Intervention Specialist - Tier III, Law Enforcement Programs, TPD

Crisis Center of Tampa Bay•Tampa, FL

6d•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 – 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.

Requirements

Associate degree in a human service related field OR one year counseling or crisis intervention experience in lieu of degree.
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.
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.

Nice To Haves

Bilingual in Spanish preferred.

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.
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.