988 Colorado Crisis Line (CCL) - Program Manager

State of Colorado•Denver, CO

2d•Hybrid

About The Position

The 988 Colorado Mental Health Line, organizationally located within the Behavioral Health Administration’s Adult and Youth Program Division, serves as Colorado’s primary front door to immediate behavioral health crisis services. Established pursuant to federal law and state statute, including SB21-154 and SB25-236, 988 operates as a TABOR-defined Enterprise governed by the 988 Enterprise Board and administered by the Behavioral Health Administration. The 988 Colorado Mental Health Line provides Coloradans with 24/7 access to crisis support through call, text, and chat and coordinates connections to additional crisis services when needed. The 988 Enterprise oversees statewide 988 infrastructure and operations, contract performance, quality and compliance, data and evaluation, 988/911 interoperability, public awareness, and coordination with local, regional, state, and national partners. This work supports the development of a high-functioning crisis response system that connects Coloradans quickly and effectively to the appropriate level of care. The 988 Program Manager serves as the day-to-day operational leader of the 988 Program Team and works under the direction of the 988 Director to translate the strategic priorities of the 988 Enterprise into operational implementation. The position directly supervises the Quality Assurance Administrator, 988/911 Interoperability Administrator, and Data Administrator and is accountable for coordinating work across these functional areas. The Program Manager provides management-level oversight of contact center performance and vendor operations, quality assurance and compliance, data and performance measurement, 988/911 interoperability, stakeholder engagement, and other initiatives designed to strengthen Colorado’s crisis response system. A significant responsibility of the Program Manager is representing the 988 program and coordinating program-level participation in statewide marketing, public awareness, stakeholder engagement, and community outreach activities. Working closely with the 988 Marketing & Communications Manager and Communications Team, the Program Manager ensures that marketing and outreach efforts are informed by program operations, data, policy, system priorities, and the needs of Colorado communities. The Program Manager serves as a visible representative of 988 with behavioral health providers, public safety agencies and Public Safety Answering Points, healthcare organizations, schools, local and state government, tribal communities, community organizations, and other partners. The position also coordinates participation by Program Team staff when subject matter expertise or program representation is needed. The Program Manager is expected to exercise sound independent judgment within established authority while maintaining consistent and proactive communication with the 988 Director. The position is responsible for identifying operational risks, barriers, performance concerns, and emerging issues; taking appropriate action within the scope of the position’s authority; and elevating matters requiring Director, executive leadership, or Enterprise Board direction. The Program Manager is accountable for reliable execution and follow-through on commitments, maintaining continuity of operations when priorities or circumstances change, and ensuring that the Director is appropriately informed of significant operational developments. The Program Manager provides direct leadership and accountability for the Program Team by establishing clear expectations and priorities, assigning and coordinating work, monitoring performance and deliverables, addressing barriers and performance concerns, and ensuring staff activities remain aligned with Enterprise priorities. The position is responsible for building a collaborative, accountable, and high-performing team in which employees understand their responsibilities, communicate effectively, meet commitments, and have the support and direction necessary to successfully perform their work. A central function of this position is operational oversight and continuous monitoring of the statewide 988 contact center contract and other programmatic vendor relationships. The Program Manager monitors vendor performance against contractual requirements, established performance measures, national standards, and Enterprise expectations; identifies areas of noncompliance or performance concern; coordinates performance improvement and corrective action efforts; and makes recommendations to the 988 Director regarding significant vendor or contractual issues. The position works closely with the 988 Finance Team on invoices, contract amendments, procurement activities, grant requirements, and other fiscal and contractual matters to ensure that programmatic and financial oversight remain aligned. The Program Manager provides operational and technical leadership in the development and implementation of policies, procedures, protocols, and program improvements related to 988 and Colorado’s crisis response system. The position maintains current knowledge of national standards, emerging practices, and developments affecting 988 and crisis services and uses data, quality findings, stakeholder input, and operational experience to identify and recommend opportunities for improvement. At the direction of the 988 Director, the Program Manager represents the 988 Colorado Mental Health Line and 988 Enterprise Board on internal, external, interagency, and statewide groups and committees. The position works collaboratively with contractors, governmental partners, behavioral health providers, public safety partners, community organizations, and other stakeholders to strengthen coordination across the crisis continuum, improve connections to appropriate care, and reduce unnecessary reliance on emergency departments, law enforcement, psychiatric hospitalization, and other higher-acuity interventions when a behavioral health crisis response is appropriate.

Requirements

Eight years of relevant experience in a program management, behavioral health administration, or crisis response operations; or an equivalent combination of education and experience totaling eight years.
State of Colorado residency at the time of application and throughout employment.
Valid, non-restricted Colorado Driver’s License or a non-restricted U.S. Driver's License for positions within 30 miles of the CO state border. Out-of-State Driver’s License holders must obtain a valid, non-restricted Colorado Driver’s License within 30 days of employment start date.
Must complete the official State of Colorado online application.
Must specifically document work experience and qualifications in the application. Do not use 'see resume' or 'see attached'.
Part-time work experience will be prorated.
Document work experience/job duties to the extent to which you possess the skills, education, experience, minimum qualifications, and preferred qualifications.
Answer all supplemental questions completely and thoughtfully, providing at least 4-8 sentences for each.

