Adult 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 Adult Care Coordinator supports this mission by coordinating the implementation of services to clients, staff, and community partners to support the achievement of the organizations goals. The Specialized Care Coordinator provides comprehensive system navigation and support through intake, screening, assessment, referral, and linkages to appropriate services; via telephone, email, IM/Chat, text messaging and in-person. The Specialized Care Coordinator reports to the Manager of Care Coordination and, in their absence, the Director of Clinical Services.

Strategic/Transformational Duties and Responsibilities

• Provide support through short term care for clients.
• Provide support and training for staff and community agencies on program related topics.
• Analyze trends for follow-ups and provide implementation strategies, training, and/or procedural improvement ideas.

Transactional/Administrative Duties and Responsibilities

The duties and responsibilities of the Lead Care Coordinator will evolve as the role develops. They include but are not limited to:

• Knowledgeable of CFBHN Care Coordination programming, requirements, and tracking.
• Implement and organize outreach in collaboration with internal and external partners to aid in referral sources and community support.
• Provide comprehensive information and resource referrals; and offer follow-up or care coordination services for persons needing short-term advocacy and support, including primary and secondary victims of crime (reported or unreported).
• Implement time limited programs for specialty follow ups as directed by Client Services Leadership.
• Provide exceptional customer service during intake, screening, assessment, and referrals to special programs.
• Implement care coordination programming to support funding of program.
• Knowledgeable and experienced in crisis and suicide-related calls to develop crisis counseling and suicide lethality assessment skills.
• Refine accurate and efficient call documentation skills to ensure high-quality records and data integrity.
• Advocate for victims as needed.
• 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 and Psychological First Aid within the first twelve months of employment.
• Meet all contracted and internal deliverables.

• Perform other such duties as may be assigned by Client Services Leadership.
• Work collaboratively on new initiatives or projects established by Client Services Leadership.

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 service-related field preferred, or Crisis Center experience with the suicide hotline and Care Coordination.
• 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.
• Demonstrated leadership ability.
• Knowledge of Windows based computer systems required.

Physical Demands/Working Conditions

Physical Requirement: Must have ability to lift and carry up to 25 lbs. Employee must be at to sit, climb or balance, hear, use hands, taste/smell, stoop, kneel, crouch, crawl, stand, walk, talk, and reach with hands and arms. The position 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 prolonged periods of time.

Working Conditions: Duties are performed primarily in an office setting. Operates computer and standard office equipment such as telephone and copier/printer.

Travel: Minimal

Hours: M-F 8:00 5:00 occasional evenings and weekends requested.

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.