Crisis Center of Tampa Bay
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. 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. 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. Collaborate with program leadership to ensure efficient dissemination of all policy, procedure, and program changes. 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. Required Competencies
Cooperation/Teamwork - Works toward win/win solutions. Engaging Communication - Relates to people in an open, honest, sincere manner. Customer Service (Internal & External) - Recognizes and attends to important details with accuracy and efficiency. Adaptability - Adapts readily to changes. Problem Solving - Views problems as opportunities to create new solutions. Judgment - Gathers sufficient input before making decisions. Valuing & Fostering Diversity - Demonstrates respect for individual differences. Self-Management – Takes responsibility for one’s behavior and well-being. Education And Experience
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. Knowledge, Skills, And Abilities
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. Physical Demands/Working Conditions
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 long periods of time. Duties are performed primarily in an office setting. On occasion will require the use of personal automobile to travel to meetings and could be exposed to changing weather. The noise level is moderate. Minimal travel required. Varied hours, must be flexible. 211 is open 365 days a year 24-hours a day. Employees are required to work holidays, evenings, and/or weekends; and during hurricanes and other times of disasters/critical incidents. CCTB is committed to a policy of equal employment opportunity and affirmative action for our applicants and employees.
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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. 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. 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. Collaborate with program leadership to ensure efficient dissemination of all policy, procedure, and program changes. 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. Required Competencies
Cooperation/Teamwork - Works toward win/win solutions. Engaging Communication - Relates to people in an open, honest, sincere manner. Customer Service (Internal & External) - Recognizes and attends to important details with accuracy and efficiency. Adaptability - Adapts readily to changes. Problem Solving - Views problems as opportunities to create new solutions. Judgment - Gathers sufficient input before making decisions. Valuing & Fostering Diversity - Demonstrates respect for individual differences. Self-Management – Takes responsibility for one’s behavior and well-being. Education And Experience
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. Knowledge, Skills, And Abilities
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. Physical Demands/Working Conditions
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 long periods of time. Duties are performed primarily in an office setting. On occasion will require the use of personal automobile to travel to meetings and could be exposed to changing weather. The noise level is moderate. Minimal travel required. Varied hours, must be flexible. 211 is open 365 days a year 24-hours a day. Employees are required to work holidays, evenings, and/or weekends; and during hurricanes and other times of disasters/critical incidents. CCTB is committed to a policy of equal employment opportunity and affirmative action for our applicants and employees.
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