CRISIS CENTER OF TAMPA BAY
POSITION DESCRIPTION - Trauma Resource Specialist
Position Details
Job Status: Full Time, Non-Exempt
Reports to: Manager of Operational Performance or 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. The Trauma Resource Specialist (TRS) is responsible for ensuring that victims have access to services of the Corbett Trauma Center. This includes completing new client records, answering calls from victims during normal business hours, and conducting follow-up and reminder calls to clients, when appropriate. The TRS will ensure that clients have access to a Trauma Assessment and assistance with compensation, when applicable. These tasks may be moderately complex in nature and may be broad in objective with integration of diverse functions. This position performs duties of average difficulty requiring reasonable initiative and independent judgment under general supervision. This position reports to the Manager of Operational Performance and in his/her absence to the Director of Operational Performance.
Strategic/Transformational Duties and Responsibilities
- Responsible for overall administrative duties within the Corbett Trauma Center program to ensure accurate data collection for billing, grant administration, and monthly and quarterly reports
- Involves staff and other stakeholders in the performance quality improvement (PQI) process, and uses data to improve services and outcomes
Transactional/Administrative Duties and Responsibilities
- Completes and compiles all records, including Crime Victim Compensation documents, and collects needed information to assign appropriate Victim Care Coordinator and/or therapist
- Ensures documents are correctly completed to ensure CVC billing is accurate and complete
- Administers victim satisfaction surveys and needs assessments to improve victim services delivery
- Ensures all data entry is completed on time as required by funders, including the QPR reports for VOCA funding
- Assists in gathering data for other necessary reports, including effort reporting, time and attendance sheets and programmatic documentation for reports.
- Completes and submits required reports monthly and quarterly, including QPR reports for VOCA funding
- Supports quality assurance policies to ensure compliance with regulatory, national accreditation, and company standards
- Other duties as assigned
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
- High school diploma or its equivalent. Bachelor’s degree in social services or related study preferred
- Four (4) years of experience in administrative support and office operations; work in a social services/non-profit agency preferred
- Associates degree in business or social sciences-related field, highly preferred
Knowledge, Skills and Abilities
- Knowledge of office procedures and practices
- Knowledge of the methods of data collection
- Must possess excellent computer skills in a Windows environment
- Knowledge of office operation activities
- Knowledge of the principles and techniques of effective verbal and written communications
- Knowledge of operation of office machines
- Knowledge of Windows based computer operating system
- Knowledge of basic administrative software programs
- Ability to coordinate office operations activities
- Ability to prepare correspondence and administrative reports
- Ability to type 40 correct computer WPM
- Ability to understand and apply agency and department policies and procedures
- Ability to communicate effectively verbally and in writing
- Ability to utilize problem solving techniques
- Ability to work independently
- Ability to establish and maintain effective working relationships with others
- Complete Advocacy Core Training as required by FCASV or within the first six months of employment
Physical Demands/Working Conditions
Physical Requirement: Employee is regularly required to sit and talk and is occasionally 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.
Working Conditions: Duties are performed primarily in an office setting. On occasion will require the use of personal automobile to travel to meetings and could be exposed to changing weather. The noise level is moderate.
Travel: Occasional for local meetings or trainings.
Hours: Monday-Friday 8:00AM-5:00PM. Flexible scheduling may be required for evening or weekend appointments, as needed.
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.
