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 – 911 Dispatch position supports this mission by providing crisis counseling as well as comprehensive information and resources referrals via telephone within 911 Dispatch. The Specialist’s primary responsibility to is answer calls transferred by 911 Dispatch with the goal of deescalating callers, providing crisis intervention and ultimately reducing the need for law enforcement response. The Intervention Specialist reports to the Contact Center Supervisor and in his/her absence the Program Manager of Gateway Services.
This position is located within 911 Dispatch.
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
- Provides exceptional customer service during crisis intervention, counseling, and suicide lethality assessments.
- Provides 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.)
- Completes required initial and ongoing training as needed.
- Demonstrate mastery on customer service on information and referral lines for basic human services (individual, family, and social services) as well as special population-specific support (e.g., veterans, first responders).
- Performs other such duties as may be assigned by the supervisory team.
- Completes pre-service training requirements including: CCTB Core Training within the first sixty days of employment.
- Refine accurate and efficient call documentation skills to ensure high-quality records and data integrity.
- Completes ongoing training requirements as prescribed including Introduction to Trauma Informed Care, 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.
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
- Associate degree in a human service related field OR one year counseling or crisis intervention experience in lieu of degree.
- Bilingual in Spanish 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 required.
Physical Demands/Working Conditions
Physical Requirement: Must have ability to lift and carry up to 25 lbs. Employee must be at to sit, climb or balance, hear, use hands, taste/smell, stoop, kneel, crouch, crawl, stand, walk, talk, and reach with hands and arms. The position requires good hand-eye coordination, arm, and hand and finger dexterity, including ability to visual acuity to use a keyboard. Must be able to sit for prolonged periods of time.
Working Conditions: Duties are performed primarily in an office setting. Operates computer and standard office equipment such as telephone and copier/printer.
Travel: Minimal
Hours: Determined by assigned schedule. 211 is open 365 days a year 24-hours a day. Employees are required to work holidays, evenings, and/or weekends; and 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 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.
