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CRISIS CENTER OF TAMPA BAY

POSITION DESCRIPTION- Resource Coordinator, Veterans Program

Position Details

Job Status: Full Time, Non-Exempt

Reports to: DART Supervisor

Department: Operational Performance

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 Resource Coordinator, Veterans Program position, assists with the organizational effectiveness of the resource department by maintaining the 2-1-1 Resource Database. This position reports to the DART Supervisor and in his or her absence the Manager of Operational Performance.

Strategic/Transformational Duties and Responsibilities

• Assist with the organizational effectiveness of the resource department by maintaining the 2-1-1 Resource Database, which includes the following sub-directories: veteran support services, transportation, early childhood, alcohol/substance abuse, and mental health. In addition, the RS will review caller/client records for quality assurance; preparing reports and documentation as needed to comply with statutory and funding requirements.

Transactional/Administrative Duties and Responsibilities

• Formally update the agency and program information in the I&R database on an annual basis
• Index the I&R database and make it accessible in ways that support the I&R process using mandatory search methods as require
• Classify all programs in the I&R database using the AIRS/INFO LINE Taxonomy
• Communicate on a regular basis with division staff and volunteers
• Knowledge of and comply with HIPAA regulations
• Have knowledge of and comply with the policies and procedures of the Agency
• Expected to meet all contracted deliverables
• Expected to maintain an average score of 80% or greater on all individual performance metrics
• Perform such other 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 one's behavior and well-being; Works effectively under stress and adapting one's 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 equivalent is required
• U.S. veteran of a branch of the United States Military Forces including the Coast Guard and National Guard (honorably discharged, retired or reservist)
• Copy of DD-214 required as proof of military service
• Paid, or unpaid, peer support experience is a plus. Certified Peer Specialist - Veteran a plus
• Above average computer skills; including experience working in Microsoft Office environments is required
• Experience in working with an I&R database and knowledge of national classification standards (AIRS/INFO LINE Taxonomy) is a plus
• Complete pre-service training requirements including: CCTB Core Training within the first sixty days of employment
• Complete ongoing training requirements as prescribed including: Introduction to Trauma Informed Care, Psychological First Aid within the first twelve months of employment.
• Complete Certified Peer Specialist - Veterans within 12 months of employment

Knowledge, Skills and Abilities

• Know and comply with the policies and procedures of the Agency
• Knowledge of state/national accreditation and certification standards of AIRS, AAS & CONTACT USA
• Knowledge of community resources
• Knowledge of the method of data collection and report writing
• Knowledge of Windows-based computer operating system and basic software programs
• Ability to demonstratecommitment to customer service
• Ability to communicate effectively with others, verbally and in writing
• Ability to work well under stress
• Ability to problem solve and make decisions
• Ability to determine work priorities and ensure proper completion of work assignments
• Ability to establish and maintain effective working relationships with others
• Ability to work independently

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. This position performs duties of more than average difficulty requiring reasonable initiative and independent judgment under general supervision.

Working Conditions: Duties are performed primarily in an office setting. The noise level is moderate.

Travel: Minimal

Hours: Flexible work hours aligned to agency business hours.

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.