Community Intervention Specialist - Evening Shift

Community Intervention Specialist
- Evening Shift

Crisis Center of Tampa Bay
- Tampa, FL 33613

Position Type Full Time Job Shift Any Education Level 2 Year Degree

Travel Percentage None 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 Community Intervention Specialist (CIS) position supports this mission by providing crisis counseling as well as comprehensive information and resources referrals via telephone, chat, and in person as needed.

The CIS will also provide crisis intervention, safety planning, and connection to follow-up care services to those in need of short-term coordination. The CIS will provide advocacy and referrals for primary and secondary victims of crime, (reported or unreported) to include sexual assault, physical abuse, and domestic violence. This role requires understanding and execution of mandated reporter responsibilities. CIS staff report to the Contact Center Operations Supervisor and, in their absence, the Operations Manager of Gateway Services.

Strategic/Transformational Duties and Responsibilities

• Serve as a skilled first point of contact with the Crisis Center of Tampa Bay, linking community members with appropriate services and providing immediate crisis intervention as needed, and modeling a high standard of care in every interaction.
• Pursue ongoing professional development by actively engaging in required and available trainings, departmental in-services, and learning opportunities that strengthen practice.
• Participate in the performance quality improvement (PQI) process; use data to inform and improve services and outcomes; and contribute feedback on the accuracy and currency of the resource database as opportunities arise.

Transactional/Administrative Duties and Responsibilities

• Demonstrate proficiency in information and referral service delivery, with primary coverage of human services lines serving individuals, families, and communities in need as well as victims of crimes.
• Handle behavioral health and wellness calls on assigned crisis lines, including topics related to substance use, mental health responses to stress and stressors, and other areas within the scope of assigned line coverage.
• Apply de-escalation skills, active listening, and emotional support techniques during all crisis-related contacts to promote stabilization and positive coping.
• Demonstrate competency in crisis intervention, safety planning, and suicide lethality assessment; recognize and respond to crisis at any point in a contact, regardless of line specialization.
• Apply motivational interviewing techniques to support client engagement, ambivalence exploration, and movement toward positive change.
• Maintain accurate, timely, and complete call documentation in accordance with organizational standards to ensure data integrity and quality record-keeping.
• Demonstrate availability for off-hours assignments as required to support service area coverage, including holidays and during disasters or critical incidents.
• Uphold all applicable confidentiality standards, including HIPAA and organizational confidentiality policies, in every aspect of service delivery and documentation.
• Meet established performance expectations across quality assurance, documentation accuracy, follow-up referral rates, referral quality, and other metrics as defined by supervisory and contracted requirements. All staff working within the program share the responsibility to meet contract requirements around call answer rate.
• Perform other such duties as may be assigned by the supervisory team for which training has been provided.

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, and 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;…