Intervention Specialist - Tier III, Law Enforcement Programs, TPD

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 – 911 Dispatch position supports this mission by providing crisis counseling as well as comprehensive information and resources referrals via telephone within 911 Dispatch. The Specialist’s primary responsibility to is answer calls transferred by 911 Dispatch with the goal of deescalating callers, providing crisis intervention and ultimately reducing the need for law enforcement response. The Intervention Specialist reports to the Contact Center Supervisor and in his/her absence the Program Manager of Gateway Services. 

This position is located within 911 Dispatch.

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 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.)
• Completes required initial and ongoing training as needed.
• Demonstrate mastery on customer service on information and referral lines for basic human services (individual, family, and social services) as well as special population-specific support (e.g., veterans, first responders).
• 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.
• Refine accurate and efficient call documentation skills to ensure high-quality records and data integrity.
• 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 leaders