Careers At The Crisis Center

Since 1972, the Crisis Center of Tampa Bay has been committed to bringing help, hope and healing to people facing serious life challenges. What we do and how we do it has changed dramatically over the years—and it will continue to evolve—but there is one thing that has never changed: the extraordinary dedication of Crisis Center volunteers, donors, and staff.

Performance Quality Improvement & Training Manager

Department: BLS
Location: Tampa, FL

Position Summary

The Crisis Center of Tampa Bay (Crisis Center) brings help, hope and healing to people facing serious life challenges or trauma resulting from sexual assault or abuse, domestic violence, financial distress, substance abuse, medical emergency, suicidal thoughts, emotional or situational problems. This position is responsible for working in conjunction with the Senior Director of TransCare and Organizational Development team to maintain the integrity of the organizationís Performance Quality Improvement (PQI), Quality Assurance (QA), Compliance and Contract measures in accordance with all federal and state laws, administrative code, operating procedures, other regulations and accreditation standards, while providing a high level of training and development to TransCare, our EMS division.

Strategic/Transformational Duties and Responsibilities

  • This position supports the mission of the Crisis Center by providing administrative oversight to the staff performing quality assurance, compliance, and training duties in the various service areas ensuring staff maintain annual goals compliance in line with the Crisis Centerís strategic plan.

Transactional/Administrative Duties and Responsibilities

  • Consults with the Crisis Centerís Transcare Operation team to enhance quality service delivery with a focus on training and development of employees at all levels of the department.
  • Assists in the development and ongoing review, revision and implementation of the Crisis Center PQI Plan.
  • Facilitates implementation of the organizationís annual PQI Plan and Training Plan, in accordance with all federal and state laws, administrative code, operating procedures, other regulations and accreditation standards.
  • Assists the agency Client Services, Administration and TransCare divisions with compilation of data and reporting at various levels, including but not limited to: weekly performance metrics, training accomplishments, contracted outcomes, special reviews, accreditation standards, satisfaction surveys, incident reports, consumer complaints/tracking.
  • Maintains expertise in PQI/QA management models as recommended by the Council on Accreditation (COA) and Commission on Accreditation of Ambulance Services (CAAS).
  • Responsible for development and ongoing evaluation/revision of a Field Training Officer training program for all qualified agency employees.
  • Provides support and staff development to new and existing employees through development, implementation and refresher training to Field Training Officers, assistant supervisors and supervisors, as assigned, to promote department performance standards, service goals, and service priorities for Transcare.
  • Develops, implements and manages projects as directed by the Senior Management team or Senior Director of TransCare.
  • Ensures annual needs assessment is conducted to gather data to incorporate into annual departmental plans in support of the CCTB strategic plan.
  • Participates in agency wide employee engagement activities.
  • Builds rapport with operation management / employees and demonstrates an ability to work within a diverse workforce seeking mutually benefitting outcomes.
  • Documents and clearly communicates project outcomes to leadership team.
  • Participates in relevant quality assurance/improvement meetings and activities for assigned departments.
  • Assists in policy, procedure and protocol development, as warranted.
  • Conducts special reviews on high risk cases, as warranted.
  • Participates in orientation and leads TransCare onboarding training and ongoing monthly employee development activities.
  • Provides routine performance reports of findings to Transcare Operation Management and Talent Management leadership.
  • Participates in special projects as assigned.
  • Maintains all certification and licenses needed to perform medical intervention training classes (CPR, etc.).
  • Performs such other duties as may be assigned by the supervisor.

