Crisis Investigator

Job Summary

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