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Crisis Intervention Specialist

2 months ago

Tampa, Florida, United States The Crisis Center of Tampa Bay Inc. Full time
Job Overview Location Bearss Home Office - Tampa, FL Education Requirement Not Specified Travel Requirement None Shift Flexible Position Summary

Job Status: Full-Time or Part-Time, Non-Exempt

Reports to: Contact Center Supervisor

Department: Gateway

The Crisis Center of Tampa Bay is dedicated to providing support, hope, and healing to individuals facing significant life challenges or trauma, including issues related to sexual assault, domestic violence, financial hardship, substance misuse, medical emergencies, suicidal ideation, and emotional or situational distress.

The role of the Crisis Intervention Specialist is pivotal in fulfilling this mission by delivering crisis counseling and offering comprehensive information and resource referrals through various communication channels such as telephone, IM chat, text messaging, and face-to-face interactions. This position also involves conducting safety checks and providing specialized follow-up care for individuals requiring short-term care coordination related to mental health or early childhood issues. The Specialist will advocate for and refer both primary and secondary victims of crime, whether reported or unreported, including cases of sexual assault and domestic violence.

Key Responsibilities
  • Provide outstanding customer service as the initial point of contact, connecting community members with suitable services and delivering immediate crisis intervention when necessary.
  • Engage in the performance quality improvement (PQI) process, utilizing data to enhance service delivery and outcomes.
Administrative Duties
  • Offer thorough information and resource referrals, along with follow-up for care coordination services for individuals in need of short-term advocacy and support.
  • Manage information and referral lines for essential human services, including support for specific populations such as veterans and first responders.
  • Gain experience in handling crisis and suicide-related calls to develop skills in crisis counseling and suicide risk assessment.
  • Refine call documentation skills to ensure accurate records and data integrity.
  • Be available for off-hours assignments as required for operational effectiveness.
  • Complete necessary initial and ongoing training as mandated.
  • Perform additional duties as assigned by the supervisory team.
  • Fulfill pre-service training requirements, including core training within the first sixty days of employment.
  • Complete ongoing training requirements, including Trauma-Informed Care and Psychological First Aid within the first year of employment.
  • Meet all contractual obligations.
  • Maintain an average score of 80% or higher on all individual performance metrics.
Required Skills and Qualifications
  • Team Collaboration: Works towards mutually beneficial solutions and addresses conflicts collaboratively.
  • Effective Communication: Engages with individuals in a sincere and respectful manner, listening attentively and conveying ideas clearly.
  • Customer Service: Attends to details with accuracy, responds to requests promptly, and proactively identifies customer needs.
  • Adaptability: Adjusts to changes readily and maintains productivity under pressure.
  • Problem Solving: Approaches challenges as opportunities for innovative solutions.
  • Judgment: Gathers necessary information before making decisions and considers various solutions.
  • Diversity Awareness: Respects individual differences and fosters an inclusive environment.
  • Self-Management: Takes responsibility for personal behavior and adapts to changing situations effectively.
Education and Experience
  • Associate degree in a human service-related field or one year of counseling or crisis intervention experience in lieu of a degree.
  • Bilingual in Spanish is preferred.
  • Demonstrates strong organizational skills and the ability to manage multiple tasks in a dynamic environment.
  • Comfortable working with diverse populations and adaptable to various situations.
  • Proficient in both oral and written communication.
  • Exhibits leadership qualities.
  • Knowledge of Windows-based computer systems is required.
Physical Requirements and Working Conditions

Physical Demands: Ability to lift and carry up to 25 lbs. Requires sitting, climbing, balancing, hearing, using hands, and reaching with arms. Good hand-eye coordination and visual acuity are necessary for using a keyboard.

Working Environment: Primarily office-based, utilizing standard office equipment such as computers and telephones.

Travel: Minimal travel required.

Hours: Determined by assigned schedule, with availability required for holidays, evenings, and weekends.

This job description provides a general overview of the responsibilities and expectations for this position. The essential functions may change as the nature of the business evolves.

The Crisis Center of Tampa Bay is committed to equal employment opportunity and affirmative action for all applicants and employees, ensuring that all hiring and employment practices are conducted without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, or any other characteristic protected by law.