Diversion Crisis Intervention Specialist

Job Location:

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

Travel Percentage :
Negligible.

Job Shift: Any. Job Category:
Nonprofit
- Social Services.

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 Crisis Intervention Specialist (C3) supports this mission by answering calls transferred from 911 Dispatch, with the primary goal of de‑escalating callers, providing crisis intervention and comprehensive information and referral services, and reducing the need for law enforcement response. This role requires exceptional judgment around safety planning, a strong understanding of crisis intervention in high-acuity contexts, and the ability to work effectively within the fast-paced, high-stakes environment of a law enforcement dispatch center.

The C3 reports to the Diversion Program Supervisor and, in their absence, the Manager of First Responder and Veterans Programs.

This position is located within 911 Dispatch Center but can report to Crisis Center locations during disasters or critical incidents.

• Serve as a skilled first point of crisis contact for community members transferred from 911 Dispatch, providing immediate de‑escalation, crisis intervention, and connection to appropriate services – modeling a high standard of care and sound professional judgment in every interaction.
• Participate in the performance quality improvement (PQI) process; use data to inform and improve services and outcomes for the populations served by the C3 program.
• Pursue ongoing professional development by actively engaging in required and available trainings, departmental in‑services, and learning opportunities that strengthen crisis intervention practice and first responder cultural competency.

• Answer calls transferred from 911 Dispatch and provide immediate, high-quality crisis intervention, including de‑escalation, emotional support, and safety planning, with the goal of resolving contacts through crisis services rather than law enforcement response.
• Demonstrate competency in crisis intervention, safety planning, and suicide lethality assessment; exercise excellent and independent judgment in determining the appropriate level of safety planning and intervention for each contact.
• Apply de‑escalation skills, active listening, motivational interviewing techniques, and emotional support during all crisis contacts to promote stabilization and positive coping.
• Provide comprehensive information and resource referrals for human services, with specialization in support for victims of crime (reported or unreported), including sexual assault, domestic violence, and physical abuse, as well as first responders, veterans, and other special populations.
• Maintain accurate, timely, and complete call documentation in accordance with organizational and grant standards to ensure data integrity and quality record‑keeping.
• 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, de‑escalation outcomes, follow‑up referral rates, and other metrics as defined by supervisory and contracted requirements.
• Perform other such duties as may be assigned by the supervisory team that has been trained to perform.

• 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…