Call Center Supervisor, Law Enforcement Program

Job DetailsJob Location: Crisis Center of Tampa Bay - Tampa, FL 33613Position Type: Full TimeEducation Level: 2 Year DegreeTravel Percentage: Up to 25%Job Shift: DayJob Category: Nonprofit - Social ServicesPosition 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 Contact Center Supervisor- 911 Dispatch’s primary responsibility is to oversee Intervention Specialist answering calls transferred by 911 Dispatch with the goal of deescalating callers, providing crisis intervention and ultimately reducing the need for law enforcement response.   This position reports to the Program Manager of Gateway Services and in their absence the Director of Gateway Services.

 This position is collocated between Tampa Police Department Dispatch Center and the Gateway Contact Center.

Strategic/Transformational Duties and Responsibilities

Ensures the day-to-day functioning of the Dispatch Collaboration including training and supervision of Intervention Specialists.
The Supervisor is responsible for assisting and providing leadership and coordination for staff.
Facilitates the performance quality improvement process and use data to improve services and outcomes.

Transactional/Administrative Duties and Responsibilities

Support and provide on-going training to  staff, interns, and volunteers on a regular basis.
Facilitate Performance Quality Improvement and quality assurance processes required by grant and internal metrics.
Conduct formal performance reviews of staff, including annual evaluation of all direct reports. Review application of information and referral skills, provide coaching where necessary, identify strengths and opportunities for improvement, and make recommendations for additional training in consultation with Training staff.
Engage staff in one on one supervision/coaching to support programmatic efforts including individual growth
Collaborate with other leaders on special projects and reporting requirements
Demonstrate availability for off hours assignments when necessary for Contact Center functioning.
Effectively communicate and collaborate with all staff and volunteers.
Facilitate community outreach, education and advocacy efforts  
Complete a minimum of 48 hours of crisis intervention training within the first year of employment
Assists leadership with special projects and reporting requirements for 911 dispatch
Expected to meet all contracted deliverables.
Perform such other duties as may be assigned by supervisor.
Complete additional training requirements as required by Police Department to be complaint with Florida Department of Law Enforcement criteria for working in dispatch centers.

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