Call Center Supervisor, Law Enforcement Program

Crisis Center of Tampa Bay•Tampa, FL

3d•Hybrid

About The Position

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 Contact Center Supervisor- 911 Dispatch’s primary responsibility is to oversee Intervention Specialist answering calls transferred by 911 Dispatch with the goal of deescalating callers, providing crisis intervention and ultimately reducing the need for law enforcement response. This position reports to the Program Manager of Gateway Services and in their absence the Director of Gateway Services. This position is collocated between Tampa Police Department Dispatch Center and the Gateway Contact Center.

Requirements

Bachelor’s degree: crisis intervention training and three years of experience may be substituted for educational requirements.
Ability to type at 30 computer WPM and knowledge and ability to learn computer system required.
Valid Florida driver license and insured personal transportation also required.
Ability to communicate verbally and in written documentation.
Proven leadership skills.
Competence in suicide and crisis intervention
Complete pre-service training requirements including: CCTB Core Counseling and FCASV Advocacy Core training within first sixty days of employment.
Complete ongoing training requirements as prescribed including Introduction to Trauma Informed Care, Psychological First Aid within the first twelve months of employment.
Complete requirements for Certified Crisis Worker or Victim’s Service Practitioner within 18 months of employment.
Know and comply with the policies and procedures of the Agency.
Knowledge of state/national accreditation and certification standards of AIRS, AAS, DCF-SAMH & FCASV.
Knowledge of crisis intervention and active listening skills.
Knowledge of community resources.
Knowledge of the method of data collection.
Knowledge of basic supervisory principles and practices.
Knowledge of Window based computer operating system and basic software programs.
Ability to evaluate the performance standards of staff in terms of Agency requirements and standards.
Ability to oversee and supervise staff and volunteers.
Ability to determine work priorities, assign work, and ensure proper completion of work assignments.
Ability to understand and respond to written and verbal communication.
Ability to prepare correspondence and administrative reports.
Ability to problem solve and make decisions.
Ability to collect and evaluate data.
Ability to work independently.
Ability to establish and effective working relationships with others.
Skill in the operation of word processing and database programs on a personal computer.

Nice To Haves

Up to 25% travel

Responsibilities

Ensures the day-to-day functioning of the Dispatch Collaboration including training and supervision of Intervention Specialists.
The Supervisor is responsible for assisting and providing leadership and coordination for staff.
Facilitates the performance quality improvement process and use data to improve services and outcomes.
Support and provide on-going training to staff, interns, and volunteers on a regular basis.
Facilitate Performance Quality Improvement and quality assurance processes required by grant and internal metrics.
Conduct formal performance reviews of staff, including annual evaluation of all direct reports.
Review application of information and referral skills, provide coaching where necessary, identify strengths and opportunities for improvement, and make recommendations for additional training in consultation with Training staff.
Engage staff in one on one supervision/coaching to support programmatic efforts including individual growth
Collaborate with other leaders on special projects and reporting requirements
Demonstrate availability for off hours assignments when necessary for Contact Center functioning.
Effectively communicate and collaborate with all staff and volunteers.
Facilitate community outreach, education and advocacy efforts
Complete a minimum of 48 hours of crisis intervention training within the first year of employment
Assists leadership with special projects and reporting requirements for 911 dispatch
Expected to meet all contracted deliverables.
Perform such other duties as may be assigned by supervisor.
Complete additional training requirements as required by Police Department to be complaint with Florida Department of Law Enforcement criteria for working in dispatch centers.