Crisis Intervention Counselor

1 week ago

Tampa, Florida, United States The Crisis Center of Tampa Bay Inc. Full time
Job Overview Location Bearss Home Office - Tampa, FL Employment Type Full Time Educational Requirement High School Travel Requirement Minimal Shift Type Flexible Sector Nonprofit - Social Services Position Summary

Role Overview

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

Reports to: Contact Center Supervisor

The Crisis Center of Tampa Bay is dedicated to providing assistance, hope, and recovery to individuals confronting significant life challenges or trauma stemming from incidents such as sexual assault, domestic violence, financial hardship, substance misuse, medical emergencies, suicidal ideation, and emotional distress.

The role of the Crisis Intervention Counselor is pivotal in fulfilling this mission by delivering crisis support and extensive information and resource referrals through various communication channels including phone, IM chat, text, and face-to-face interactions. The Counselor will also conduct safety checks and provide specialized follow-up support for individuals requiring short-term care coordination related to mental health or early childhood issues. This position involves advocating for and referring primary and secondary victims of crime, including those affected by sexual assault, physical abuse, and domestic violence.

Key Responsibilities

  • Provide outstanding customer service as the initial point of contact for the Crisis Center, 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 comprehensive information and resource referrals, along with follow-up for care coordination services for individuals needing short-term advocacy and support, including victims of crime.
  • Exhibit proficiency in customer service on information and referral lines for essential human services, including specialized support for distinct populations.
  • Handle mental and behavioral health inquiries on crisis hotlines, addressing topics such as substance use and mental health responses to stress.
  • Deliver exceptional customer service during crisis-related calls, employing de-escalation techniques and emotional support strategies to foster positive coping mechanisms.
  • Develop skills in suicide intervention and conduct suicide lethality assessments.
  • Refine call documentation skills to ensure high-quality records and data integrity.
  • Be available for off-hours assignments as needed for service area operations.
  • Complete required training, including initial and ongoing educational programs.
  • Perform additional duties as assigned by the supervisory team.
  • Fulfill pre-service training requirements, including core training within the first sixty days of employment.
  • Meet all prescribed ongoing training requirements within the first year of employment.
  • Achieve all contracted deliverables and maintain an average score of 80% or higher on individual performance metrics.

Essential Competencies

  • Team Collaboration - Works towards mutually beneficial solutions and engages in collaborative conflict resolution.
  • Effective Communication - Engages with individuals sincerely and respectfully, listening attentively and conveying ideas clearly.
  • Customer Service Excellence - Attends to details with accuracy, responds promptly to customer requests, and proactively identifies customer needs.
  • Adaptability - Adjusts readily to changes and maintains productivity under pressure.
  • Problem Solving - Views challenges as opportunities for innovative solutions.
  • Judgment - Gathers sufficient information before making decisions and considers various solutions.
  • Diversity Awareness - Demonstrates respect for individual differences and fosters an inclusive environment.
  • Self-Management - Takes responsibility for personal behavior and well-being, exhibiting professionalism in all situations.

Qualifications

  • Associate degree in a human service-related field or one year of counseling or crisis intervention experience in lieu of a degree.
  • Experience as a first responder or former first responder with at least two years of experience.
  • Established relationships with diverse first responder organizations.
  • Bilingual in Spanish preferred.
  • Excellent organizational skills and the ability to manage multiple tasks effectively.
  • Comfortable working with diverse populations and adaptable to various situations.
  • Strong oral and written communication skills.
  • Demonstrated leadership capabilities.
  • Knowledge of Windows-based computer systems required.

Physical Requirements

Physical Demands: Ability to lift and carry up to 25 lbs. Must be able to sit, stand, walk, talk, and reach with hands and arms. Requires good hand-eye coordination and dexterity.

Working Environment: Primarily in an office setting, operating standard office equipment.

Travel: Minimal

Hours: Determined by assigned schedule, with the expectation of working holidays, evenings, and weekends as necessary.

This job description provides a general overview of the responsibilities and expectations of 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, ensuring that all recruitment, hiring, training, promotion, and compensation practices are conducted without discrimination.

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