Required Competencies

  • Cooperation/Teamwork - Works toward win/win solutions. Deals with conflict collaboratively. Discusses root causes underlying the problem. Develops effective working relationships.
  • Engaging Communication - Relates to people in an open, honest, sincere manner. Treats people with respect. Is friendly and approachable. Listens attentively to others. Communicates ideas clearly. Communicates appropriately with leadership and coworkers.
  • Customer Service (Internal & External) - Recognizes and attends to important details with accuracy and efficiency. Treats customers courteously. Responds to customer requests in a timely manner. Elicits feedback from customers to monitor their satisfaction. Considers both short and long-term interests of the customer in making service decisions. Proactively identifies customer needs. Takes responsibility to resolve customer complaints. Takes business or personal risks to serve customersí long-term interests. Creates strategies to help the organization serve customers more effectively.
  • Adaptability - Adapts readily to changes. Works effectively under stress. Needs minimal supervision. Comfortable working in a fast-paced environment. Is reliable, dependable and results-oriented. Maintains productivity and composure under pressure. Effectively prioritizes work and establishes clear goals and plans.
  • Problem Solving - Views problems as opportunities to create new solutions. Anticipates potential problems and analyzes alternative solutions.
  • Judgment - Gathers sufficient input before making decisions. Sees interrelatedness between issues. Considers alternative solutions. Makes appropriate and timely decisions.
  • Valuing & Fostering Diversity - Demonstrating respect for individual differences and establishing a climate where all people can be comfortable and productive through sensitivity, empathy, and acceptance of cultural, racial, mental health, and socio-economic diversity.
  • Self-Management - Taking of responsibility for oneís behavior and well-being; Working effectively under stress and adapting oneís style to changing situations; Comfortable working in a fast paced environment and needs minimal supervision; Exhibiting a professional demeanor.

Education and Experience

  • State of Florida Certification in Emergency Medical Services.
  • Licensed paramedic, nurse or related medical professional with related experience (mandatory).
  • Instructor Certification in EVOC, Infectious Control Officer, CPR, ACLS, ITLS, PALS, GEMS or other relevant coursework highly preferred.
  • Above average computer skills; including experience working in Microsoft Office environments is required.
  • Experience in working with an Information & Referral database; knowledge of national classification standards (CAAS) is a plus.
  • Complete all pre-service training requirements including Crisis Center Core Training within the first sixty days of employment.
  • Complete 30-hour refresher training requirements, prior to re-certification.

Knowledge, Skills and Abilities

  • Know and comply with the policies and procedures of the Agency.
  • Knowledge of state/national accreditation and certification standards of COA, AIRS, CAAS.
  • Knowledge of community resources.
  • Knowledge of the method of data collection and report writing.
  • Knowledge of Windows based computer operating system and basic software programs.
  • Ability to demonstrate commitment to customer service.
  • Ability to communicate effectively with others, verbally and in writing.
  • Ability to work well under stress.
  • Ability to create fact-based reports and present findings orally and in writing.
  • Knowledge of adult learning with the ability to present and train effectively.
  • Ability to problem solve and make decisions.
  • Ability to determine work priorities and ensure proper completion of work assignments.
  • Ability to establish and maintain effective working relationships with others.
  • Ability to work independently.
  • This position serves on the Crisis Center of Tampa Bayís Performance Quality Improvement Committee. Members of this committee need to have an understanding of (or ability to learn) the strategic implications and outcomes of services; appreciate the significance of stakeholders and providing the best possible service; have the ability to review data received across the organization; have the ability to brainstorm opportunities for improvement and change; and foster positive communication inside and outside of the team regarding the progress and outcomes.

Physical Demands/Working Conditions

Physical Requirement: Requires good hand-eye coordination, arm, and hand and finger dexterity, including ability to visual acuity to use a keyboard. Employee must be able to sit for long periods of time in an office environment. This position performs duties of more than average difficulty requiring reasonable initiative and independent judgment under general supervision.

Working Conditions: Duties are performed primarily in an office setting. The noise level is moderate.

Travel: Minimal; local travel may be necessary for assigned outreach events, training or special reviews.

Hours: Monday Ė Friday 8:00am Ė 5:00pm; however, hours may vary due to external meetings, events or trainings.

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