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, and emotional or situational problems. The Undergraduate Level Intern (Intern) supports this mission by providing crisis counseling as well as comprehensive information and resources referrals via telephone, IM chat, and text message. The Intern will also perform safety and reassurance checks and offer specialized follow-up care to persons in need of short-term care coordination as it relates to mental health. The Intern will provide advocacy and referrals for primary and secondary victims of crime, (reported or unreported) including sexual assault, physical abuse, and domestic violence. The Intern reports to the Training Supervisor and in his or her absence the Program Manager.

Strategic/Transformational Duties and Responsibilities

• Provides exceptional customer service as the first point of contact with the Crisis Center of Tampa Bay by linking community members with appropriate services and providing immediate crisis intervention as necessary.
• Participates in the performance quality improvement (PQI) process and uses data to improve services and outcomes.

Transactional/Administrative Duties and Responsibilities

• Completes required initial and ongoing training as needed, including Crisis Center onboarding, funder required training, Trauma Informed Care, Mental Health First Aid, Psychological First Aid, and Welle (all company paid).
• Provides exceptional customer service during crisis intervention, counseling, and suicide lethality assessments.
• Provides comprehensive information and resource referrals; and offers follow-up for care coordination services for persons needing short-term advocacy and support, including primary and secondary victims of crime (reported or unreported.)
• Performs other such duties as may be assigned by the supervisory team.
• Expected to meet all contracted deliverables.
• Expected to maintain an average score of 80% or greater on all individual performance metrics.

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 the 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 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 needing minimal supervision; Exhibiting a professional demeanor.

Education and Experience

• Level II background check is required to be paid for upfront by the candidate. This will be reimbursed at the completion of the three-week training period.
• Two years of bachelor's level coursework completed and/or equivalent to associate's degree required.
• Undergraduate GPA of 3.0 or higher.
• Undergraduate students in Psychology, Social Work, Behavioral Healthcare, Criminology, Forensic Studies and Justice, Public Health, Human Services, or other related fields are encouraged to apply.
• Must possess reliable transportation to ensure on-time arrival for scheduled shifts.
• Signed Intern Agreement with college or university of attendance. A commitment of one semester is required, two semesters highly preferred.

Knowledge, Skills, and Abilities

• Ability to collect and evaluate data.
• Ability to communicate effectively verbally and in writing.
• Ability to prepare reports relating to clients.
• Ability to work independently.
• Ability to establish and maintain effective working relationships with others.
• Ability to problem solve.
• Ability to organize and prioritize work.
• Skill in operating Windows-based computer operating programs.
• Knowledge of and compliance with HIPAA regulations.
• Have knowledge of and compliance with the policies and procedures of the Agency.

Physical Demands/Working Conditions

Physical Requirement: This position regularly requires the ability to sit for sustained periods of time and to effectively communicate with and assess clients, using verbal and nonverbal cues. This position also requires the ability to operate office equipment.

Working Conditions: Duties are performed primarily in an office setting. On occasion will require the use of transportation to travel to meetings. The noise level is quiet.

Hours: Flexible work hours with a minimum of six-hour shifts, three days per week; however, Intern must be able to attend Crisis Center Orientation, which will tentatively be the week before the semester starts for winter, summer, and fall classes.

Compensation: This is a paid internship at $12.00 per hour. All training to prepare the Intern for client interaction is paid for by the company and included in paid work hours.