Intervention Specialist - Overnight

Crisis Center of Tampa Bay•Tampa, FL

4d•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 position supports this mission by providing crisis counseling as well as comprehensive information and resources referrals via telephone, IM chat, text message and in person. The Intervention Specialist will also perform safety and reassurance checks; and offer specialized follow up care to persons in need of short-term care coordination as it relates to mental health, or early childhood concerns. 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. The Intervention Specialist reports to the Contact Center Supervisor and in his/her 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.
Bilingual in Spanish preferred.
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 systems required.

Responsibilities

Deliver exceptional customer service as the first point of contact with the Crisis Center of Tampa Bay, linking community members with appropriate services and providing immediate crisis intervention as necessary.
Participate in the performance quality improvement (PQI) process and uses data to improve services and outcomes.
Provide 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).
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).
Primarily handle mental and behavioral health calls on SAMHSA and crisis hotlines including topics related to, but not limited to, substance use and navigating mental health responses to stress/stressors.
Provide exceptional customer service during crisis-related calls utilizing de-escalation skills and emotional support techniques to promote positive coping.
Develop skills related to suicide intervention and suicide lethality assessments.
Refine accurate and efficient call documentation skills to ensure high-quality records and data integrity.
Demonstrate availability for off hours assignments when necessary for service area functioning.
Complete required initial and ongoing training as needed.
Perform other such duties as may be assigned by the supervisory team.
Complete pre-service training requirements including: CCTB Core Training within the 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.
Meet all contracted deliverables.
Maintain an average score of 80% or greater on all individual performance metrics.