3 Customer Service vet jobs

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 primary responsibility of the Intervention Specialist – Veteran Specific Peer (ISVS) is to apply the tools developed in his/her own recovery/experiences as well as the philosophy and values of the Florida Peer Network in order to: build connections with callers to the Veterans Support Warm Line; maintain mutuality; and move towards a new way of being, within the new relationship being built with the individual caller. The ISVS will collaborate, coach, and challenge individuals in viewing the crisis as an opportunity for growth and change; within each individual’s recovery process. The ISVS will provide support through systems navigation, comprehensive information and resource referral provision to Federal VA services and other behavior health services available to the veteran.  Strategic/Transformational Duties and Responsibilities The purpose of this position is to build connections through personal recovery and experience though the Veterans Support Line to connect Veterans with community resources and peer support. Transactional/Administrative Duties and Responsibilities Fully understand and be able to actively implement the values, philosophy and standards of the Recovery Peer Specialist certification. Demonstrate competency in the field of peer recovery. Model relationship building, based on the tenets of peer support, with callers, volunteers and coworkers. Model the attributes of respect, trust, sensitivity and confidentiality to callers, volunteers and coworkers. Actively participate in ongoing supervision, training and team meetings. 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 a within the first twelve months of employment. Complete Certified Peer Specialist - Veterans within 12 months of employment. 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 supervisory team.   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 - Demonstrating 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- Taking of responsibility for one’s behavior and well-being; Working effectively under stress and adapting one’s style to changing situations; Comfortable working in a fast paced environment, and needs minimal supervision; Exhibiting a professional demeanor. Education and Experience High school diploma or equivalent is required. 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 preferred. Certified Peer Specialist - Veteran preferred. Basic computer skills; including receiving and sending emails is required. Knowledge, Skills and Abilities Knowledge of and compliance with the policies and procedures of the Agency Knowledge of and compliance with peer recovery standards of the Florida Certification Board Knowledge of personal recovery Ability to understand and apply applicable policies and procedures Ability to be “emotionally present”; recognize when you are not, seek support and communicate this to the assigned supervisor Ability to work with diverse populations and accept differences in perspective and values Skill in operation of a word processing program on a personal computer 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.  Working Conditions : Duties are performed primarily in an office setting. On occasion will require the use of personal automobile to travel to meetings and could be exposed to changing weather.  The noise level is moderate. Travel : Minimal Hours : Varied hours, must be flexible. 2-1-1 is open 365 days a year 24-hours a day.  Employees are required to work holidays, evenings, and/or weekends; and during hurricanes and other times of disasters/critical incidents.

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 Care Coordinator-Veterans and Peers Initiatives (CCVPI) assigned to Mission United 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 CCVPI also provides support and training for staff and community agencies on program related topics. This position reports to the Manager –Veterans and Peers Initiatives (MVPI) and in his or her absence the Senior Director – Gateway Services. Duties and Responsibilities Performs needs and comprehensive assessments 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 veterans and families in the development of service implementation plans Counsels veterans 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 Particular competence with veterans, homelessness, economic, and housing supportive services issues Advocates on behalf of veterans 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 Conducts community and home visits (if needed) related to veterans’ needs; 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 MVPI   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 -Demonstrating 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 -Taking of responsibility for one’s behavior and well-being; Working effectively under stress and adapting one’s style to changing situations; Comfortable working in a fast paced environment, and needs minimal supervision; Exhibiting a professional demeanor.   Education and Experience Bachelor’s degree or currently seeking with major course work in social work, psychology or other field closely related field 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 Experience working with the veteran population highly desirable At least two (2) years of experience in social case work, counseling, eligibility determination, social service or community resource referral, or closely related work Bilingual in Spanish preferred 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, so varied schedule may be required.  Employee may be required to work some holidays, evenings, and/or weekends. 

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