Lead Intervention Specialist- Overnight Shifts

THE CRISIS CENTER OF TAMPA BAY INC; Tampa (FL); On-site; USD 42,000 - 62,000; Full time

Job summary

The Crisis Center of Tampa Bay, Inc. seeks a Lead Intervention Specialist to oversee a designated 211 shift, ensuring effective management and high performance. The role reports to the Contact Center Supervisor and, when needed, to the Gateway Services Program Manager.

Responsibilities include crisis intervention, information referrals, QA reviews, and staff training. This position requires leadership, strong communication, and availability for varied hours.

Qualifications

• Associate degree in a human services-related field or one year crisis intervention experience substitutes for the degree.
• Effective verbal and written communication skills are required.
• Proven leadership skills and ability to train staff.

Responsibilities

• Provide crisis intervention counseling and conduct suicide lethality assessments when needed.
• Offer information and referrals via telephone, email, chat, text, and in-person.
• Provide shift leadership when supervisors are absent and participate in QA activities.
• Participate in performance reporting and maintain performance metrics.

Skills

Cooperation/Teamwork

Engaging Communication

Customer Service

Adaptability

Problem Solving

Judgment

Diversity & Inclusion

Self-Management

Education

Associate degree or crisis intervention experience substitute

Tools

Windows-based systems

Job description

Position Summary

The Lead Intervention Specialist provides oversight to a designated 211 shift to ensure effective shift management and maximum performance. The position reports to the Contact Center Supervisor and, in their absence, to the Program Manager of Gateway Services.

Strategic/Transformational Duties and Responsibilities

• Provide support to IS staff while handling crisis counseling and comprehensive information and resource referrals via telephone, email, IM chat, text messaging, and in-person.
• Serve as a liaison for employee needs while on shift, addressing needs promptly to ensure continuity of 211 services.
• Assist in the overall quality assurance process by conducting qualitative and quantitative reviews.

Transactional/Administrative Duties and Responsibilities

• Provide crisis intervention counseling and conduct suicide lethality assessments when needed.
• Ensure comprehensive information and resource referrals are offered and follow up for care coordination for persons requiring short‑term advocacy and support, including primary and secondary victims of crime.
• Provide shift leadership to employees in the absence of supervisors.
• Conduct weekly quality assurance activities and assist in training and staff development activities.
• Participate in performance reporting activities weekly, including performance metrics, special reviews, and training.
• Ensure victim advocacy and all other active rescue activities occur within expectations.
• Conduct safety checks for victims of sexual assault and/or domestic violence when appropriate.
• Complete pre‑service training requirements, including CCTB: Core Training, within the first sixty days of employment.
• Complete ongoing training requirements such as Introduction to Trauma Informed Care and Psychological First Aid within the first twelve months of employment.
• Demonstrate availability for off‑hour assignments when necessary.
• Meet all contracted deliverables.
• Maintain an average score of 80% or greater on all individual performance metrics.
• Perform other duties as assigned by the supervisory team.

Required Competencies

• Cooperation/Teamwork – Works toward win/win solutions, deals with conflict collaboratively, and develops effective relationships.
• Engaging Communication – Relates to people openly, treats them with respect, listens attentively, and communicates ideas clearly.
• Customer Service (Internal & External) – Recognizes important details, responds promptly, seeks feedback, and resolves complaints while serving long‑term customer interests.
• Adaptability – Adapts to change, works under stress with minimal supervision, and prioritizes tasks effectively.
• Problem Solving – Views problems as opportunities, anticipates potential issues, and analyzes alternatives.
• Judgment – Gathers input before decisions, sees interrelatedness between issues, and makes timely decisions.
• Valuing & Fostering Diversity – Demonstrates respect for diversity and fosters an inclusive climate.
• Self‑Management – Manages personal behavior and well‑being, remains professional, and works effectively in fast‑paced environments.

Education and Experience

• Associate’s degree in a human services‑related field.
• One year of crisis intervention experience may substitute for the degree.
• Knowledge of or ability to learn Windows‑based computer systems.
• Effective verbal and written communication skills.
• Proven leadership skills.
• Completion of Certified Crisis Worker or Victim’s Service Practitioner certification within 18 months of employment.

Knowledge, Skills and Abilities

• Know and comply with agency policies and procedures.
• Knowledge of crisis intervention and assessment skills.
• Knowledge of quality assurance/improvement tools and processes.
• Knowledge of Windows‑based operating systems and basic software programs.
• Understand and apply applicable policies and procedures.
• Employ problem‑solving techniques.
• Communicate effectively verbally and in writing.
• Work independently and establish effective relationships with others.
• Operate word processing and database programs on a personal computer.

Physical Demands / Working Conditions

Requires good hand‑eye coordination, arm, hand, and finger dexterity; good visual acuity for keyboard use; ability to sit for long periods. Duties involve more than average difficulty requiring independent judgment under general supervision. Work is performed indoors with moderate noise levels. A DCF background check is required.

Travel

Minimal travel.

Hours

Varied hours. 211 is open 365 days a year, 24 hours a day. Employees are required to work holidays, evenings, weekends, and during hurricanes or other critical incidents.

EEO Statement

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