Position Details

Job Status: Full Time, Non-Exempt

Reports to: Program Manager of Gateway Services

Department: Gateway   

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 Supervisor of Training and QA supports the daily operations of the contact center by designing, delivering, and maintaining structured training and development activities that build the competency of all contact center staff. This position plays a central role in ensuring that onboarding is consistent and well-organized, that training materials remain current and audit-ready, and that quality assurance practices reflect the highest standards of crisis and human services work. This position exists in two specialized tracks – one focused on hotline services and one focused on chat services – that share a common base of responsibilities while each bringing a distinct area of operational focus. This position reports to the Program Manager of Gateway Services and, in their absence, the Director of Gateway Services.

Strategic/Transformational Duties and Responsibilities

• Design and implement training and developmental activities for staff and interns in alignment with organizational mission, strategic initiatives, and applicable regulatory and accreditation standards.
• Interpret and apply quality assurance policies; support implementation of guidelines that ensure compliance with regulatory, national accreditation, and organizational standards.
• Pursue ongoing professional development by actively engaging in required and available trainings, departmental in-services, leadership meetings, and learning opportunities that strengthen supervisory and instructional practice.

Transactional/Administrative Duties and Responsibilities

• Lead initial departmental onboarding for new contact center staff, ensuring a consistent, organized, and welcoming introduction to Gateway operations, systems, and expectations.
• Facilitate on-the-job learning activities for new hires, existing staff, and employees transitioning out of the organization.
• Monitor training compliance for all employees based on agency, regulatory, and national accreditation standards in the agency learning management system.
• Provide supervision to interns as assigned, including coaching, performance evaluation, progressive discipline, and recognition; communicate clear job expectations and hold direct reports accountable for meeting program and contractual requirements. Provide coaching and supervisory support to contact center intervention specialists and leads as needed.
• Facilitate small group learning activities for Gateway employees at all levels; explore and publish monthly training opportunities identifying available learning opportunities.
• Conduct audits of all training documents and resources on a routine basis; maintain training materials to ensure they are current, accurate, and audit-ready for internal, regulatory, and national accreditation reviews.
• Develop individualized training plans for employees within 30 days of employee hire and support the development of ongoing training and professional development plans within the subsequent 60 days of their hire.
• Observe and monitor staff and interns on duty in the contact center; provided timely, constructive feedback to support performance improvement.
• Oversee quality control functions and produce regular reporting on quality-related outcomes. Participate in PQI reporting functions for the department, including analyzing QA data and representing Gateway services at service area performance meetings.
• Collaborate with all agency service areas to facilitate cross-functional learning and support organizational training needs.
• Demonstrate availability for off-hours assignments as required to support contact center functioning, including holidays and during disasters or critical incidents.
• Uphold all applicable confidentiality standards, including HIPAA and organizational confidentiality policies, in every aspect of supervisory practice, training delivery, and documentation.
• Complete required initial and ongoing training as needed, including CCTB 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.
• Perform such other duties as may be assigned by Program Manager or Director.

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

• Bachelor’s degree in human-services related field; crisis intervention training and two years of experience may be substituted for educational requirements.
• Demonstrated knowledge of crisis intervention principles, active listening, and community resource navigation.
• Demonstrated experience or aptitude in training facilitation, staff development, or adult learning; ability to design and deliver effective learning experiences for diverse audiences.
• Strong organizational skills with the ability to manage multiple priorities, track compliance, and maintain accurate records in a fast-paced environment.
• Proficiency in oral and written communication; ability to prepare correspondence, training materials, and administrative reports.
• Proven supervisory or leadership skills, including the ability to evaluate performance, assign work, and support professional growth.
• Ability to collect, evaluate, and present data in support of quality assurance and performance improvement goals.
• Proficiency in Windows-based computer systems; skill in word processing and database programs; ability to type at 50 WPM minimum.
• 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. Staff employed beyond one year may be required to obtain national certification through an applicable accrediting body (e.g., Inform USA or AAS).

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. DCF Clearinghouse clearance required https://info.flclearinghouse.com.

Updated October 2026