Lead Intervention Specialist- Overnight Shifts

Position Summary

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 Lead Intervention Specialist provides oversight to a designated 211 shift to endure shift management and maximum performance is attained. This position reports to the Contact Center Supervisor and in their absence the Program Manager of Gateway Services.

Strategic/Transformational Duties and Responsibilities

• Provide support to IS staff while handling crisis counseling as well as comprehensive information and resource referrals; via telephone, email, IM Chat, text messaging and in-person.
• Serve as a liaison for employee needs while on shift addressing needs in a timely manner to ensure continuity of 211 services.
• Assist in the overall quality assurance process by conducting qualitative and quantitative reviews.

Transactional/Administrative Duties and Responsibilities

• Provide crisis intervention counseling and conduct suicide lethality assessments when needed to support Intervention Specialists.
• Ensures 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) occurs as expected during assigned shifts.
• Provides shift leadership to employees in the absence of the supervisors.
• Conducts weekly quality assurance activities and assists in training/ staff development activities.
• Participates in performance reporting activities weekly including performance metrics, special reviews, and training.
• Ensures victim advocacy and all other active rescue activities occur within expectation as required to support program needs.
• Conduct safety checks for victims of sexual assault and/or domestic violence when appropriate.
• 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.
• Demonstrate availability for off-hour assignments when necessary for service area functioning.
• 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 the supervisory team.

Required Competencies

• Cooperation/Teamwork- Works toward win/win solutions. Deals with conflict collaboratively. Discusses root causes underlying the problem. Develops effective working relationships.
• Engaging Communication- Relates to people in an open, honest, sincere manner. Treats people with respect. Is friendly and approachable. Listens attentively to others. Communicates ideas clearly. Communicates appropriately with leadership and coworkers.
• Customer Service (Internal & External)- Recognizes and attends to important details with accuracy and efficiency. Treats customers courteously. Responds to customer requests in a timely manner. Elicits feedback from customers to monitor their satisfaction. Considers both short and long-term interests of the customer in making service decisions. Proactively identifies customer needs. Takes responsibility to resolve customer complaints. Takes business or personal risks to serve customers' long-term interests. Creates strategies to help the organization serve customers more effectively.
• Adaptability- Adapts readily to changes. Works effectively under stress. Needs minimal supervision. Comfortable working in a fast-paced environment. Is reliable, dependable and results oriented. Maintains productivity and composure under pressure. Effectively prioritizes work and establishes clear goals and plans.
• Problem Solving- Views problems as opportunities to create new solutions. Anticipates potential problems and analyzes alternative solutions.
• Judgment- Gathers sufficient input before making decisions. Sees interrelatedness between issues. Considers alternative solutions. Makes appropriate and timely decisions.
• Valuing & Fostering Diversity- Demonstrates respect for individual differences and establishing a climate where all people can be comfortable and productive through sensitivity, empathy, and acceptance of cultural, racial, mental health, and socio-economic diversity.
• Self-Management- Takes responsibility for one's behavior and well-being; Works effectively under stress and adapting one's style to changing situations; Comfortable working in a fast-paced environment and needs minimal supervision; Exhibits a professional demeanor.

Education and Experience

• Associate's degree in a human services-related field.
• One year experience in crisis intervention may be substituted in lieu of degree.
• Knowledge of/or ability to learn Windows based computer system required.
• Ability to communicate verbally and in written documentation.
• Proven leadership skills.
• 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 crisis intervention and assessment skills.
• Knowledge of quality assurance/improvement tools and processes.
• Knowledge of Window based computer operating system and basic software programs.
• Ability to understand and apply applicable policies and procedures.
• Ability to utilize problem solving techniques.
• Ability to communicate effectively verbally and in writing.
• Ability to work independently.
• Ability to establish and maintain effective working relationships with others.
• Skill in operation of a word processing and database programs on a personal computer.

Physical Demands/Working Conditions

Physical Requirement: Requires good hand-eye coordination, arm, and hand and finger dexterity, including ability to visual acuity to use a keyboard. Ability to sit for long periods of time. This position performs duties of more than average difficulty requiring reasonable initiative and independent judgment under general supervision.

Working Conditions: Work is primarily performed indoors. The noise level is moderate. A DCF background check is required https://info.flclearinghouse.com.

Travel: Minimal.

Hours: Varied hours. 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.

This job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give a general sense of the responsibilities and expectations of this position. As the nature of business demands change so, too, may the essential functions of this position.

CCTB is committed to a policy of equal employment opportunity and affirmative action for our applicants and employees. It is our policy to apply recruiting, hiring, training, promotion, compensation, and professional development practices without regard to actual or perceived race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability or certain classifications based on genetic information, marital status, or any other characteristic protected by federal, state, or local laws, regulations or ordinances.