Intern, Gateway Call Center- Fall Semester

THE CRISIS CENTER OF TAMPA BAY INC•Tampa, FL

10d•Onsite

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 Intervention Specialist (IS) position supports this mission by providing crisis counseling as well as comprehensive information and resources referrals via telephone, chat, and in person as needed. The IS will also provide crisis intervention, safety planning, and connection to follow-up care services to those in need of short-term coordination. 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. This role requires understanding and execution of mandated reporter responsibilities. IS staff report to the Supervisor of Training and Quality Assurance and, in their absence, the Program Manager of Gateway Services.

Requirements

Associate degree in a human service-related field OR one year counseling or crisis intervention experience in lieu of degree OR an active student in a participating college or university to qualify for the internship program
Excellent organizational skills and the ability to manage multiple tasks simultaneously in a fast-paced environment (e.g., use a database and complete documentation while simultaneously providing excellent customer service).
Demonstrated comfort and/or experience working with individuals from diverse cultural, socioeconomic, and mental health backgrounds, with the flexibility to adapt service approaches accordingly.
Proficiency in oral and written communication skills, including typing.
Proficiency in Windows-based computer systems; skill in word processing and database programs.
Complete required initial and ongoing training as needed, including Crisis Center Core Training and FCASV Advocacy Core Training within the first sixty days of employment.
Complete Introduction to Trauma-Informed Care and Psychological First Aid within twelve months of hire.
DCF Clearinghouse clearance needed for this role

Nice To Haves

Bilingual in Spanish preferred.

Responsibilities

Serve as a skilled first point of contact with the Crisis Center of Tampa Bay, linking community members with appropriate services and providing immediate crisis intervention as needed, and modeling a high standard of care in every interaction.
Pursue ongoing professional development by actively engaging in required and available trainings, departmental in-services, and learning opportunities that strengthen practice.
Participate in the performance quality improvement (PQI) process; use data to inform and improve services and outcomes; and contribute feedback on the accuracy and currency of the resource database as opportunities arise.
Demonstrate proficiency in information and referral service delivery, with coverage of general human services lines and behavioral health crisis lines, including lines serving veterans, first responders, and other special populations.
Handle behavioral health and wellness calls on assigned crisis lines, including topics related to substance use, mental health responses to stress and stressors, and other areas within the scope of assigned line coverage.
Apply de-escalation skills, active listening, and emotional support techniques during all crisis-related contacts to promote stabilization and positive coping.
Demonstrate competency in crisis intervention, safety planning, and suicide lethality assessment; recognize and respond to crisis at any point in a contact, regardless of line specialization.
Apply motivational interviewing techniques to support client engagement, ambivalence exploration, and movement toward positive change.
Maintain accurate, timely, and complete call documentation in accordance with organizational standards to ensure data integrity and quality record-keeping.
Demonstrate availability for off-hours assignments as required to support service area coverage, including holidays and during disasters or critical incidents.
Uphold all applicable confidentiality standards, including HIPAA and organizational confidentiality policies, in every aspect of service delivery and documentation.
Meet established performance expectations across quality assurance, documentation accuracy, follow-up referral rates, referral quality, and other metrics as defined by supervisory and contracted requirements.
All staff working within the program share the responsibility to meet contract requirements around call answer rate.
Perform other such duties as may be assigned by the supervisory team that training has been provided for.