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Intervention Specialist - Veteran Specific Peer

  • Crisis Center of Tampa Bay
  • 14901 Crisis Center Plaza, Tampa, FL, USA
  • Feb 07, 2020
Full time Customer Service Health Care Nonprofit-Social Services

Job Description

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.