Position Summary

The primary responsibility of the First Responder Supervisor ensures the day-to-day functioning of the contact center operations including training and supervision of Intervention Specialists, Peer Care Coordinators and Resource Coordinators. The Supervisor is also responsible for assisting and providing leadership and coordination for staff, interns and volunteers. This position performs duties of more than average difficulty requiring reasonable initiative and independent judgment under general supervision. The First Responder Supervisor will report to the Program Manager and in their absence, to the Director.

Qualifications

A high school diploma or GED is required. The selected candidate must have lived experience as a first responder and can demonstrate resiliency through lived experiences. In addition, the ideal candidate will demonstrate experience in providing emotional support and concrete resources to first responders or their families. The candidate must demonstrate excellent organizational skills and the ability to manage multiple tasks in a fast-paced environment. Of high importance is the candidate’s experience with effective management and leadership. Comfort with diverse populations and flexibility are essential. Proficiency in oral and written communication skills, as well as demonstrated leadership ability are also required.

Duties and Responsibilities - Include, but are not limited to:

• Observe and monitor staff, interns and volunteers on a regular basis.
• 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.
• Communicate on a regular basis with division staff, interns and volunteers.
• Oversight and reporting for Telephone Reassurance program.
• Assist with Community Collaboration, Education and Advocacy projects including First Responders co-ops and Peer Support.
• Complete a minimum of 48 hours of crisis intervention training within the first year of employment
• Complete necessary documentation using approved format and communicate with counseling services regarding service accessibility
• Complete requirements for certification as Victim’s Service Provider within 12 months of employment
• Complete ACT training as required by the FCASV within 30 days of hire
• Communicate on a regular basis with service area staff and volunteers
• Have knowledge and comply with the policies and procedures of the Agency
• Expected to meet all contracted deliverables.
• Expected to maintain an average score of 80% or greater on all individual performance metrics.
• Perform other duties as assigned by supervisor or manager.

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. This position has signing authority and manages a budget.

Knowledge, Skills, and Abilities

• Know and comply with the policies and procedures of the Agency
• Knowledge of state/national accreditation and certification standards of AIRS, AAS, CONTACT USA, DCF-SAMH & FCASV.
• Knowledge of crisis intervention and assessment skills
• Knowledge of community resources
• 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 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

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- 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.

Physical Demands/Working Conditions

The physical demands described here are representative of those that allow an employee to successfully perform the essential functions of this job. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions the duties of this job. The employee is regularly required to sit and talk and is occasionally required to stand and walk. This position requires good hand-eye coordination, arm, and hand and finger dexterity, including ability to visual acuity to use keyboard. Work is performed indoors.

Working Conditions: Duties are performed primarily in an office setting. The noise level is moderate.

Travel: Minimal

Hours: Varied hours, must be flexible. The Crisis Center of Tampa Bay operates as a 24/7/365 service. Employees could be 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! Come learn more today!