Care Coordinator, Veterans' and Peers' Initiatives

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 Veteran Care Coordinator will provide comprehensive system navigation and support through intake, screening, assessment, referral and linkages to behavioral health services;

via telephone, email, IM/Chat, text messaging and in‑person for clients with mental health concerns or identified suicidal ideation of low to moderate lethality. The Coordinator also provides support and training for staff and community agencies on program‑related topics. This position reports to the Contact Center Supervisor – Veteran Program and, in their absence, the Program Manager of Gateway Services.

• Performs needs and comprehensive assessments for veterans and/or their family members
• Coordinates care plans, service plans, with veterans and their families to address their needs and to facilitate referral to appropriate treatment or service providers or facilities
• Engages veterans and families in service implementation plans with the goal of increasing support and connection to resources
• Counsels veterans and/or their families to facilitate achieving service plan goals, developing life skills, and/or sustaining success and wellness; conducts activities and monitors the service environment in a manner to maximize veterans’ success and well‑being
• Demonstrates competence with the VA system and benefits, veterans, homelessness, economic, and housing supportive services issues
• Advocates on behalf of veterans and families for services, basic needs, and other related issues
• Composes or prepares correspondence, case notes, narrative and technical reports, notifications, and related documents using computer‑based applications
• Conducts comprehensive, person‑centered social work activities in accordance with best practices
• Conducts community visits (if needed) related to veterans’ needs; provides follow‑up and monitors service delivery and care environments
• Stays abreast of community resources and procedures for referring clients to appropriate resources
• Provides crisis prevention, intervention, and support as needed
• Participates in the performance quality improvement (PQI) process, and uses data to improve services and outcomes
• Performs other duties as may be assigned by the supervisor

• 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 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. Elicits feedback from customers to monitor their satisfaction. Considers both short and long‑term interests of the customer in making service decisions. Proactively identifies customer needs. Takes responsibility to resolve customer complaints. Takes business or personal risks to serve customers’ long‑term interests.
  
  Creates strategies to help the organization serve customers more effectively.
• Adaptability – Adapts readily to changes. Works effectively under stress. Needs minimal supervision. Comfortable working in a fast‑paced environment. Is reliable, dependable and results‑oriented. Maintains productivity and composure under pressure. Effectively prioritizes work and establishes clear goals and plans.
• Problem Solving – Views problems as opportunities to create new solutions. Anticipates potential problems and analyzes alternative solutions.
• Judgment – Gathers sufficient input before making decisions. Sees interrelatedness between issues. Considers alternative solutions. Makes appropriate and timely…