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Contact Center Supervisor - 988 Program

The Crisis Center

Location: Tampa, Florida
Type: Non-Remote
Posted on: September 15, 2022
This job is no longer available from the source.
SCOPE OF WORK
The 988 Supervisor is responsible for ensuring that the needs callers to 988 are met in a trauma-informed service delivery capacity.  The Supervisor provides direct supervision to 988 Intervention Specialists and ensures compliance to program policies and procedures for delivering client-centered services for people experiencing crisis and suicide concerns.   This position frequently provides direct services to victims in complex circumstances that require a higher level of intervention skills.  This position is responsible for operational compliance with contracts and funders.  This position performs duties of moderate difficulty requiring the frequent exercise of initiative and independent judgment under general direction.  The Supervisor reports to the Gateway 988 Program Manager and in their absence to the Director of Gateway.
Strategic/Transformational Duties and Responsibilities
Ensures the day-to-day functioning of the contact center operations including training and supervision of 988 Intervention Specialists.  The Supervisor is responsible for assisting and providing leadership and coordination for staff, interns, and volunteers.
Transactional/Administrative Duties and Responsibilities
• Supervises direct service providers (Intervention Specialists) to effectively facilitate the provision of direct services through a seamless delivery of services to callers who are in crisis and/or experiencing suicide concerns.
• Oversee Quality Control functions and report on QC issues on a weekly basis.
• Assist with training, supervision and evaluation of staff, interns and volunteers as required.
• Conduct formal performance reviews of staff.
• Demonstrate availability for off hours assignments when necessary for Contact Center functioning.
• Maintain communicate with department staff, interns, and volunteers.
• Oversight and reporting for Telephone Reassurance program.
• Responsible for all contract deliverables, per funder.
• Expected to maintain an average score of 80% or greater on all individual performance metrics.
• Perform such other duties as may be assigned by supervisor.
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 key 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 - Demonstrating 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 - Taking of responsibility for one’s behavior and well-being; Working effectively under stress and adapting one’s style to changing situations; Comfortable working in a fast-paced environment and needs minimal supervision; Exhibiting a professional demeanor.
Education and Experience
• Bachelor’s degree with crisis intervention training and two years of experience in behavioral health or human services
• Ideal candidate will have two years of experience in supervising direct service staff
• Valid Florida driver license and insured personal transportation also required.
• Ability to communicate verbally and in written documentation.
• Proven leadership skills.
• Complete pre-service training requirements including: CCTB Core Training including Florida Council Against Sexual Violence (FCASV) Advocacy Core training within first sixty days of employment
• Certification in Applied Suicide Intervention Skills (ASIST) at hire
• Qualified candidates can be granted six months after hire to complete certification
• Complete requirements for Certified Crisis Worker or Victim’s Service Practitioner within 12 months of employment
Knowledge, Skills, and Abilities
• Know and comply with the policies and procedures of the Agency
• Knowledge of crisis intervention and active listening skills
• Knowledge of community resources
• Knowledge of the method of data collection
• Knowledge of basic supervisory principles and practices
• Proficient in Windows-based computer operating system including Excel and Word
• Ability to evaluate the performance standards of staff in terms of Agency requirements and standards
• Ability to oversee and supervise staff and volunteers
• Ability to determine work priorities, assign work, and ensure proper completion of work assignments
• Ability to understand and respond to written and verbal communication
• Ability to prepare correspondence and administrative reports
• Ability to problem solve and make decisions
• Ability to collect and evaluate data
• Ability to work independently
• Ability to establish and maintain effective working relationships with others
• Skill in the operation of word processing and database programs on a personal computer
Physical Demands/Working Conditions
Physical Requirement: 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 extended periods of time.
Working Conditions : Duties are performed primarily in an office setting.  On occasion will require the use of a personal automobile to travel to meetings and could be exposed to changing weather.  The noise level is moderate.
Travel : Minimal
Hours : Varied hours, must be flexible.  The Gateway is open 365 days a year 24-hours a day.  Employees are required to work holidays, evenings, and/or weekends; and during hurricanes and other times of disasters/critical incidents.
Join Us!
The Crisis Center of Tampa Bay is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The Crisis Center of Tampa Bay is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. The Crisis Center of Tampa Bay will consider any equivalent combination of knowledge, skills, education, and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.  We want you to be YOU, and you’re encouraged to apply today!