Manager of First Responder and Veteran Programs

Crisis Center of Tampa Bay•Tampa, FL

8d•Onsite

About The Position

The Program Manager of Gateway Services oversees the administrative and logistical effectiveness of operations, including assigned supervisors, care coordinators, and Intervention Specialists. The Manager represents Gateway Services in disaster preparedness and recovery, participates in developing and implementing the Gateway Disaster plan and protocols, and collaborates with the Gateway leadership team on program strategies, practices, and procedures. The position reports to the Director of Gateway Services and, in that person’s absence, the VP Client Services. The Manager leads contact center operations, including training, supervision, staff and intern coordination, and scheduling to support coverage across contact platforms. The role includes managing employee resources and the full range of supervisory duties, from hiring and training through performance management and problem resolution. The Manager also oversees resources and operations, monitors systems and service performance, maintains procedures and policies, prepares reports, supports quality assurance, meets assigned contractual deliverables, and ensures timely external reporting. The Manager identifies staff training needs, tracks developments in contact center operations, coordinates with technical services, and performs other administrative and leadership duties as assigned. The position requires a bachelor’s degree in a human services field, business management, or information systems technology, or five years of operational experience as a substitute. Other stated qualifications include proven direct staff supervision, computer and communication skills, a valid Florida driver license and insured personal transportation, and completion of specified pre-service and ongoing training. Duties are primarily performed in an office setting, with occasional travel to meetings. The role requires flexible hours and work on holidays, evenings, weekends, and during disasters or critical incidents; Gateway Services operates 24 hours a day, 365 days a year.

Requirements

Bachelor’s degree in a human services field, business management, or information systems technology; five years of operational experience may substitute for the education requirement.
Ability to type at 30 computer WPM and knowledge of, and ability to learn, computer systems.
Valid Florida driver license and insured personal transportation.
Ability to communicate verbally and in written documentation.
Proven leadership skills and a history of directly supervising staff.
Complete Crisis Center Orientation and FCASV Advocacy Core training within the first 60 days of employment.
Complete Introduction to Trauma Informed Care and Psychological First Aid within the first 12 months of employment, along with other prescribed ongoing training.
Knowledge of and compliance with Agency policies and procedures.
Knowledge of state and national accreditation and certification standards of InformUSA, AAS, DCF-SAMHSA, and FCASV.
Knowledge of crisis intervention, active listening, community resources, data collection methods, and basic supervisory principles and practices.
Knowledge of Windows-based operating systems and basic software programs.
Ability to evaluate staff performance against Agency requirements and standards; oversee and supervise staff and volunteers; assign and prioritize work; and ensure proper completion of assignments.
Ability to understand and respond to written and verbal communication, prepare correspondence and administrative reports, solve problems, and make decisions.
Ability to create a team environment, collect and evaluate data, work independently, and establish and maintain effective working relationships.
Skill in operating word processing and database programs on a personal computer.
Ability to work flexible hours, including holidays, evenings, weekends, and during hurricanes, disasters, or critical incidents.

Responsibilities

Oversee Gateway Services operations, assigned supervisors, care coordinators, Intervention Specialists, resources, and contact center staff.
Represent Gateway Services in disaster preparedness and recovery services and help formulate and implement the Gateway Disaster plan and protocols.
Develop and implement program strategies, practices, and procedures with the Gateway leadership team.
Lead day-to-day contact center operations, including training, supervision, staff and intern coordination, and scheduling to ensure coverage across contact platforms.
Interview, hire, train, develop, assign, schedule, evaluate, coach, reward, and discipline employees; address complaints and resolve problems.
Monitor systems performance, processes, practices, quality assurance, and adherence to policies and procedures.
Prepare performance reports for assigned programs and contracts by collecting, analyzing, and summarizing data and trends.
Identify staff training needs and ensure development and implementation of protocols that address them.
Coordinate information, resolve operational discrepancies, and liaise with the technical services team.
Develop, implement, and audit contact center procedures and policies related to systems and information flow.
Monitor team member performance through weekly and monthly quality assurance and improvement activities.
Meet assigned internal and contractual performance deliverables and complete external stakeholder reports in a timely manner.
Maintain professional and technical knowledge of contact center operations and emerging practices.
Perform other administrative, leadership, and assigned duties as required by service area needs.