THE MOST REWARDING JOB IN TAMPA

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.


Manager of Client Experience

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 Manager of Trauma Support Services is responsible for creating and supervising a seamless, client focused, high quality model of crisis intervention and care coordination, for those affected by trauma or victimization, to assist in eliminating barriers in the healing process. The Manager provides leadership, training and supervision to Care Coordinators and Client Experience Representatives. This position develops community relationships and provides outreach to increase service delivery. The Manager will focus on all aspects of customer satisfaction and care.  This position is a supervisory position and is responsible for ensuring a culture that fosters positive relationships with our clients. This position performs a variety of complex tasks requiring creativity and latitude.  The Manager of Client Experience reports to the Clinical Director of Corbett Trauma Center, and in his/her absence, to the Sr. Director of Corbett Trauma Center.      
 
Strategic/Transformational Duties and Responsibilities
• Identify and develop relationships with community service providers and systems to promote Corbett Trauma Center services.
• Develop and supervise Care Coordinators and Client Representatives to provide a seamless delivery of crisis intervention and counseling to clients.
• Monitor key performance metrics and protocols that are outcome driven.
• Maintain relationships with funding sources.
• Maintain professional and technical knowledge by tracking emerging trends in client experience and care coordination in a trauma informed system of care; attend educational workshops; review professional publications; establish personal networks; benchmark state–of-the-art practices; participate in professional societies.
• Participate in the performance quality improvement (PQI) process, and uses data to improve services and outcomes.
 
Transactional/Administrative Duties and Responsibilities
• Coordinate community partnerships and collaborations to strengthen Corbett Trauma Center Services to marginalized populations in Hillsborough County.
• Train, develop and oversee the Care Coordination Program for advocacy and counseling clients.
• Maintain Certified Rape Crisis Center Accreditation Standard.
• Maintain and develop relationships with community service providers and systems.
• Participate in community awareness activities.
• Improve service delivery within the overall structure of the Corbett Trauma Center and the Crisis Center.
• Oversee internal systems of operation.
• Responsible for data collection and reporting for funding sources.
• Responsible for ensuring client cases are documented in a timely manner following protocol.
• Assist in coordination of clinical and advocacy services.
• Represent the Agency at appropriate meetings or task forces.
• Assist with training programs related to issues of sexual abuse and assault.
• Meet all contracted deliverables.
• Other duties as appropriate.
 
Supervisor Responsibilities
• Directly supervises employees. Performs supervisory responsibilities by managing and allocating employee resources in accordance with company policies, applicable laws and company initiatives/goals. Responsibilities include interviewing, hiring, training and developing employees; planning, assigning, and directing work (including scheduling); appraising performance; rewarding, coaching and disciplining employees; addressing complaints and resolving problems.  Acts as a change agent, and develops a high-performing team in the spirit of exceptional service to all internal and external partners.
 
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
• Bachelor’s degree in Human Services or related field.
• Five years of experience in advocacy, social work or a related field.
• Two years of supervisory or management experience.
• Excellent computer skills, familiarity with relational databases, windows based software and telephone systems.
• Strong leadership and problem solving skills.
• Proficiency in verbal and written communication. 
• Ability to work independently and as a team member is required. 
• Comfort with diversity and a fast paced environment is also preferred.
• Must possess reliable transportation and a valid Florida Driver’s license.
• Complete Advocacy Core Training as required by FCASV or within the first six months of employment
Knowledge, Skills and Abilities:
• Knowledge of issues of sexual abuse victims.
• Knowledge of crisis intervention.
• Knowledge of community resources.
• Knowledge of supervisor principles and practices.
• Ability to advocate for the rights of victims in a high stress situation.
• Ability to collect and evaluate data.
• Ability to communicate effectively verbally and in writing.
• Ability to prepare reports relating to clients.
• Ability to supervise.
• Ability to establish and maintain effective working relationships with others.
• Ability to problem solve.
• Ability to organize and prioritize work.
• Skill in counseling others in attaining self-sufficiency.
• Skill in the application of crisis intervention techniques.
• Skill in operating Window base computer operating programs.
• Knowledge of and comply with HIPPA regulations.
• Have knowledge of and comply with the policies and procedures of the Agency.
 
Physical Demands/Working Conditions
Physical Requirement: Must have ability to lift and carry up to 25 lbs. Employee must be at to see, sit, climb or balance, hear, use hands, taste/smell, stoop, kneel, crouch, crawl, stand, walk, talk, and reach with hands and arms. This position performs duties of more than average difficulty requiring the exercise of considerable initiative and independent judgment under general direction. 
 
Working Conditions: Duties are performed primarily in an office setting. On occasion will require the use of personal automobile to travel to meetings and could be exposed to changing weather.  The noise level is quiet.
 
Travel: Minimal
 
Hours: Monday – Friday 8:00am – 5:00pm, with occasional evening and/or weekend hours to support operations.

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