Call Center Supervisor, Tier II - SAMHSA

Job Details

Job Location

Bearss Home Office - Tampa, FL

Position Type

Full Time

Education Level

4 Year Degree

Travel Percentage

None

Job Shift

Job Category

Nonprofit - Social Services

Description

CRISIS CENTER OF TAMPA BAY

POSITION DESCRIPTION- Contact Center Supervisor- Tier 2

Position Details

Job Status : Full Time, Exempt

Reports to : Program Manager of Gateway Services

Department : Gateway

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 Supervisor's primary responsibility is to ensure the daily operations of the contact center. This position reports to the Program Manager of Gateway Services and in his or her absence the Director of Gateway Services.

Strategic / Transformational Duties and Responsibilities

• Ensure the day-to-day functioning of the contact center operations including training and supervision of Intervention Specialists
• Provide leadership and coordination for staff, interns, and volunteers.
• Participate in the performance quality improvement (PQI) process and use data to improve services and outcomes.

Transactional / Administrative Duties and Responsibilities

• Regularly observe and monitor staff, interns, and volunteers, providing support to staff working with clients in high acuity situations that require supervisory intervention.
• Assist with training, supervision and evaluation of staff, interns and volunteers as required.
• Conduct formal performance reviews of staff, including annual evaluation of all direct reports. Review application of information and referral skills as well as crisis counseling and de-escalation skills, identify strengths and opportunities for improvement, and make recommendations for additional training in consultation with Training staff.
• Recommend program design modifications as needed to ensure program supports and innovations in mental and behavioral health service navigation.
• Encourage development of suicide lethality assessment and suicide intervention skills, especially regarding the development of Tier 2 Intervention Specialists to Tier 3.
• Demonstrate availability for off hours assignments when necessary for Contact Center functioning.
• Communicate on a regular basis with division staff, interns, and volunteers.
• Conduct call monitoring for quality improvement and training purposes.
• Complete contact center performance reports as indicated for quality improvement. Utilize a performance-based management approach and understanding of key performance indicators to make data driven evaluations for operational success.
• Collaborate with program leadership to ensure efficient dissemination of all policy, procedure, and program changes, and assist with implementation of new programs.

Meet all contracted deliverables.

• 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 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; crisis intervention training and two years of experience may be substituted for educational requirements.
• Ability to type at 30 computer WPM and knowledge and ability to learn computer system required.
• 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 Counseling and FCASV Advocacy Core training within first sixty days of employment.
• Complete ongoing training requirements as prescribed including : Introduction to Trauma Informed Care, Psychological First Aid within the first twelve months of employment.
• Complete requirements for Certified Crisis Worker or Victim's Service Practitioner within 18 months of employment.

Knowledge, Skills and Abilities

• Know and comply with the policies and procedures of the Agency.
• Knowledge of state / national accreditation and certification standards of INFORM USA, AAS, DCF-SAMHSA & FCASV.
• 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.
• Knowledge of Window based computer operating system and basic software programs.
• 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 long periods of time.

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 moderate.

Travel : Minimal

Hours : Varied hours, must be flexible. 211 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.

This job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give a general sense of the responsibilities and expectations of this position.

As the nature of business demands change so, too, may the essential functions of this position .

CCTB is committed to a policy of equal employment opportunity and affirmative action for our applicants and employees. It is our policy to apply recruiting, hiring, training, promotion, compensation, and professional development practices without regard to actual or perceived race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability or certain classifications based on genetic information, marital status, or any other characteristic protected by federal, state, or local laws, regulations or ordinances.

Updated May 2024