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 primary responsibility of the Manager of Let’s Talk is to ensure organizational effectiveness by providing administrative and logistical oversight of the Let’s Talk team within Gateway Services.  In addition, the Manager of Let’s Talk provides support and consultation to the Behavioral Health Ambassador.  The Ambassadors represent the Crisis Center of Tampa Bay on local, statewide, and national committees, focus groups, panels, etc., as it pertains to behavioral health and specifically, the Let’s Talk line.  This position performs various complex tasks requiring creativity and latitude, including developing and implementing program strategies, practices, and procedures in collaboration with the Gateway leadership team.  This position reports to the Director - Gateway Services and, in their absence, the Vice President - Client Services.
Duties and Responsibilities
• Provide primary oversight of contact center operations and functions, resource, and call center staff, specifically the Let’s Talk team
• Maintain and improves contact center operations by monitoring performance, processes, and practice in support of the Agency’s mission and goals
• Provide supervision for direct reports to include hiring, orienting, training, assigning, coaching, performance management, corrective action, and termination; administer scheduling systems; communicate job expectations, planning monitoring; enforce agency and departmental policies and procedures
• Oversee quality control and provide support to Resource department to achieve performance standards where applicable
• Prepares and submits Let’s Talk performance reports and resource services performance reports by collecting, analyzing, and summarizing data and trends
• Maintains professional and technical knowledge by tracking emerging trends in community information exchanges; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state –of-the-art practices; participating in professional societies
• Gather and coordinate information, resolve operations discrepancies and liaison with external technical services team as applicable.
• Develop, implement, and audit procedures and protocols related to systems and flow of information for the Let’s Talk line
• Monitor weekly and monthly performance of team members through quality assurance and improvement activities
• The Let’s Talk manager is expected to meet all internal and contracted performance deliverables
• Perform other administrative and leadership functions as dictated by service area needs
Supervisor Responsibilities
• Directly supervises employees.  Performs supervisory responsibilities by managing and allocating employee resources in accordance with company policies, applicable laws, and company initiatives/goals.  Responsibilities include interviewing, hiring, training, and developing employees; planning, assigning, and directing work (including scheduling); appraising performance; rewarding, coaching, and disciplining employees; addressing complaints and resolving problems.  Acts as a change agent and develops a high-performing team in the spirit of exceptional service to all internal and external partners.
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, 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 decisions.
• Valuing & Fostering Diversity - Demonstrates respect for individual differences and establishing a climate where all people can be comfortable and productive through sensitivity, empathy, and acceptance of cultural, racial, mental health, and socio-economic diversity.
• Self-Management - Takes responsibility for one’s behavior and well-being; Works effectively under stress and adapting one’s style to changing situations; Comfortable working in a fast-paced environment and needs minimal supervision; Exhibits a professional demeanor.
Education and Experience
• Bachelor’s degree in a related field
• Experience working with behavioral health consumers is highly desirable.
• At least two (4) years of experience in human services or public health/safety or closely aligned work.
• At least two (2) years of experience in a leadership role
• Excellent computer skills, familiarity with relational databases, windows-based software, and telephone systems.
• Strong leadership and problem-solving skills.
• Proficiency in verbal and written communication.
• Ability to work independently and as a team member is required.
• Comfort with diversity and a fast-paced environment is required.
Knowledge, Skills, and Abilities
• This position serves on the Crisis Center of Tampa Bay’s Performance Quality Improvement Committee.  Members of this committee need to understand (or ability to learn) the strategic implications and outcomes of services; appreciate the significance of stakeholders and providing the best possible service; can review data received across the organization; can brainstorm opportunities for improvement and change; and foster positive communication inside and outside of the team regarding the progress and outcomes.
• Knowledge of contact center operations; current trends, promising and best practices.
• Knowledge of crisis intervention and assessment skills and social service issues.
• Knowledge of Process Improvement practices.
• Ability to manage people and teams.
• Knowledge of community resources.
• Ability to demonstrate proficiency with MS Word, Excel, Outlook, and other Call Center related computer programs/software.
• Ability to be flexible and quickly adapt to changing organizational needs and processes.
• Ability to understand and apply applicable policies and procedures.
• Ability to utilize problem solving techniques.
• Ability to communicate effectively verbally and in writing.
• Ability to work independently.
• Ability to establish and maintain effective working relationships with others.
Physical Demands/Working Conditions
Physical Requirement: The position requires good hand-eye coordination, arm, and hand and finger dexterity, including ability to visual acuity to use a keyboard.  Must be able to sit for long periods of time.  Work is performed indoors.
Working Conditions : Duties are performed primarily in an office setting.  On occasion will require the use of personal automobile to travel to meetings and could be exposed to changing weather.  The noise level is generally quiet.
Travel : Minimal; local, state, and national travel may be required for meetings, conferences, and trainings.
Hours : M-F regular business hours, with flexible scheduling based on management needs related to coverage and call volume.  The Gateway is open 365 days a year 24-hours a day.  Employee may be required to work some holidays, evenings, and/or weekends.  Exempt employees may be required to work during hurricanes and times of disasters.