Position Summary: To develop and carry out strategies to engage First Responders by cultivating and maintaining positive productive connections with First Responders and the organizations to which they are connected.  Organize and assist with facilitation of the SunCoast Alliance for First Responders (SAFR). This includes collection of data, written reports and recruitment and retention of members of SAFR.

Essential Duties and Responsibilities include the following. Other duties may be assigned to meet business needs. 

• Advance the mission of the Crisis Center by recruiting first responders for open positions
•  Identify and create new connections to first responder organizations and strengthen existing relationships to raise the profile of First Responder Services
•  In collaboration with the Marketing team, create and implement strategies to increase utilization of the Hero Line by first responders and their families
• Attend and assist with Crisis Center fundraising events, including third-party sponsored events, specific to raising funds for sustainability of First Responder Services
• Maintain a climate of professionalism, integrity, advocacy, and confidentiality
• Have knowledge of and comply with the policies and procedures of the Agency
• Perform other such duties as may be assigned by supervisor and the VP Client Services 
• Develop reports and procedures around custom report generation requests
• Ensure reports are completed on time and delivered to the requester in the timeline and format agreed upon
• Forecasting staffing trends to ensure forecasting goals are met 
• Lead and assist the supervisors in managing the daily affairs of the Contact Center ensuring the smooth operation 24/7 operations
• In conjunction with the Contact Center Supervisors, ensure the entire Contact Center workforce to ensure daily operations are covered 24/7 and agents are meeting all service levels 
• Collaborate with the Contact Center Supervisors to ensure smooth Contact Center operations, including the development of policies and procedures and ensure all current standard operating procedures are posted on the department intranet
• Provide coaching, monitoring, mentoring to all Contact Center Supervisors monthly, quarterly, annually, and as operational or behavioral issues arise
• Provide support and coaching to staff as needed 
• Ensure the entire 2-1-1 Contact Center staff quarterly and annual evaluations are completed on-time
• Monitor Contact Center activities to determine training needs for agents and work with the Contact Center Retention Manager to coordinate training 
• Perform contact center quality trainings as needed to ensure agents have the skills and knowledge to meet standards, contractual requirements, and service goals 
• Work with internal IT vendors to ensure systems are working appropriately 
• Serve as escalated point of contact for supervisors to resolve customer service issues and department complaints as well as handle all emerging incidents being reported
• Ensure all Contact Center reports are signed by the Vice President of Programs and Services and gets submitted on-time based on agreed contractual requirements and/or statements of work
• Serve and participate in meetings, committees, community activities and outreach events as required
• Ensures agents adhere to the latest version of the Service Point, Alliance if Information and Referral Standards and Quality Indicators for Professional Information and Referral, American Association of Suicidology standards, and any local or state contract requirements or standards. 
• Ensure that AIRS Standards are followed and that AAS and DCF certification are up to date and valid
• Participate and develop proactive teams that achieve departmental and company goals
• Follow all organization’s policies, practices, and procedures

Qualification/Requirements:

•  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 vital 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 innovative 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.
• Excellent verbal communication, customer service and time management skills
• Ability to read, analyze and interpret documents.  Ability to write routine reports and correspondence.  Ability to respond to common inquiries or complaints from clients or members of the community.  Ability to effectively present information in one-on-one and small group situations to clients and other employees of the organization
• Ability to add, subtract, multiply and divide.  Ability to problem solve and manage a variety of concrete variables in situations where only limited standardization exists.  Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form
• Ability to define problems, collect data, establish facts and draw valid conclusions.  
• Strong data entry skills 
• Proficient personal computer skills including e-mail, recordkeeping, routine database activity, word processing, spreadsheet, graphics, etc. 
• Ability to handle multiple tasks simultaneously
• Ability to work in a fast paced environment

Education/Training/Experience

• First Responder or former first responder with at least three-year experience 
• Bachelor’s degree required
• Established relationships with a diverse group of first responder organizations with an emphasis on individual first responders
• Demonstrated public speaking skills and experience
• Strong work ethic and self-management skills
• Professional wardrobe and appearance appropriate to diverse settings
• Excellent communication skills, oral and written
• Public speaking skills and experience
• Excellent organizational skills
• Understand the Crisis Center’s impact to the community and have a passion for the mission
• Ability to work independently, problem solve, and make decisions
• Ability to organize, prioritize projects, and produce work in a timely manner
• Ability to establish and maintain effective working relationships with others
• Skills in operating a variety of software programs on a  personal computer
• Alliance of Information and Referral Services (AIRS) and American Association of Suicidology (AAS) knowledge preferred
• AIRS CIRS National Certification preferred
• Knowledge of Health and human services background required
• Experience with federal, state and local government benefit programs preferred
• Bilingual skills (English/Spanish) preferred