Dec 01, 2021

Director of Community Response

  • On-Ramps
  • Baltimore, MD, USA
Full-Time Programs

Job Description


House of Ruth Maryland leads the fight to end violence against women and their children by confronting the attitudes, behaviors and systems that perpetuate it, and by providing victims with the services necessary to rebuild their lives safely and free of fear.

House of Ruth Maryland was founded in May of 1977 by a coalition of women's organizations, religious groups, service providers, and elected officials to provide a safe haven for victims of domestic violence and their children. In November of 1977, they opened Baltimore's first crisis shelter for these victims in a row house on North Calvert Street. In November 1998, a new 84-bed shelter and 6 apartment transitional housing, featuring expanded services and programs, opened.

Today, House of Ruth Maryland is recognized as one of the nation's most comprehensive domestic violence centers and has a staff of more than ninety. In addition to their shelter programs, they host an 24/7 domestic violence and abuse hotline, a legal clinic, therapeutic services, victim support initiatives (eg. Ruth's Closet and Ruth's Repeats) and will be expanding their hotline to serve survivors of sexual assault.


The Director of Community Response is responsible for ensuring that contact with House of Ruth Maryland (HRM) is welcoming, supportive, informative, and focused on safety, and that all requests for information or support are responded to with the full extent of the agency's capability.

This person will lead program strategy and design for the Contact Center, with an eye towards scaling its impact and expanding services offerings to include support for survivors of Sexual Assault. They will set the direction and goals for all activities of the Contact Center, which includes the 24 hour hotline and chatline; survivor outreach through the Lethality Assessment Project and survivor follow up services; and accompaniment services provided to individuals who have experienced sexual violence and would like support accessing medical and other community services. The person will ensure that strategies and processes are aligned with the agency's mission.

The Contact Center is the agency's hub for information regarding community resources, both for staff and for people who call us for assistance. The position requires strong relationships and regular communication with partners, private and government resources, and community leaders, as well as staff members throughout the agency.

The Director of Community Response will ensure that:

  • Staff members are functioning at high levels of competency
  • Staff members speak confidently about the mission of HRM, and how the work of the Contact Center supports it
  • Established goals and quality measures are consistently met
  • Department operates within an approved budget
  • Every staff member has weekly face-to-face time with their supervisor. Individual time is at least every other week, which then must be supplemented by group/team meetings conducted by the supervisor the alternating week
  • Relationships with colleagues and with the community are collaborative and produce tangible results
  • The reputation of the Contact Center, both within the agency and in the community, is that it is highly responsive, helpful, and a partner in problem solving

Reporting to the Executive Director, the Director of Community Response will manage a team of roughly fifteen. Responsibilities include, but are not limited to:

Program Strategy and Management

  • Develop and implement the strategic vision, program policies, goals, and objectives for the Contact Center in partnership with the Executive Director; aligning all activities with HRM's strategic plan
  • In partnership with the Executive Director, determine and design the appropriate departmental structure to meet short- and long-term goals and priorities as HRM scales its impact, with a focus on survivors of sexual assault
  • Monitor trends in Contact Center activities and program quality, and anticipate how external events might affect those patterns
  • Partner with senior leadership to develop the Contact Center's annual budget, practice, and policies; manage expenses to remain within the approved budget and inform Executive Director on significant investments and expenses
  • Collaborate with the development team to secure funding opportunities; Supports funding requests, and ensures compliance with terms of funding agreements

Team Management

  • Oversee staff development efforts including the creation of tools, trainings and resources, ensuring that contact center staff are effectively trained to implement evidence-based crisis intervention, with a focus on developing staff capacity to address sexual assault
  • Develop and foster an inclusive and equitable culture throughout the department, one that is aligned with HRM's core values and that inspires staff to achieve goals and meet outcomes
  • Facilitate weekly team and/or one-on-one meetings with direct reports; provide feedback and direction to support staff goals
  • Lead staff management activities (hiring, performance management promotion, performance improvement plans, professional development plans)

Stakeholder Management and Partnership Building

  • Develop and manage strategic relationships with key partners (community leaders, funding partners, legal advocates, policy makers, direct service providers, etc.) to create opportunities for collaboration and information sharing
  • Establish productive relationships across the agency, at all levels, to understand needs and to share information
  • Represent HRM on local and statewide coalitions, committees, and boards and provide professional presentations for educational and marketing purposes.
  • Represent and speak on behalf of the agency with community members and the media

Hiring Organization

House of Ruth


The ideal candidate will possess the following qualifications:

  • 10+ years of experience in crisis intervention programs; with knowledge of sexual violence, intimate partner violence, trauma (acute, chronic, complex, and vicarious)
  • Demonstrated success in growing an program, including adding resources and programs in response to community needs
  • Proven track record managing a diverse workforce, with a focus on developing staff members professionally
  • Experience managing a hotline, call center, or other organization that responds 24/7 to the public is preferred
  • Demonstrated success in consistently meeting stretch goals, solving problems and addressing challenges as they arise
  • Successful experience with building community relationships with a wide range of stakeholders
  • A strong desire to be part of making a change in our community and a sensitivity to the impact of trauma on both the people HRM serves, and the staff members who support them

The position is based in Baltimore, MD. Please note that HRM staff are currently working remotely during the COVID-19 pandemic.

Industry/Service Area

Advocacy/Social Action, Human Services




Salary and benefits will be competitive and commensurate with experience.

Application Instructions


House of Ruth Maryland is an equal opportunity employer. They will not discriminate and will
take affirmative action measures to ensure against discrimination in employment, recruitment,
advertisements for employment, compensation, termination, upgrading, promotions, and other
conditions of employment against any employee or job applicant on the bases of race, color,
gender, national origin, age, religion, creed, disability, veteran’s status, sexual orientation,
gender identity or gender expression. AA/EOE

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