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 and Quality Improvement Coordinator

Department: Organizational Performance
Location: Tampa, FL

Position Details

Job Status: Full Time, Exempt

Reports to: Director of Operational Performance

Department: Operational Performance

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.

In conjunction with the Senior Management Team (SMT) and senior leadership, this position is responsible for working with the organization’s leadership to maintain the integrity of the Performance Quality Improvement (PQI), Quality Assurance (QA), and contract measures in accordance with all federal and state laws, administrative code, operating procedures, other regulatory, and accreditation standards.

This position supports the Crisis Center's mission by implementing progressive organizational development strategies that help the organization be a high-performing organization for the community it serves while maintaining the integrity of its Performance Quality Improvement (PQI), Quality Assurance (QA), compliance, and contract measures. The PQI Coordinator provides agency-wide technical support to the staff performing quality assurance, compliance, and training duties.

The PQI Coordinator conducts ongoing program monitoring of subcontractors providing services within the Veterans and First Responder programs. The position answers to the Director of Operational Performance and in their absence, the VP of Client Services.

Strategic/Transformational Duties and Responsibilities

Transactional/Administrative Duties and Responsibilities

  • Assists in the development and ongoing review and revision of the PQI Plans for the organization and its respective operations in accordance with the annual strategic plan and mission critical activities
  • Assists all levels of leadership in the compilation and analysis of outcome data and reporting at various levels as it relates to quality improvement and accreditation standards including but not limited to: weekly performance metrics, training accomplishments, contracted outcomes, accreditation standards, satisfaction surveys, incident reports, consumer complaints/tracking
  • Serves as the agency’s point of contact and a subject matter expert regarding all client services contracts, contract measures, compliance, and accreditation
  • Works closely with the Finance Department to monitor client services grants and contracts
  • Proactively partners with each department and operation to support and monitor client services contractual standards and progress while providing feedback for all PQI efforts and contractual monitoring
  • Accountable for timely reporting of outcomes and engages in problem-solving strategies with departments and operations when the service area is not meeting contractual targets
  • Leads the agency-wide Incident Review Committee which includes all client related issues, complaints and assignments based on stakeholder issues or grievances
  • Leads the agency-wide Performance Quality Improvement Committee which includes all agency wide outcome reports, and improvement planning efforts.
  • Employs action research principles to identify program needs and facilitate change activities
  • Maintains expertise in PQI/QA management models as recommended by the Council on Accreditation (COA) and other certification and accrediting bodies.
  • Ensures organizational procedures are updated and maintained in accordance with COA standards
  • Assists in accreditation maintenance and reaccreditation efforts across the whole organization
  • Collaborates with other QA and Training staff to establish and monitor appropriate workload standards, service goals, and priorities for the organization and operations
  • Develops, implements, and manages program specific projects as directed by the Director of Operational Performance or other senior leaders
  • Generates monthly performance reports for program and department leadership
  • Participates in budget development, as needed
  • Perform 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 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 - Demonstrates 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 – Takes responsibility for one’s behavior and well-being; Works effectively under stress and adapting one’s style to changing situations; Comfortable working in a fast-paced environment and needs minimal supervision; Exhibits a professional demeanor

Education and Experience

  • Bachelor’s degree in social science or related fields; and two years of comprehensive reporting experience
  • Above average computer skills: including experience working in Microsoft Office environments is required
  • Experience in working with databases and client information system
  • Complete all pre-service training requirements including Crisis Center Core Training within the first sixty days of employment
  • Complete ongoing training requirements, as required

Knowledge, Skills, and Abilities

  • Know and comply with the policies and procedures of the Agency
  • Demonstrate the ability to understand state/national accreditation and certification standards of AIRS, AAS, CAAS, CONTACT USA, FCASV & COA.
  • Knowledge of the method of data collection and report writing
  • Knowledge of Windows based computer operating system and basic software programs
  • Knowledge of adult learning with the ability to present and train effectively
  • Knowledge of database utilization and client information systems
  • Ability to demonstrate commitment to customer service
  • Ability to communicate effectively with others, verbally and in writing
  • Ability to work well under time constraints and deadlines
  • Ability to create fact-based reports and present findings orally and in writing
  • Ability to write business correspondence and procedure manuals/style guides
  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
  • 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

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 extended 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. There are opportunities for remote work.

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

Hours: Monday – Friday 8:00am – 5:00pm; however, hours will be flexible due to external meetings, interactions with 24/7 staff, events, or trainings.

This job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather 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.

CCTB is committed to a policy of equal employment opportunity and affirmative action for our applicants and employees. It is our policy to apply recruiting, hiring, training, promotion, compensation, and professional development practices without regard to actual or perceived race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability or certain classifications based on genetic information, marital status, or any other characteristic protected by federal, state, or local laws, regulations or ordinances.

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