The Crisis Center of Tampa Bay Inc.
Call Center Supervisor, Tier II - SAMHSA
The Crisis Center of Tampa Bay Inc., Tampa, Florida, us, 33646
Job Location:
Bearss Home Office - Tampa, FL
Position Type:
Full Time
Education Level:
4 Year Degree
Travel Percentage:
None
Job Shift:
Any
Job Category:
Nonprofit - Social Services
CRISIS CENTER OF TAMPA BAYPOSITION DESCRIPTION- Contact Center Supervisor- Tier 2Job Status:
Full Time, Exempt
Reports to:
Program Manager of Gateway Services
Department:
Gateway
Position SummaryThe 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 Supervisor's primary responsibility is to ensure the daily operations of the contact center. This position reports to the Program Manager of Gateway Services and in his or her absence the Director of Gateway Services.
Strategic/Transformational Duties and Responsibilities
Ensure the day-to-day functioning of the contact center operations including training and supervision of Intervention Specialists.
Provide leadership and coordination for staff, interns, and volunteers.
Participate in the performance quality improvement (PQI) process and use data to improve services and outcomes.
Transactional/Administrative Duties and Responsibilities
Regularly observe and monitor staff, interns, and volunteers, providing support to staff working with clients in high acuity situations that require supervisory intervention.
Assist with training, supervision and evaluation of staff, interns and volunteers as required.
Conduct formal performance reviews of staff, including annual evaluation of all direct reports.
Recommend program design modifications as needed to ensure program supports and innovations in mental and behavioral health service navigation.
Encourage development of suicide lethality assessment and suicide intervention skills.
Demonstrate availability for off hours assignments when necessary for Contact Center functioning.
Conduct call monitoring for quality improvement and training purposes.
Complete contact center performance reports as indicated for quality improvement.
Collaborate with program leadership to ensure efficient dissemination of all policy, procedure, and program changes.
Maintain an average score of 80% or greater on all individual performance metrics.
Perform such other duties as may be assigned by supervisor.
Required Competencies
Cooperation/Teamwork:
Works toward win/win solutions.
Engaging Communication:
Relates to people in an open, honest, sincere manner.
Customer Service:
Recognizes and attends to important details with accuracy and efficiency.
Adaptability:
Adapts readily to changes.
Problem Solving:
Views problems as opportunities to create new solutions.
Judgment:
Gathers sufficient input before making decisions.
Valuing & Fostering Diversity:
Demonstrates respect for individual differences.
Self-Management:
Takes responsibility for one's behavior and well-being.
Education and Experience
Bachelor's degree; crisis intervention training and two years of experience may be substituted for educational requirements.
Ability to type at 30 computer WPM and knowledge and ability to learn computer system required.
Valid Florida driver license and insured personal transportation also required.
Ability to communicate verbally and in written documentation.
Proven leadership skills.
Complete pre-service training requirements within first sixty days of employment.
Complete ongoing training requirements as prescribed.
Complete requirements for Certified Crisis Worker or Victim's Service Practitioner within 18 months of employment.
Knowledge, Skills and Abilities
Know and comply with the policies and procedures of the Agency.
Knowledge of state/national accreditation and certification standards.
Knowledge of crisis intervention and active listening skills.
Knowledge of community resources.
Knowledge of basic supervisory principles and practices.
Ability to evaluate the performance standards of staff.
Ability to oversee and supervise staff and volunteers.
Ability to prepare correspondence and administrative reports.
Ability to problem solve and make decisions.
Ability to work independently.
Physical Demands/Working ConditionsPhysical Requirement:
Requires good hand-eye coordination, arm, and hand and finger dexterity.
Working Conditions:
Duties are performed primarily in an office setting.
Travel:
Minimal
Hours:
Varied hours, must be flexible.
This job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give a general sense of the responsibilities and expectations of this position.
CCTB is committed to a policy of equal employment opportunity and affirmative action for our applicants and employees.
Updated May 2024
#J-18808-Ljbffr
Bearss Home Office - Tampa, FL
Position Type:
Full Time
Education Level:
4 Year Degree
Travel Percentage:
None
Job Shift:
Any
Job Category:
Nonprofit - Social Services
CRISIS CENTER OF TAMPA BAYPOSITION DESCRIPTION- Contact Center Supervisor- Tier 2Job Status:
Full Time, Exempt
Reports to:
Program Manager of Gateway Services
Department:
Gateway
Position SummaryThe 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 Supervisor's primary responsibility is to ensure the daily operations of the contact center. This position reports to the Program Manager of Gateway Services and in his or her absence the Director of Gateway Services.
Strategic/Transformational Duties and Responsibilities
Ensure the day-to-day functioning of the contact center operations including training and supervision of Intervention Specialists.
Provide leadership and coordination for staff, interns, and volunteers.
Participate in the performance quality improvement (PQI) process and use data to improve services and outcomes.
Transactional/Administrative Duties and Responsibilities
Regularly observe and monitor staff, interns, and volunteers, providing support to staff working with clients in high acuity situations that require supervisory intervention.
Assist with training, supervision and evaluation of staff, interns and volunteers as required.
Conduct formal performance reviews of staff, including annual evaluation of all direct reports.
Recommend program design modifications as needed to ensure program supports and innovations in mental and behavioral health service navigation.
Encourage development of suicide lethality assessment and suicide intervention skills.
Demonstrate availability for off hours assignments when necessary for Contact Center functioning.
Conduct call monitoring for quality improvement and training purposes.
Complete contact center performance reports as indicated for quality improvement.
Collaborate with program leadership to ensure efficient dissemination of all policy, procedure, and program changes.
Maintain an average score of 80% or greater on all individual performance metrics.
Perform such other duties as may be assigned by supervisor.
Required Competencies
Cooperation/Teamwork:
Works toward win/win solutions.
Engaging Communication:
Relates to people in an open, honest, sincere manner.
Customer Service:
Recognizes and attends to important details with accuracy and efficiency.
Adaptability:
Adapts readily to changes.
Problem Solving:
Views problems as opportunities to create new solutions.
Judgment:
Gathers sufficient input before making decisions.
Valuing & Fostering Diversity:
Demonstrates respect for individual differences.
Self-Management:
Takes responsibility for one's behavior and well-being.
Education and Experience
Bachelor's degree; crisis intervention training and two years of experience may be substituted for educational requirements.
Ability to type at 30 computer WPM and knowledge and ability to learn computer system required.
Valid Florida driver license and insured personal transportation also required.
Ability to communicate verbally and in written documentation.
Proven leadership skills.
Complete pre-service training requirements within first sixty days of employment.
Complete ongoing training requirements as prescribed.
Complete requirements for Certified Crisis Worker or Victim's Service Practitioner within 18 months of employment.
Knowledge, Skills and Abilities
Know and comply with the policies and procedures of the Agency.
Knowledge of state/national accreditation and certification standards.
Knowledge of crisis intervention and active listening skills.
Knowledge of community resources.
Knowledge of basic supervisory principles and practices.
Ability to evaluate the performance standards of staff.
Ability to oversee and supervise staff and volunteers.
Ability to prepare correspondence and administrative reports.
Ability to problem solve and make decisions.
Ability to work independently.
Physical Demands/Working ConditionsPhysical Requirement:
Requires good hand-eye coordination, arm, and hand and finger dexterity.
Working Conditions:
Duties are performed primarily in an office setting.
Travel:
Minimal
Hours:
Varied hours, must be flexible.
This job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give a general sense of the responsibilities and expectations of this position.
CCTB is committed to a policy of equal employment opportunity and affirmative action for our applicants and employees.
Updated May 2024
#J-18808-Ljbffr