Operations Supervisor

Crisis Center of Tampa Bay

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 Supervisor’s primary responsibility is to ensure the daily operations of the contact center. This position reports to the Program Manager of Gateway Services and in his or her absence the Director of Gateway Services. Strategic/Transformational Duties and Responsibilities Ensure the day-to-day functioning of the contact center operations including training and supervision of Intervention Specialists Provide leadership and coordination for staff, interns, and volunteers. Participate in the performance quality improvement (PQI) process and use data to improve services and outcomes. Transactional/Administrative Duties and Responsibilities Regularly observe and monitor staff, interns, and volunteers, providing support to staff working with clients in high acuity situations that require supervisory intervention. Assist with training, supervision and evaluation of staff, interns and volunteers as required. Conduct formal performance reviews of staff, including annual evaluation of all direct reports. Review application of information and referral skills, provide coaching where necessary, identify strengths and opportunities for improvement, and make recommendations for additional training in consultation with Training staff. Identify and cultivate guidelines for community members about available services and programs to refine information and referral processes for human services. Encourage development of crisis counseling, suicide lethality assessment, and suicide intervention skills, especially regarding the development of Tier 1 Intervention Specialists to other tiers. Demonstrate availability for off hours assignments when necessary for Contact Center functioning. Communicate on a regular basis with division staff, interns, and volunteers. Conduct call monitoring for quality improvement and training purposes. Complete contact center performance reports as indicated for quality improvement. Utilize a performance-based management approach and understanding of key performance indicators to make data driven evaluations for operational success. Collaborate with program leadership to ensure efficient dissemination of all policy, procedure, and program changes, and assist with implementation of new programs. Meet all contracted deliverables. Maintain an average score of 80% or greater on all individual performance metrics. Perform such other duties as may be assigned by supervisor.

Requirements

Bachelor’s degree; crisis intervention training and two years of experience may be substituted for educational requirements.
Ability to type at 30 computer WPM and knowledge and ability to learn computer system required.
Valid Florida driver license and insured personal transportation also required.
Ability to communicate verbally and in written documentation.
Proven leadership skills.
Complete pre-service training requirements including: CCTB Core Counseling and FCASV Advocacy Core training within 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.
Complete requirements for Certified Crisis Worker or Victim’s Service Practitioner within 18 months of employment.
Know and comply with the policies and procedures of the Agency.
Knowledge of state/national accreditation and certification standards of INFORM USA, AAS, DCF-SAMHSA & FCASV.
Knowledge of crisis intervention and active listening skills.
Knowledge of community resources.
Knowledge of the method of data collection.
Knowledge of basic supervisory principles and practices.
Knowledge of Window-based computer operating system and basic software programs.
Ability to evaluate the performance standards of staff in terms of Agency requirements and standards.
Ability to oversee and supervise staff and volunteers.
Ability to determine work priorities, assign work, and ensure proper completion of work assignments.
Ability to understand and respond to written and verbal communication.
Ability to prepare correspondence and administrative reports.
Ability to problem solve and make decisions.
Ability to collect and evaluate data.
Ability to work independently.
Ability to establish and maintain effective working relationships with others.
Skill in the operation of word processing and database programs on a personal computer.

Responsibilities

Ensure the day-to-day functioning of the contact center operations including training and supervision of Intervention Specialists
Provide leadership and coordination for staff, interns, and volunteers.
Participate in the performance quality improvement (PQI) process and use data to improve services and outcomes.
Regularly observe and monitor staff, interns, and volunteers, providing support to staff working with clients in high acuity situations that require supervisory intervention.
Assist with training, supervision and evaluation of staff, interns and volunteers as required.
Conduct formal performance reviews of staff, including annual evaluation of all direct reports.
Review application of information and referral skills, provide coaching where necessary, identify strengths and opportunities for improvement, and make recommendations for additional training in consultation with Training staff.
Identify and cultivate guidelines for community members about available services and programs to refine information and referral processes for human services.
Encourage development of crisis counseling, suicide lethality assessment, and suicide intervention skills, especially regarding the development of Tier 1 Intervention Specialists to other tiers.
Demonstrate availability for off hours assignments when necessary for Contact Center functioning.
Communicate on a regular basis with division staff, interns, and volunteers.
Conduct call monitoring for quality improvement and training purposes.
Complete contact center performance reports as indicated for quality improvement.
Utilize a performance-based management approach and understanding of key performance indicators to make data driven evaluations for operational success.
Collaborate with program leadership to ensure efficient dissemination of all policy, procedure, and program changes, and assist with implementation of new programs.
Meet all contracted deliverables.
Maintain an average score of 80% or greater on all individual performance metrics.
Perform such other duties as may be assigned by supervisor.