Position Details

Job Status: Full-Time, Non-Exempt

Reports to: Contact Center Supervisor

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 Intervention Specialist position supports this mission by providing crisis counseling as well as comprehensive information and resources referrals via telephone, IM chat, text message, and in person. The Intervention Specialist 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 IS will provide advocacy and referrals for primary and secondary victims of crime, (reported or unreported) to include sexual assault, physical abuse, and domestic violence. The Intervention Specialist reports to the Supervisor of Dispatch Collaboration and in his/her absence the 2-1-1 & Suicide Prevention Services Program Manager.

This position is collocated in the Tampa Police Department Dispatch Center.

This position will train and begin working in our contact center and upon successful completion of competencies will collocate to the Tampa Police Department Dispatch Center.

Strategic/Transformational Duties and Responsibilities

• Provide 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.

Transactional/Administrative Duties and Responsibilities

• Provide exceptional customer service during crisis intervention, counseling, and suicide lethality assessments.
• Provide comprehensive information and resource referrals; and offer follow-up for care coordination services for persons needing short-term advocacy and support, including primary and secondary victims of crime (reported or unreported.)
• Demonstrate availability for off-hours assignments when necessary for service area functioning.
• Complete required initial and ongoing training as needed.
• Perform other such duties as may be assigned by the supervisory team.
• Complete pre-service training requirements including: CCTB Core Training within the first sixty days of employment.
• Complete ongoing training requirements as prescribed including: Introduction to Trauma Informed Care, and Psychological First Aid within the first twelve months of employment.
• Expected to meet all contracted deliverables.
• Expected to maintain an average score of 80% or greater on all individual performance metrics.
• Complete additional training requirements as required by Tampa Police Department to be complaint with Florida Department of Law Enforcement criteria for working in dispatch centers.

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 needs minimal supervision; Exhibiting a professional demeanor.

Education and Experience

• Associate’s degree in a human services related field OR one year counseling or crisis intervention experience in lieu of degree.
• Veterans and Certified Peers are highly preferred!
• Exhibits excellent organizational skills and the ability to manage multiple tasks in a fast-paced environment.
• Comfort with diverse populations and flexibility are essential.
• Proficiency in oral and written communication skills.
• Demonstrated leadership ability.
• Knowledge of Windows-based computer system is required.

Physical Demands/Working Conditions

Physical Requirement: Must have ability to lift and carry up to 25 lbs. Employee must be at to sit, see, hear, use hands, talk, and reach with hands and arms.

Working Conditions: Duties are performed primarily in a call center office setting with primary demand to be on the phone for the duration of the selected schedule. Operates computer and standard office equipment such as telephone and copier/printer.

Travel: Co-located in Tampa Police Department

Pay Rate: Starting rate of pay for this position is $18.00/hour.

Join Us!

2-1-1 is open 365 days a year 24 hours a day. Employees are required to work holidays, evenings, and/or weekends based on the selected schedule; including times of disasters/critical incidents, as deemed safe by the incident command team.

Our clients come from all walks of life, and so do we! That's what makes us special! The Crisis Center of Tampa Bay is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The Crisis Center of Tampa Bay is also committed to compliance with all fair employment practices regarding citizenship and immigration status. We want you to be YOU, and you're encouraged to apply! Come learn more today!