Crisis Center Of Tampa Bay Tampa , FL 33602
Posted 6 days ago
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 Gateway Services primary responsibility is the implementation, management, supervision and evaluation of the agencys Gateway contact center. This position reports to the Vice President of Client Services and in his or her absence the Chief Operating Officer.
Strategic/Transformational Duties and Responsibilities
Transactional/Administrative Duties and Responsibilities
Plans the delivery of 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 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
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 crisis intervention and assessment skills and social service issues.
Ability to review and revise systems and processes so as to maximize the efficiency with which information is gained, while minimizing paper work 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.
Crisis Center Of Tampa Bay