application Question(s):
- Do you have experience managing 24/7 operations?
Experience:
- Supervising: 5 years (Required)
- Direct Service : 3 years (Required)
Work Location: In person
