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.

Service Navigator/Receptionist - Bilingual Preferred

Department: Counseling
Location: Tampa, FL

Position Summary

The Crisis Center of Tampa Bay 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. The Service Navigator is the first contact for clients and guests that visit or call the Crisis Center of Tampa Bay. This position reports to the Manager of Client Experience and in his or her absence, the Clinical Director of Corbett Trauma Center.

Strategic/Transformational Duties and Responsibilities

  • This position requires routine work answering and transferring calls as appropriate, and assisting with routine Crisis Center clerical duties as needed. Greets all victims in need of services and visitors, guiding them to the appropriate service area of the Crisis Center and provides a trauma informed response to trauma survivors/victims.
  • This position vets new referral sources for Corbett Trauma Center by documenting the type of services the new referral provides, the population served, location, etc. and then ensuring this information is available to Corbett Trauma Center while inquiring if the new resource would like to be included in the Gateway database

Transactional/Administrative Duties and Responsibilities

  • Answer calls by the third ring in a courteous and efficient manner, routes incoming calls to appropriate persons or offices or takes messages.
  • Ensures main entrance of building is secured throughout and at the end of day.
  • Greets victims in need of services and directs them to desired location or notifies appropriate staff.
  • Greets visitors, determines the purpose of their visit, directs them to desired location or notifies appropriate staff.
  • Perform clerical tasks such as typing correspondence, putting informational packets together and assist with special projects as needed.
  • Responsible for updating and maintaining a system of resources.
  • Assists with the request for client records from CRM (record storage) and ensures records are properly labeled for storage.
  • Responsible for accepting all deliveries. Matches all deliveries to original purchase order and verifying and enduring order is correct.
  • Notify appropriate staff of emergencies and other important matters by way of their cell phones during their absences.
  • Attend paraprofessional crisis intervention training classes as assigned.
  • Perform such other duties as may be assigned by the supervisor.
  • Follow procedures and assist with writing and updating procedures as directed.
  • Communicate with community resources to understand community programs.
  • Maintain up to date resource guide for Corbett while referring to vetting services of Gateway.

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 customers’ 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 one’s behavior and well-being; Working effectively under stress and adapting one’s style to changing situations; Comfortable working in a fast-paced environment and needs minimal supervision; Exhibiting a professional demeanor.

Education and Experience

  • High school diploma or possession of a GED Certificate.
  • Six months experience with a similar type of switchboard desirable, but not required.
  • Bi-lingual (Spanish) helpful but not required.
  • Computer literate.
  • Requires ability to operate telephone system.
  • Windows based computer system (including Word and Outlook software),
  • Ability to use postage machine.
  • Requires good manual dexterity and the ability to determine the needs of the calling parties with speed and clarity.

Knowledge, Skills and Abilities

  • Bilingual in Spanish, preferred. 
  • Knowledge of general office policies, practices, and procedures.
  • Knowledge of community resources.
  • Ability to operate telephone switchboard equipment.
  • Ability to locate offices or individuals promptly.
  • Ability to follow oral and written instructions.
  • Ability to follow established procedures.
  • Ability to work effectively with others.
  • Ability to answer the telephone efficiently, clearly and courteously.
  • Ability to tactfully deal with the public, including irate callers/visitors.
  • Skill in operation of a word processing program on a personal computer.

Physical Demands/Working Conditions

Physical Requirement: The position requires good hand-eye coordination, arm, and hand and finger dexterity, including ability to visual acuity to use a keyboard. Must be able to sit for long periods of time.

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

Travel: None

Hours: M 7:30am-5pm; T 7:30-4:30pm; W 7:30-4pm; Th 7:30-4:30pm; F 7:30-5pm

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