Diversion Crisis Intervention Specialist

Crisis Center of Tampa Bay; Tampa (FL); On-site; USD 40,000 - 55,000; Full time

Job summary

The Crisis Center of Tampa Bay is seeking a Diversion Crisis Intervention Specialist to provide crucial crisis intervention and de-escalation support for individuals facing serious emotional challenges. The successful candidate will answer calls from 911 Dispatch, utilizing their skills in crisis management to resolve situations with compassion and effectiveness.

This role requires a strong understanding of safety planning and the ability to work under pressure in a fast-paced environment, along with excellent communication skills. Ideal candidates should possess an associate degree or relevant experience in human services.

Qualifications

• Must complete background screening for law enforcement access.
• Proficiency in oral and written communication required.
• Knowledge of crisis intervention and related social service issues necessary.

Responsibilities

• Provide crisis intervention and de-escalation for callers.
• Answer calls transferred from 911 Dispatch.
• Maintain accurate documentation in compliance with standards.

Skills

Crisis intervention

De-escalation

Emotional support

Active listening

Motivational interviewing

Teamwork

Problem-solving

Education

Associate degree in a human services-related field

Job description

Position Summary

The Crisis Center of Tampa Bay brings help, hope and healing to people facing serious life challenges or trauma, including sexual assault or abuse, domestic violence, financial distress, substance abuse, medical emergency, suicidal thoughts, and emotional or situational problems. The Diversion Crisis Intervention Specialist (C3) supports this mission by answering calls transferred from 911 Dispatch. The primary goal is to de‑escalate callers, provide crisis intervention and comprehensive information and referral services, and reduce 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.

Strategic and Transformational Responsibilities

• Serve as the first point of crisis contact for community members, providing immediate de‑escalation, crisis intervention, and connection to appropriate services.
• Participate in the performance quality improvement (PQI) process and use data to improve services and outcomes.
• Pursue ongoing professional development through required trainings, departmental in‑services, and learning opportunities.

Transactional and Administrative Responsibilities

• Answer calls transferred from 911 Dispatch and provide 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 independent judgment to determine appropriate levels of intervention.
• Apply de‑escalation skills, active listening, motivational interviewing techniques, and emotional support during all crisis contacts.
• Provide comprehensive information and resource referrals, with specialization in support for victims of crime, sexual assault, domestic violence, and other special populations.
• Maintain accurate, timely, and complete call documentation in accordance with organizational and grant standards.
• Uphold all applicable confidentiality standards, including HIPAA.
• Meet established performance expectations across quality assurance, documentation accuracy, de‑escalation outcomes, and referral rates.
• Perform other duties assigned by the supervisory team.

Competencies

• Cooperation/Teamwork – works toward win/win solutions and collaborates effectively.
• Engaging Communication – communicates openly, honestly, and respectfully.
• Customer Service – attends to customer details with accuracy and efficiency.
• Adaptability – adapts readily to changes and works effectively under stress.
• Problem Solving – views problems as opportunities and anticipates potential solutions.
• Judgment – makes appropriate and timely decisions.
• Valuing & Fostering Diversity – respects individual differences and fosters an inclusive climate.
• Self‑Management – takes responsibility for behavior and well‑being, works effectively under stress.

Education and Experience

• Associate degree in a human services‑related field or one year of counseling or crisis intervention experience.
• Must complete background screening and meet credentialing requirements set by the Florida Department of Law Enforcement for access to law‑enforcement dispatch centers.
• Proficiency in oral and written communication and in Windows‑based computer systems (typing 50 WPM minimum).
• Knowledge of crisis intervention, de‑escalation, safety planning, strengths‑based practice, behavioral and mental health, substance use, domestic violence, and related social service issues.
• Demonstrated ability to make high‑stakes decisions independently under pressure.
• Complete required initial and ongoing training, including Crisis Center Core Training, FCASV Advocacy Core Training, Trauma‑Informed Care, Psychological First Aid, and ASIST within the first 12 months.

Physical Demands and Working Conditions

• Must be able to lift and carry up to 25 lbs.; sit, climb, balance, and use hands for prolonged periods.
• Requires good hand‑eye coordination and visual acuity to use a keyboard.
• Duties are performed primarily in an office setting, operating computers and standard office equipment.

Travel: Minimal

Hours: Determined by assigned schedule; employees are required to work holidays, evenings, and/or weekends, and during hurricanes and other disasters or critical incidents.

The Crisis Center of Tampa Bay is committed to a policy of equal employment opportunity and affirmative action for all applicants and employees. Recruitment, hiring, training, promotion, compensation, and professional development practices are applied without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, or any other characteristic protected by federal, state, or local laws.