Managing a caseload of crisis incidents, the full-time Community Crisis Investigator will assess incoming cases, drive effective response actions, and communicate with stakeholders while working remotely in a role that requires handling sensitive situations and systemic improvements.
Key responsibilities:
Assess incoming incidents to determine crisis implementation thresholds and draft comprehensive case summaries for decision-makers
Maintain proactive communication with stakeholders, providing updates on case status and drafting crisis communications for senior leadership
Identify and flag systemic issues related to policies or processes that failed community members, ensuring accurate case documentation and analytics
Required qualifications:
6+ years of experience in customer support or crisis management, including work with escalated and sensitive cases
Proven ability to collaborate effectively with cross-functional teams in a fast-paced environment
Strong organizational skills and a calm demeanor in stressful situations
Flexibility to work nights and weekends as needed
Experience in crisis line, victim advocacy, or emergency response is preferred
