Call Center Supervisor, Law Enforcement Program

Position Summary

The Crisis Center of Tampa Bay’s Contact Center Supervisor (911 Dispatch) oversees Intervention Specialists who answer calls transferred by 911 Dispatch. The goal is to deescalate callers, provide crisis intervention, and reduce the need for law enforcement response. The supervisor reports to the Program Manager of Gateway Services and, in their absence, the Director of Gateway Services. The role is collocated between the Tampa Police Department Dispatch Center and the Gateway Contact Center.

• Ensure day‑to‑day functioning of the Dispatch Collaboration, including training and supervision of Intervention Specialists.
• Provide leadership and coordination for staff.
• Facilitate the performance quality improvement process and use data to improve services and outcomes.

• Support ongoing training for staff, interns, and volunteers.
• Facilitate performance quality improvement and quality assurance processes required by grant and internal metrics.
• Conduct formal performance reviews of staff, including annual evaluations of all direct reports; review application of information and referral skills; provide coaching; identify strengths and opportunities for improvement; recommend additional training in consultation with training staff.
• Engage staff in one‑on‑one supervision/coaching to support programmatic efforts and individual growth.
• Collaborate with other leaders on special projects and reporting requirements.
• Be available for off‑hour assignments as necessary for Contact Center functioning.
• Communicate and collaborate effectively 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.
• Assist leadership with special projects and reporting requirements for 911 dispatch.
• Meet all contracted deliverables.
• Perform such other duties as may be assigned by supervisor.
• Complete additional training requirements as required by the Police Department to be compliant with Florida Department of Law Enforcement criteria for working in dispatch centers.

• Cooperation/Teamwork – Work toward win/win solutions, address conflict collaboratively, discuss root causes of problems, and build effective working relationships.
• Engaging Communication – Relate to people in an open, honest, sincere manner; listen attentively; communicate clearly; treat people with respect; be friendly and approachable.
• Customer Service (Internal & External) – Recognize important details accurately, respond promptly, elicit feedback, consider both short‑ and long‑term interests of customers, and take proactive steps to serve customers’ long‑term interests.
• Adaptability – Adapt readily to changes, work effectively under stress, operate with minimal supervision, remain reliable, and prioritize work to achieve clear goals.
• Problem Solving – View problems as opportunities, anticipate potential issues, analyze alternative solutions, and anticipate potential problems for proactive planning.
• Judgment – Gather sufficient input, consider alternative solutions, see interrelatedness between issues, and make appropriate and timely decisions.
• Valuing & Fostering Diversity – Demonstrate respect for individual differences and create a climate of comfort and productivity through empathy and acceptance of diversity.
• Self‑Management – Take responsibility for behavior and well‑being, work well under stress, and exhibit a professional demeanor.

• Bachelor’s degree in crisis intervention training and three years of experience may substitute for educational requirements.
• Type at 30 words per minute on a computer and be able to learn computer systems.
• Hold a valid Florida driver’s license and have insured personal transportation.
• Communicate verbally and in written documentation.
• Proven leadership skills.
• Competence in suicide and crisis intervention.
• Complete pre‑service training requirements, including CCTB Core Counseling and FCASV Advocacy Core training within the first sixty days of employment.
• Compl…