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 Diversion Crisis Intervention Specialist (C3) supports this mission by answering calls transferred from 911 Dispatch, with the primary goal of de-escalating callers, providing crisis intervention and comprehensive information and referral services, and reducing the need for law enforcement response. This role requires exceptional judgment around safety planning, a strong understanding of crisis intervention in high-acuity contexts, and the ability to work effectively within the fast-paced, high stakes environment of a law enforcement dispatch center. The C3 reports to the Diversion Program Supervisor and, in their absence, the Manager of First Responder and Veterans Programs.
This position is located within 911 Dispatch Center but can report to Crisis Center locations during disasters or critical incidents.
Strategic/Transformational Duties and Responsibilities
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Serve as a skilled first point of crisis contact for community members transferred from 911 Dispatch, providing immediate de-escalation, crisis intervention, and connection to appropriate services - modeling a high standard of care and sound professional judgment in every interaction.
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Participate in the performance quality improvement (PQI) process; use data to inform and improve services and outcomes for the populations served by the C3 program.
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Pursue ongoing professional development by actively engaging in required and available trainings, departmental in-services, and learning opportunities that strengthen crisis intervention practice and first responder cultural competency.
Transactional/Administrative Duties and Responsibilities
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Answer calls transferred from 911 Dispatch and provide immediate, high-quality crisis intervention, including de-escalation, emotional support, and safety planning, with the goal of resolving contacts through crisis services rather than law enforcement response.
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Demonstrate competency in crisis intervention, safety planning, and suicide lethality assessment; exercise excellent and independent judgment in determining the appropriate level of safety planning and intervention for each contact.
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Apply de-escalation skills, active listening, motivational interviewing techniques, and emotional support during all crisis contacts to promote stabilization and positive coping.
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Provide comprehensive information and resource referrals for human services, with specialization in support for victims of crime (reported or unreported), including sexual assault, domestic violence, and physical abuse, as well as first responders, veterans, and other special populations.
- Maintain accurate, timely, and complete call documentation in accordance with organizational and grant standards to ensure data integrity and quality record-keeping.
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Uphold all applicable confidentiality standards, including HIPAA and organizational confidentiality policies, in every aspect of service delivery and documentation.
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Meet established performance expectations across quality assurance, documentation accuracy, de-escalation outcomes, follow-up referral rates, and other metrics as defined by supervisory and contracted requirements.
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Perform other such duties as may be assigned by the supervisory team that has been trained to perform.
Required Competencies
- Cooperation/Teamwork - Works toward win/win solutions; deals with conflict collaboratively; discusses root causes underlying the problem; develops effective working relationships.
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Engaging Communication - Relates to people in an open, honest, and sincere manner; treats people with respect; is friendly and approachable; listens attentively to others; communicates ideas clearly; communicates appropriately with leadership and coworkers.
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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.
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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.
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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.
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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.
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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
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Associate degree in a human services-related field OR one year of counseling or crisis intervention experience in lieu of degree.
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Must successfully complete a background screening and meet all credentialing requirements set by the Florida Department of Law Enforcement (FDLE) for access to and work within law enforcement dispatch centers; continued employment is contingent on maintaining compliance with these requirements.
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Proficiency in oral and written communication skills.
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Proficiency in Windows-based computer systems; skill in word processing and database programs; ability to type at 50 WPM minimum.
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Knowledge of crisis intervention, de-escalation, safety planning, and strengths-based, person- and family-centered practice.
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Knowledge of behavioral and mental health, substance use, domestic violence, victimization, and related social service issues relevant to populations served through 911 diversion.
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Demonstrated ability to work, problem-solve, and make high-stakes decisions independently under pressure.
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Complete required initial and ongoing training as needed, including Crisis Center Core Training and FCASV Advocacy Core Training within the first sixty days of employment. Complete Introduction to Trauma-Informed Care and Psychological First Aid within twelve months of hire. Complete Applied Suicide Intervention Skills Training (ASIST) within the first twelve months of employment.
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Complete additional training requirements as required by Police Department to comply with Florida Department of Law Enforcement criteria for working in dispatch centers.
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: Determined by assigned schedule. Gateway Services 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.
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.
The Crisis Center of Tampa Bay 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. This position requires DCF Clearinghouse clearance https://info.flclearinghouse.com.
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Name Date
Updated May 2026
