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.

First Responder Resource Coordinator

Department: Gateway Contact Center
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 primary responsibility of the First Responder Resource Coordinator is to manage an electronic resource directory of services specific to the First Responder population. This directory is regularly updated by the Resource Coordinator. First responders will have online access to these programs and services specific to the First Responder population. This position performs duties of more than average difficulty requiring reasonable initiative and independent judgment under general supervision. The First Responder Resource Coordinator will report to the Gateway Supervisor and in their absence, to the Program Manager.

Strategic/Transformational Duties and Responsibilities

  • Research community resources specific to the First Responder population.
  • Facilitate networking and partnerships with community-based agencies through outreach and advocacy to maximize use of existing services.

Transactional/Administrative Duties and Responsibilities

  • Train and assist all staff in the contact data collection and data entry process
  • Create and update monthly reports to various funding sources regarding the database and agency participation
  • Review and maintain a standardized profile, to include mandatory data elements for each organization that is part of the local community service delivery system or other geographic area covered by the call center
  • Complete a minimum of 48 hours of crisis intervention training within the first year of employment
  • Complete necessary documentation using approved format and communicate with counseling services regarding service accessibility
  • Communicate on a regular basis with service area staff and volunteers
  • Have knowledge and comply with the policies and procedures of the Agency
  • Expected to meet all contracted deliverables
  • Perform other duties as assigned by supervisor or manager.

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 innovative 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 GED and a familial or other emotional connection to a First Responder. The candidate must demonstrate resiliency through lived experiences.
        • Candidate will demonstrate experience in providing emotional support and concrete resources to First Responders or their families
        • Above average computer skills; including experience working in Microsoft Office environments is required.
  • The candidate will possess excellent organizational skills and the ability to manage multiple tasks in a fast-paced environment.
  • Comfort with diverse populations and flexibility
  • Complete department and agency training, as required in the Learning Management System (LMS).

Knowledge, Skills and Abilities

  • High level skills in all MS Office software and the ability to quickly establish proficiency in agency database systems
  • Know and comply with the policies and procedures of the Agency
  • Ability to quickly grasp the requirements of state/national accreditation and certification standards of AIRS, AAS, CONTACT USA, DCFSAMH and Tampa Bay Thrives.
  • Knowledge of crisis intervention and assessment skills
  • Knowledge of community resources
  • Knowledge of Window based computer operating system and basic software programs
  • Ability to demonstrate commitment to customer service
  • Ability to understand and apply applicable policies and procedures
  • Ability to utilize problem solving techniques
  • Ability to communicate effectively verbally and in writing
  • Ability to work independently
  • Ability to establish and maintain effective working relationships with others

Physical Demands/Working Conditions

The physical demands described here are representative of those that allow an employee to successfully perform the essential functions of this job. Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions the duties of this job. The employee is regularly required to sit and talk and is occasionally required to stand and walk. This position requires good hand-eye coordination, arm, and hand and finger dexterity, including ability to visual acuity to use keyboard. Work is performed indoors.

Working Conditions: Duties are performed primarily in an office setting. On occasion, it will require the use of a personal automobile to travel to meetings and could be exposed to changing weather. The noise level is moderate.

Travel: Moderate

Hours: Primarily M-F 8:00 to 5:00. However, there is potential for flexibility and remote work. The Crisis Center of Tampa Bay operates as a 24/7/365 service. Employees could be required to work during hurricanes and other times of disasters/critical incidents.

This job description is not intended to describe, in detail, the multitude of tasks that may be assigned but to give a general sense of the responsibilities and expectations of this position. As the nature of business demands change so, too, may the essential functions of this position.

*First Responder – Law Enforcement, any branch; Fire and Rescue, including volunteers; EMTs and Paramedics; staff working in 911 communications, all levels.

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