First Responder Care Coordinator

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 First Responder Care Coordinator will provide comprehensive system navigation and support through intake, screening, assessment, referral and linkages to behavioral health services; via telephone, email, IM/Chat, text messaging and in-person for clients with mental health concerns or identified suicidal ideation of low to moderate lethality. The First Responder Care Coordinator also provides support and training for staff and community agencies on program related topics. This position reports to the Contact Center Supervisor- First Responder Program and in their absence the Program Manager of Gateway Services.

Duties and Responsibilities

• Performs needs and comprehensive assessments for first responders and/or their family members

• Coordinates care plans, service plans, with veterans and their families to address their needs and to facilitate referral to appropriate treatment or service providers or facilities

• Engages first responders and families in service implementation plans with the goal of increasing support and connection to resources

• Counsels first responders and/or their families to facilitate achieving service plan goals, developing life skills, and/or sustaining success and wellness; conducts activities and monitors the service environment in a manner to maximize veterans success and well-being

• Demonstrates competence with first responder culture, including benefits economic, and housing supportive services issues

• Advocates on behalf of first responders and families for services, basic needs, and other related issues

• Composes or prepares correspondence, case notes, narrative and technical reports, notifications, and related documents using computer-based applications

• Conducts comprehensive, person-centered social work activities in accordance with best practices

• Engages in community visits related to first responders (police stations, fire stations, etc.) to build connection Provides follow-up and monitors service delivery and care environments

• Stays abreast of community resources and procedures for referring clients to appropriate resources

• Provides crisis prevention, intervention, and support as needed

• Participates in the performance quality improvement (PQI) process, and uses data to improve services and outcomes

• Performs other such duties as may be assigned by the 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

• High school diploma or GED

• Candidate must have lived experience as a first responder and can demonstrate resiliency through lived experiences.

• Provides emotional support and concrete resources to first responders or their families.

• Exhibits excellent organizational skills and the ability to manage multiple tasks in a fast-paced environment.

• Comfort with diverse populations and flexibility are essential.

• Proficiency in oral and written communication skills.

Knowledge, Skills and Abilities

• Ability to communicate effectively with a diverse audience

• Knowledge of general interviewing practices and/or techniques; knowledge of social work and counseling practices and techniques, including crisis prevention and intervention

• Knowledge of Windows based computer system and Microsoft Office Suite required

• Knowledge of crisis intervention and case management skills

• Knowledge of strengths-based, person/family-centered practice

• Knowledge of addiction, mental and behavioral health diagnoses, poverty, intergenerational culture, domestic violence and victimization issues

• Knowledge of and comply with HIPAA regulations

• Knowledge of and compliance with Mandatory Child Abuse Reporting laws

• Knowledge of and compliance with VOCA on behalf of clients who are eligible

• Knowledge of community resources

• Knowledge of and ability to incorporate culturally and linguistically appropriate services.

• Ability to comply with the policies, procedures, and goals of the agency and our collaborative partnership projects

• Ability to collect and evaluate data

• Ability to complete home visits based on the needs of the family

• Ability to communicate effectively verbally and in writing

• Ability to create and present information in small and large group settings

• Ability to document case records and client contacts accurately

• Ability to work, problem solve and make decisions independently

• Ability to establish and maintain effective working relationships with others

• Ability to organize and prioritize work

• Ability to prepare narrative reports, relating to work, contracts, and grants

• Skill in the operation of a word processing software program on a personal computer

• Skill in interviewing to identify personal, legal, social and economic needs

• Skill in dealing with social service clients under stressful situations

• Skills to identify risk factors regarding safety

Physical Demands/Working Conditions

Physical Requirement: Requires good hand-eye coordination, arm, and hand and finger dexterity, including ability to visual acuity to use a keyboard. Must be able to sit for long periods of time. While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, talk, walk, sit, and utilize computer equipment for extended periods of time.

Working Conditions: Duties are performed primarily in an office setting. Must be able to operate a computer and standard office equipment such as telephone and copier/printer. The Coordinator is also required to travel in their personal vehicle. The Coordinator will periodically encounter difficult or complex clients, as well as volatile individuals, and should be/or will be trained in Trauma Informed Care, Mental Health First Aid, Psychological First Aid, and personal safety. The noise level is quiet to moderate depending on location.

Travel: Minimal. The work will require driving in Hillsborough County and possibly limited times outside of the county to various locations.

Hours: M-F 8:00am 5:00pm. However, this position is based on the schedule and needs of the families. Employee may be required to work some holidays, evenings, and/or weekends.

This job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give a general sense of the responsibilities and expectations of this position. As the nature of business demands change so, too, may the essential functions of this position.

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