Intervention Specialist - Overnight Shift

Job Details

Job Location: Bearss Home Office - Tampa, FL 33613Position Type: Full TimeEducation Level: 2 Year DegreeTravel Percentage: NegligibleJob Shift: AnyJob Category: Nonprofit - Social Services

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 Intervention Specialist position supports this mission by providing crisis counseling as well as comprehensive information and resources referrals via telephone, IM chat, and text message and in person. The Intervention Specialist will also perform safety and reassurance checks; and offer specialized follow-up care to persons in need of short-term care coordination as it relates to mental health, or early childhood concerns. The IS will provide advocacy and referrals for primary and secondary victims of crime, (reported or unreported) to include sexual assault, physical abuse, and domestic violence. The Intervention Specialist reports to the Contact Center Supervisor and in his/her absence the Program Manager of Gateway Services. 

Strategic/Transformational Duties and Responsibilities

• Provides exceptional customer service as the first point of contact with the Crisis Center of Tampa Bay by linking community members with appropriate services and providing immediate crisis intervention as necessary.
• Participates in the performance quality improvement (PQI) process and uses data to improve services and outcomes.

Transactional/Administrative Duties and Responsibilities

• Provides exceptional customer service during crisis intervention, counseling, and suicide lethality assessments.
• Provides comprehensive information and resource referrals; and offers follow up for care coordination services for persons needing short-term advocacy and support, including primary and secondary victims of crime (reported or unreported.)
• Demonstrates availability for off hours assignments when necessary for service area functioning.
• Completes required initial and ongoing training as needed.
• Demonstrates mastery on customer service on all lines, information and referral, specialty lines (veterans, first responder, mental health and substance use) and the suicide hotline.
• Serves as a primary contact for handling callers in crisis and suicide-related  needs
• Performs other such duties as may be assigned by the supervisory team.
• Completes pre-service training requirements including: CCTB Core Training within the first sixty days of employment.
• Completes ongoing training requirements as prescribed including Introduction to Trauma Informed Care, Psychological First Aid within the first twelve months of employment.
• Expected to meet all contracted deliverables.
• Expected to maintain an average score of 80% or greater on all individual performance metrics.

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 cust