Diversion Program Supervisor

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 Program Supervisor oversees the C3 Specialists who answer calls transferred from 911 Dispatch, with the goal of de-escalating callers, providing crisis intervention and comprehensive information and referral services, and ultimately reducing the need for law enforcement response. This position requires both strong supervisory skills and a deep understanding of how crisis services and law enforcement systems intersect, as well as plays a central role in maintaining the operational integrity of the C3 program and building the interagency relationships that make it effective. This position reports to the Manager of First Responder and Veteran Programs and, in their absence, the Director of First Responder and Veteran Programs.

This position is co-located between 911 Dispatch Center and Gateway Services.

Strategic/Transformational Duties and Responsibilities

• Ensure the day-to-day operational integrity of the C3 Specialist team, including the supervision, training, and professional development of C3 Specialists, with a focus on building competency in first responder culture, trauma-informed care, and high-acuity crisis intervention.
• Drive the program’s long-term impact by identifying opportunities to strengthen the continuum of care accessed by community members diverted from law enforcement response; contribute to program development, outcome tracking, and funder reporting in support of program sustainability and growth.
• Advance interoperability between Gateway contact center hotline services and law enforcement dispatch by collaborating with dispatch supervisors and leadership to align protocols, improve handoff processes, and ensure seamless, effective service delivery across both systems.
• Contribute to the C3 program’s readiness for expansion to additional law enforcement partners by helping to document effective practices, identify replicable protocols, and support planning efforts as the program grows.
• Participate in the performance quality improvement (PQI) process; use data to drive informed decisions that improve services and outcomes for the populations served.

Transactional/Administrative Duties and Responsibilities

• Provide direct supervision to C3 Specialists, including ongoing coaching, formal performance reviews, corrective action, and recognition; communicate clear job expectations and hold direct reports accountable for program and quality outcomes.
• Conduct formal performance evaluations of all direct reports, including review of call quality, information and referral skills, documentation accuracy, and crisis intervention competency; identify strengths and development opportunities and make recommendations for additional training.
• Facilitate quality assurance processes required by grant and internal performance metrics; ensure staff meet established expectations around call quality, documentation accuracy, de-escalation outcomes, and follow-up completion.
• Uphold all applicable confidentiality standards, including HIPAA and organizational confidentiality policies, across all aspects of supervisory practice and program operations.
• Maintain and strengthen collaborative relationships with dispatch supervisors and leadership; serve as a consistent point of contact for the partnership, ensuring open communication, joint problem-solving, and mutual accountability for program outcomes.
• Collaborate with dispatch supervisors on special projects and reporting requirements that support the continued strength and sustainability of the law enforcement-crisis services partnership.

• Meet established performance expectations across quality assurance, documentation accuracy, follow-up referral rates, referral quality, and other metrics as defined by supervisory and contracted requirements. All staff working within the program share the responsibility to meet contract requirements.
• Perform other duties assigned by leadership for which training has been provided.

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, and 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 - 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.
• 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

• High school diploma or GED required; bachelor’s degree in a human services, social work, criminal justice, or related field is preferred. Crisis intervention training and two years of relevant experience may be substituted for the educational requirement.
• Supervisory experience required, with a demonstrated history of coaching, developing, and holding staff accountable in a fast-paced, high-acuity service environment.
• 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.
• Knowledge of crisis intervention, de-escalation, and safety planning practices, including competency in working with high-acuity contacts and special populations (e.g., law enforcement personnel).
• Excellent organizational skills and the ability to manage multiple tasks simultaneously in a fast-paced environment (e.g., use a database and complete documentation while simultaneously providing excellent customer service).
• Demonstrated comfort and/or experience working with individuals from diverse cultural, socioeconomic, and mental health backgrounds, with the flexibility to adapt service approaches accordingly.
• Proficiency in Windows-based computer systems; skill in word processing and database programs; ability to type at 50 WPM minimum.
• Proficiency in oral and written communication skills; ability to prepare reports, documentation, and program materials.
• 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.
• Complete additional training requirements as required by Police Department for compliance in working 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. On occasion, the use of personal automobiles will be required to travel to meetings and could be exposed to changing weather. The noise level is moderate.

Travel: Occasional.

Hours: Determined by assigned schedule; this position is based on the schedule and needs of program clients. 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. DCF Clearinghouse clearance required for this position https://info.flclearinghouse.com.

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Updated May 2026