Advocacy Care Coordinator- Ruskin Location

Position Summary

The Crisis Center of Tampa Bay brings help, hope and healing to people facing serious life challenges due to the trauma of sexual assault or abuse, domestic violence, medical emergency, suicidal thoughts, chronic emotional or situational stress. The primary responsibility for the Care Coordinator is to provide services through a trauma-informed framework and increase the client/family supports and provide linkages to services that improve the quality of life for clients/families.

Strategic/TransformationalDuties and Responsibilities

• Provide exceptional customer service and care coordination to clients referred to Corbett Trauma Center from community partners or internal referrals.
• Inform and educate clients, including children and non-offending care givers, on the unique benefits of trauma reduction services.
• Identify client barriers to trauma therapy appointments.
• Assist clients with resources to address barriers and connection to trauma therapy.
• With clients consent communicate updates to community partners.

Transactional/AdministrativeDuties and Responsibilities

• Provide direct client services to the community by the prescribed methodology; perform crisis intervention and advocacy to meet various needs in a variety of community settings to improve quality of life as it is affected by trauma and victimization.
• Conduct and document triage and fact-finding interviews in order to assess basic and (long-term household) needs and identify services best suited to address concerns, information and referral activities, warm referral and assistance with navigation of local system of care, and community resource linkages.
• Collaborate with internal and external programs to assist referred clients.
• Maintain relationships and ongoing communication with community agencies who are providing case management and (household) supports in order to effectively coordinate services on behalf of the client and their families.
• Engage in person/family-centered, strengths-based practice that includes adults, teens, youth and children.
• Proactively address and implement solutions to issues effecting clients active participation in the healing process.
• Document client case records accurately and in a timely manner (within 24 hours) following protocol by writing comprehensive case notes, Care Coordination plans, reports, and other pertinent information used to document contacts, resources used, and client needs in conformance with local, state and federal guidelines.
• Complete customer satisfaction surveys as required.
• Complete and submit required reporting information as required.
• Complete and submit appropriate (time) logs as required.
• Staff all cases a minimum of once per month, or as needed, with supervisor.
• Attend outreach events to increase awareness of Crisis Center services to community members.
• Attend all required training and engage in other training curricula and activities mutually agreed to with the supervisor that enhances ability to perform duties of this position.
• Adhere to the written Policies and Procedures.
• Perform such other duties as may be assigned by the supervisor.

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 ones behavior and well-being; Working effectively under stress and adapting ones style to changing situations; Comfortable working in a fast paced environment, and needs minimal supervision; Exhibiting a professional demeanor.

Education and Experience

• Bachelors degree in mental health or social services field.
• Minimum of one year case management or service referral experience.
• Knowledge of social services, trauma informed care principles, and crisis intervention skills required.
• Complete 30-hour self-study (within 30 days of hire) training through the Florida Council Against Sexual Violence including role plays and on the job requirements.
• Must have a valid Florida State Drivers License and be able to drive in the state.

Knowledge, Skills and Abilities

• Knowledge of crisis intervention and case management skills.
• Knowledge of child development and family dynamics.
• Knowledge of strengths-based, person/family-centered practice.
• Knowledge of System of Care principles.
• 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 for compensation or meet VOCA demographics.
• Knowledge of and comply with the policies, procedures, and goals of the Agency and our collaborative partnership projects.
• Knowledge of Windows based computer operating system.
• Knowledge of community resources.
• Ability to collect and evaluate data.
• Ability to communicate effectively verbally and in writing.
• Ability to document case records and client contacts accurately.
• Ability to work independently.
• Ability to establish and maintain effective working relationships with others.
• Ability to problem solve and make decisions independently.
• Ability to organize and prioritize work.
• Ability to prepare reports relating to clients, contracts, and grants.
• Knowledge of and comply with policies and procedures of funding sources including Department of Health
• Skill in the operation of a word processing software program on a personal computer.
• Skill in interviewing clients to identify personal, legal, social and economic needs.
• Skill in dealing with social service clients under stressful situations.
• Must understand and incorporate culturally and linguistically appropriate services.
• Must be able to work independently 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. Ability 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: Work is performed indoors and outdoors. While performing the duties of this position sometimes the employee travels by automobile driving in Hillsborough County and possibly limited times outside of the county. Travel will be required to reach community locations for services. The employer does not provide a vehicle, but mileage is reimbursed, the Care Coordinator must have reliable transportation. The Care Coordinator will periodically encounter difficult or complex clients, as well as volatile individuals, and should be trained in Trauma Informed Care, Mental Health First Aid, Psychological First Aid, and personal safety. The noise level is moderate.

Travel: Regular local travel required.

Hours: Corbett Trauma Center is open Monday through Friday from 8am-5pm. This is a full-time position with work times based on this schedule but schedule may be modified based on need. Employees are not required to work holidays, however, there may be some periodic evening or weekend hours and during hurricanes and times of disasters.

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.