Diversion Program Supervisor

Job Details

Job Location:

Tampa Police Department Communication Center
- Tampa, FL 33602 Position Type:
Full Time Education Level: 2 Year Degree

Travel Percentage :
Up to 25%

Job Shift: Day Job Category:
Nonprofit
- Social Services Position Details

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 Diversion Program Supervisor oversees the C3 Specialists who answer calls transferred from 911 Dispatch, with the goal of de‑escalating callers, providing crisis intervention and comprehensive information and referral services, and ultimately reducing the need for law enforcement response.

This position requires both strong supervisory skills and a deep understanding of how crisis services and law enforcement systems intersect, as well as plays a central role in maintaining the operational integrity of the C3 program and building the interagency relationships that make it effective. This position reports to the Manager of First Responder and Veteran Programs and, in their absence, the Director of First Responder and Veteran Programs.

This position is co‑located between 911 Dispatch Center and Gateway Services.

• Ensure the day‑to‑day operational integrity of the C3 Specialist team, including the supervision, training, and professional development of C3 Specialists, with a focus on building competency in first responder culture, trauma‑informed care, and high‑acuity crisis intervention.
• Drive the program’s long‑term impact by identifying opportunities to strengthen the continuum of care accessed by community members diverted from law enforcement response; contribute to program development, outcome tracking, and funder reporting in support of program sustainability and growth.
• Advance interoperability between Gateway contact center hotline services and law enforcement dispatch by collaborating with dispatch supervisors and leadership to align protocols, improve handoff processes, and ensure seamless, effective service delivery across both systems.
• Contribute to the C3 program’s readiness for expansion to additional law enforcement partners by helping to document effective practices, identify replicable protocols, and support planning efforts as the program grows.
• Participate in the performance quality improvement (PQI) process; use data to drive informed decisions that improve services and outcomes for the populations served.

• Provide direct supervision to C3 Specialists, including ongoing coaching, formal performance reviews, corrective action, and recognition; communicate clear job expectations and hold direct reports accountable for program and quality outcomes.
• Conduct formal performance evaluations of all direct reports, including review of call quality, information and referral skills, documentation accuracy, and crisis intervention competency; identify strengths and development opportunities and make recommendations for additional training.
• Facilitate quality assurance processes required by grant and internal performance metrics; ensure staff meet established expectations around call quality, documentation accuracy, de‑escalation outcomes, and follow‑up completion.
• Uphold all applicable confidentiality standards, including HIPAA and organizational confidentiality policies, across all aspects of supervisory practice and program operations.
• Maintain and strengthen collaborative relationships with dispatch supervisors and leadership; serve as a…