Community Intervention Specialist (2) - Overnight Shift

Crisis Center of Tampa Bay•Tampa, FL

21d•Onsite

About The Position

The Community Intervention Specialist (CIS) supports the Crisis Center of Tampa Bay’s mission by providing crisis counseling and comprehensive information and referrals through telephone, chat, and in-person interactions as needed. The role provides crisis intervention, safety planning, and connections to follow-up care for people needing short-term coordination. It also provides advocacy and referrals for primary and secondary victims of reported or unreported crimes, including sexual assault, physical abuse, and domestic violence. The position requires understanding and carrying out mandated reporter responsibilities. CIS staff report to the Contact Center Operations Supervisor and, in that supervisor’s absence, the Operations Manager of Gateway Services. The specialist serves as a first point of contact, participates in ongoing training and performance quality improvement, and contributes to service quality and resource-database accuracy. The position handles information and referral services and behavioral health and wellness calls, uses de-escalation and crisis intervention skills, and maintains accurate documentation and confidentiality. The position is based at the Crisis Center of Tampa Bay in Tampa, Florida. Duties are primarily performed in an office setting and include using a computer and standard office equipment. Gateway Services operates 24 hours a day, 365 days a year; employees are required to work holidays, evenings, weekends, and during hurricanes or other disasters and critical incidents. The assigned schedule determines the hours. Minimal travel is expected.

Requirements

Associate degree in a human service-related field, or one year of counseling or crisis intervention experience in lieu of the degree.
Strong organizational skills and ability to manage multiple tasks simultaneously in a fast-paced environment, including database use and documentation while providing customer service.
Demonstrated comfort and/or experience working with people from diverse cultural, socioeconomic, and mental health backgrounds, with flexibility to adapt service approaches.
Proficiency in oral and written communication.
Proficiency with Windows-based computer systems, word processing, and database programs.
Ability to type at least 50 words per minute.
Ability to complete required initial and ongoing training.
Ability to obtain DCF Clearinghouse clearance.
Ability to lift and carry up to 25 pounds.
Ability to sit for prolonged periods and to sit, climb or balance, hear, use hands, taste/smell, stoop, kneel, crouch, crawl, stand, walk, talk, and reach with hands and arms; good hand-eye coordination, arm, hand, and finger dexterity; and visual acuity for keyboard use.
Availability to work holidays, evenings, weekends, and during disasters or critical incidents, according to assigned schedule.

Responsibilities

Serve as a skilled first point of contact, connect community members with appropriate services, and provide immediate crisis intervention as needed.
Engage in required and available trainings, departmental in-services, and other professional development opportunities.
Participate in the performance quality improvement process, use data to improve services and outcomes, and provide feedback on the resource database.
Deliver information and referral services, primarily for human services callers and victims of crime.
Handle behavioral health and wellness calls on assigned crisis lines, including calls concerning substance use and mental health responses to stressors.
Use de-escalation, active listening, and emotional support techniques to promote stabilization and positive coping.
Provide crisis intervention and safety planning, conduct suicide lethality assessments, and respond to crises regardless of line specialization.
Use motivational interviewing to support client engagement, explore ambivalence, and encourage positive change.
Maintain accurate, timely, and complete call documentation in accordance with organizational standards.
Be available for off-hours assignments, holidays, disasters, and critical incidents as required for service coverage.
Follow HIPAA and organizational confidentiality requirements in service delivery and documentation.
Meet performance expectations for quality assurance, documentation accuracy, follow-up referral rates, referral quality, and other defined metrics.
Help meet contract requirements for call answer rates.
Perform other assigned duties for which training has been provided.
Complete required initial and ongoing training, including Crisis Center Core Training and FCASV Advocacy Core Training within the first 60 days; Introduction to Trauma-Informed Care and Psychological First Aid within 12 months; and Applied Suicide Intervention Skills Training (ASIST) within the first 12 months.
Obtain national certification through an applicable accrediting body if required for staff employed beyond one year.