Substitute Residential Service Coordinator

Job Title: Substitute Residential Service Coordinator

Location: Frederick, MD

Organization: Heartly House, Inc.

Position Type: On\-Call/As Needed (Non\-Exempt, \# of hours vary)

Schedule: Must be available for daytime, evenings, weekends, holidays

Reports To: Residential Services Director

Benefits: Not Eligible for full benefits

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

Heartly House seeks a dedicated and compassionate Substitute Residential Services Coordinator to join our team. This role provides coverage support for full\-time and part\-time Coordinators during planned absences and unplanned absences as needed to ensure continuity of operations. Hours can range from 0\-35 per week. The coordinator provides direct support to survivors of intimate partner violence (IPV), sexual assault, child abuse, and human trafficking. The coordinator will ensure the safety, wellbeing, and empowerment of clients residing in our emergency shelter by delivering trauma\-informed care, crisis intervention, and wellness support.

Key Responsibilities

• Provide shelter coverage and direct services during assigned shifts (daytime, evening, weekend, holiday).
• Conduct client screening and assessments for program eligibility.
• Complete all necessary intake, admittance, and exit documentation.
• Coordinate with internal departments for coordination of care.
• Educate clients on the dynamics of abuse and provide support, safety planning, and resource referrals.
• Use empathy and active listening to foster a supportive environment.
• Apply de\-escalation techniques and grounding strategies for clients in crisis.
• Collaborate with clients to develop individualized safety plans.
• Perform Lethality Assessment Program (LAP) screenings and follow up.
• Enforce and uphold shelter policies and procedures.
• Maintain shelter security and safety protocols at all times.
• Support inventory management and distribution of food, supplies, and donations.
• Prepare shelter rooms for new clients by performing room turnover tasks, including sanitizing, restocking supplies, and setting up spaces to ensure a welcoming and safe environment.
• Monitor and maintain cleanliness and order throughout shelter common areas and client living spaces, reporting maintenance needs and ensuring compliance with health and safety standards.
• Facilitate weekly client house meetings to share important shelter updates, reinforce policies, build community, address concerns, and provide space for client feedback and support.
• Participate in regular team meetings and case consultations with the team.
• Assist with administrative functions and overall operations of the Department.
• Participate in all required staff meetings, training, and supervision.
• Ensure accurate and timely data entry and maintain proper documentation for reporting and grants.
• Always maintain client confidentiality and adhere to agency policies and trauma\-informed philosophies.
• Serve as a mandated reporter for suicide, homicide, and child abuse cases.
• Become a certified Application Assistant for Maryland’s Safe at Home Address Confidentiality Program.
• Complete other duties as assigned by the Crisis Services Director and/or Crisis Leadership Team.

Required Qualifications

• High School Diploma or equivalent.
• Dedicated to supporting survivors of IPV, sexual violence, child abuse, or human trafficking.
• Strength in challenging interactions.
• Excellent written, verbal, and interpersonal communication skills.
• Ability to maintain professionalism and empathy while working with diverse populations.
• Strong computer and technical proficiency across multiple systems, including Microsoft Office.
• Reliable transportation for travel between office locations and meetings.
• Maintains a high degree of professionalism, punctuality, and accountability.
• Demonstrates sound judgment, initiative, and crisis decision\-making.
• Ability to work independently and collaboratively in a fast\-paced environment.
• Strong judgment and initiative with effective problem\-solving skills.
• Strong organization and time management skills.

Preferred Qualifications

• Relevant professional experience or education in a related field.
• Knowledge of trauma\-informed care principles.
• Ability to communicate in more than one language.

Training \& Requirements

• Successful completion of all required Heartly House Learning Management System (LMS) training courses, and training protocols upon hire.
• Ongoing participation in continuing education and professional development.
• Compliance with all internal policies, procedures, and certification requirements as outlined by Heartly House and relevant authorities.

Heartly House offers a supportive work environment with opportunities for growth and professional development.

Pay: $24\.75 \- $25\.75 per hour

Application Question(s):

• Describe the hours that you are available to work using the following \- daytime, evening, weekend, overnight (9:30pm\-7:30am) holiday.
• This is an on\-call/part time position, ranging from 0\-35 hours per week. How many hours per week are you available for an on\-call/part time position?

Work Location: In person