Director Of First Responder And Veteran Programs

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 Director of First Responder and Veteran Programs primary responsibility is the implementation, management, supervision, and evaluation of the statewide initiatives for First Responders and Veteran services. agencys Gateway contact center. This position reports to the Vice President of Client Services and in their absence, the Chief Operating Officer.

Strategic/Transformational Duties and Responsibilities

• Responsible for creating a seamless, client focused, high quality delivery system of education, outreach, information and referral, and intervention services for First Responders and Veterans experiencing major life challenges relating to depression, suicidal thoughts, sexual assault and abuse, emotional trauma, or other major stressors. The Director manages all areas relating to the department including training, supervising, and evaluating staff; maintaining accrediting standards; initiating new programs or services; networking in the community and building community awareness.

• Responsible for the statewide subcontractors for the First Responders and Veterans programs

• Involves staff and other stakeholders in the performance quality improvement (PQI) process and uses data to improve services and outcomes.

Transactional/Administrative Duties and Responsibilities

• Plans the delivery of the First Responder and Veterans programs within the Gateway Contact Center with the goal of providing a seamless delivery of services to clients facing major life challenges.

• Develops key performance metrics and protocols that help the call center staff focus on and achieve performance drivers.

• Provides supervision, development and performance management to the Gateway Services First Responder and Veterans team; creates a staff capable of providing high quality, responsive and coordinated services with minimal supervision and oversight; model performance expectations and standards.

• Monitors client feedback to ensure that the agency is providing clients with an extraordinary experience.

• Initiates program or process improvements and takes corrective action as needed.

• Identifies gaps in service, prepares plans to address these gaps and, under the direction of the VP of Client Services, seeks funding to meet these needs.

• Shares client information and needs with funding and planning bodies. Builds community partnerships and alliances with other agencies and organizations as needs are identified.

• Develops and implements policies and procedures for all programs and ensures compliance with regulatory guidelines, standards, and rules.

• Monitors program performance and reports progress and outcomes to agency leadership and funding sources.

• Markets programs to the community and represents the Agency at appropriate meetings and task forces.

• Oversees budget preparation and management, taking corrective actions as needed to achieve financial sustainability within Gateway.

• Identifies and applies for funding to support related programs or create new services.

• Performs 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 ones behavior and well-being; Works effectively under stress and adapting ones style to changing situations; Comfortable working in a fast-paced environment and needs minimal supervision; Exhibits a professional demeanor.

Education and Experience

• Bachelors degree in a social or human services related field.

• Minimum of five years of supervisory and managerial experience, program planning and development, community relations and knowledge of prevention and crisis intervention techniques required.

• Demonstrated leadership and relationship skills.

• Proven leadership skills with a history of direct supervision of staff

• Team player who is passionate about the agencys mission

• Able to integrate diverse programs and services into a seamless whole.

• Committed to collaboration and partnership building

• Possess above average IT and database management knowledge.

Knowledge, Skills, and Abilities

• Knowledge of contact center operations; current trends and best practices.

• Knowledge of state/national accreditation and certification standards of InformUSA, AAS, DCF-SAMH & FCASV.

• Knowledge of First Responder and Veteran culture.

• Knowledge of Care Coordination practices Knowledge of crisis intervention and assessment skills and social service issues.

• Ability to review and revise systems and processes to maximize the efficiency with which information is gained, while minimizing paperwork and reporting requirements.

• Understanding of trauma informed care and how trauma plays in part for so many of the people who come to the Crisis Center for service.

• Critical thinking skills and ability to view programs and services from a systems perspective.

• Knowledge of contract administration and management.

• Thorough knowledge and understanding of services provided by each of the involved programs.

• Experience using Performance Metrics and Outcome Reporting.

• Excellent project management and organizational skills; proven ability to manage multiple projects and achieve results.

• Excellent communications (oral, written, and presentation) skills.