Intern, Gateway Call Center- Fall Semester

Job Details Location: Crisis Center of Tampa Bay, Tampa, FL 33613 Position Type: Internship Education Level: 2 Year Degree Salary Range: $14.00 - $14.00 Travel Percentage: None Job Shift: Any Job Category: Nonprofit - Social Services 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 Intervention Specialist (IS) provides crisis counseling, comprehensive information and resource referrals via telephone, chat, and in person. The IS also offers crisis intervention, safety planning, and connects clients to follow‐up care services. The IS advocates and refers primary and secondary victims of crime—reported or unreported—including sexual assault, physical abuse, and domestic violence, while fulfilling mandated reporter responsibilities. Strategic/Transformational Duties and Responsibilities Serve as a skilled first point of contact, linking community members with appropriate services and providing immediate crisis intervention while modeling a high standard of care. Pursue ongoing professional development through required and available trainings, departmental in‑services, and other learning opportunities that strengthen practice. Participate in the performance quality improvement (PQI) process; use data to inform and improve services and outcomes and contribute feedback on the accuracy and currency of the resource database. Transactional/Administrative Duties and Responsibilities Demonstrate proficiency in information and referral service delivery, covering general human services lines and behavioral health crisis lines, including lines for veterans, first responders, and other special populations. Handle behavioral health and wellness calls on assigned crisis lines, covering substance use, mental health responses to stress, and other areas within the scope of coverage. Apply de‑escalation skills, active listening, and emotional support techniques during all crisis contacts to promote stabilization and positive coping. Demonstrate competency in crisis intervention, safety planning, and suicide lethality assessment; recognize and respond to crisis at any point in a contact, regardless of line specialization. Apply motivational interviewing techniques to support client engagement, ambivalence exploration, and movement toward positive change. Maintain accurate, timely, and complete call documentation in accordance with organizational standards to ensure data integrity and quality record‑keeping. Demonstrate availability for off‑hours assignments as required to support coverage, including holidays, disasters, or critical incidents. Uphold all applicable confidentiality standards, including HIPAA and organizational policies, in every aspect of service delivery and documentation. Meet established performance expectations across quality assurance, documentation accuracy, follow‑up referral rates, referral quality, and other metrics defined by supervisory and contractual requirements. Perform other duties as assigned by the supervisory team that training has been provided for. Required Competencies Cooperation/Teamwork – Works toward win/win solutions, deals with conflict collaboratively, discusses root causes, and develops effective relationships. Engaging Communication – Relates to people openly, honestly, and sincerely; treats people with respect; listens attentively; communicates ideas clearly; and communicates appropriately with leadership and coworkers. Customer Service (Internal & External) – Recognizes important details with accuracy, treats customers courteously, responds to requests timely, seeks feedback, and resolves complaints responsibly. Adaptability – Adapts readily to changes, works effectively under stress, requires minimal supervision, and maintains productivity and composure under pressure. Problem Solving – Views problems as opportunities, anticipates potential problems, and analyzes alternative solutions. Judgment – Gathers sufficient input before making decisions, considers alternatives, and makes appropriate timely decisions. Valuing & Fostering Diversity – Demonstrates respect for differences and establishes a climate where all feel comfortable and productive through sensitivity, empathy, and acceptance of diversity. Self‑Management – Takes responsibility for one’s behavior and well‑being, works effectively under stress, adapts to changing situations, and maintains a professional demeanor. Education and Experience Associate degree in a human service‑related field OR one year counseling or crisis intervention experience in lieu of degree OR active student in a participating college or university to qualify for the internship program. Bilingual in Spanish preferred. Excellent organizational skills and the ability to manage multiple tasks simultaneously in a fast‑paced environment. Comfort and/or experience working with individuals from diverse cultural, socioeconomic, and mental health backgrounds, with flexibility to adapt service approaches. Proficiency in oral and written communication skills, including typing. Proficiency in Windows‑based computer systems; skill in word processing and database programs. Complete required initial and ongoing training within the first sixty days of employment and within twelve months of hire, including Crisis Center Core Training, FCASV Advocacy Core Training, Introduction to Trauma‑Informed Care, and Psychological First Aid. Physical Demands / Working Conditions Must be able to lift and carry up to 25 lbs. The role requires sitting, climbing or balancing, hearing, using hands, tasting/smelling, stooping, kneeling, crouching, crawling, standing, walking, talking, and reaching with hands and arms. Good hand‑eye coordination, arm, hand, and finger dexterity, and visual acuity to use a keyboard are required. Must be able to sit for prolonged periods of time. Duties are performed primarily in an office setting with standard office equipment such as telephone, copier, and printer. Hours Hours are determined by assigned schedule. Gateway Services is open 365 days a year, 24 hours a day. Employees are required to work holidays, evenings, weekends, and during hurricanes and other disasters or critical incidents. Equal Employment Opportunity Statement The Crisis Center of Tampa Bay 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, genetic information, marital status, or any other characteristic protected by federal, state, or local laws, regulations, or ordinances. DCF Clearinghouse clearance needed for this role #J-18808-Ljbffr Crisis Center of Tampa Bay