Nice To Haves

Behavioral health or human service program management
Crisis system operations
Contract oversight
Policy development
Vendor management
Team supervision in a statewide or enterprise-level setting
Behavioral Health, Psychology, Public Administration, Social Work, Emergency Management, Public Health, or related fields (degree areas)
Strategic program management and operational leadership in behavioral health, crisis response systems, or human services
Contract oversight, vendor relations, and quality assurance skills
Understanding of 988/911 interoperability and national crisis line standards
Policy development, data-driven decision making, and continuous improvement mindset
Excellent communication and stakeholder engagement skills with diverse communities
Supervisory experience with emphasis on coaching, performance management, and cross-functional coordination
Knowledge of SAMHSA grants, federal reporting requirements, and behavioral health funding mechanisms
Demonstrated experience managing complex behavioral health, crisis response, human services, healthcare, public-sector, or similarly complex programs, including translating strategic priorities into operational implementation
Experience overseeing contracts, vendors, deliverables, performance expectations, and accountability within a complex service-delivery environment
Knowledge of behavioral health crisis systems, including coordination among crisis contact centers, 911/public safety answering points, mobile crisis response, emergency services, and community-based behavioral health providers
Experience using performance measures, data, quality assurance processes, and evaluation findings to identify problems, improve services, and support organizational decision-making
Ability to interpret and operationalize statutes, regulations, policies, contractual requirements, and state or federal program standards
Demonstrated ability to build productive relationships and achieve shared outcomes across government agencies, contractors, community organizations, advocacy partners, public safety, healthcare, and other diverse stakeholders
Demonstrated experience supervising professional staff, establishing expectations, coaching employees, managing performance, delegating responsibility, and building accountability within a team
Knowledge or experience related to federal grants, grant deliverables, reporting requirements, public-sector funding, or comparable fiscal and program accountability requirements
Ability to communicate complex operational issues clearly to executive leadership and other stakeholders and exercise sound judgment when navigating competing priorities, ambiguity, and time-sensitive decisions
Relevant years of state service experience

Responsibilities

Oversight and Contract Management: Manage day-to-day program operations, with primary responsibility for oversight and continuous monitoring of the statewide 988 contact center contract and other programmatic vendor relationships. Ensure contractual compliance, service quality, and vendor accountability and proactively identifies and addresses operational or performance concerns. Directly supervise the Quality Assurance Administrator, 988/911 Interoperability Administrator, and Data Administrator and coordinates work across these functions to support effective program oversight and continuous improvement. Lead the drafting, updating, and monitoring of contract statements of work, including collaborating on contract amendments and procurement processes. Make day-to-day budget-related decisions, including invoice review and programmatic approval, in collaboration with the 988 Contracts Administrator. Participate in monthly data review and reconciliation with the contracted data and evaluation vendor, contact center vendor, other 988 contractors, and the National 988 Lifeline Administrator/SAMHSA. Serve as the primary point of contact for complaints related to the 988 line, ensuring timely investigation, resolution, and documentation, and developing performance improvement plans as needed. Determine whether corrective or contracting actions should be pursued based on non-compliance, in coordination with the 988 Director, 988 Enterprise Board and the BHA. Exercise appropriate independent judgement to resolve operational issues within delegated authority while promptly communication significant risks, performance concerns, or matters requiring higher-level decisions to the 988 Director.
Stakeholder Training and Interactions: Lead and support stakeholder engagement, training, and outreach activities that advance the operational and strategic goals of the 988 program. Serve as a key point of contact with stakeholders who have interest or responsibility for services and service outcomes in the behavioral health crisis system, including state and local agencies, internal BHA committees, external stakeholder commissions, and the 988 Enterprise Board. Actively participate in and contribute to workgroups, committees, and training initiatives, representing the interests of the 988 program and the broader behavioral health system. Plan, coordinate, and attend community outreach activities in collaboration with the Marketing & Outreach Specialist, ensuring strong visibility of 988 services across the state. Identify and engage statewide and regional organizations that are unfamiliar with or under-utilizing 988 and crisis services, building connections to promote utilization and integration into local response systems. Represent 988 on internal and external committees, workgroups, trainings, conferences, community events, and stakeholder meetings. Identify and develop partnerships that strengthen awareness, utilization, and integration of 988 within local and statewide crisis response systems. Coordinate Program Team participation in stakeholder engagement, training, and outreach activities based on subject matter expertise and program priorities. Prepare and coordinate program-level materials and updates for the 988 Enterprise Board and other key stakeholders. Evaluate and recommend improvements to policies, procedures, training, and stakeholder engagement strategies. Lead and support statewide 988/911 interoperability efforts in partnership with Public Safety Answering Points, the 988 contact center provider, BHA, and other system partners.
988/Colorado Crisis Line (CCL) Promotion/Public Awareness: Plan, coordinate, and execute strategies for promoting 988 in ways that are relevant, accessible, and impactful for diverse communities across Colorado. Increase awareness and utilization of 988 services while ensuring messaging is accurate, culturally responsive, and aligned with program priorities. Collaborate with the BHA Communications team to shape messaging based on stakeholder feedback, outreach data, and emerging needs in the behavioral health system. Serve as a visible representative of the 988 program in public forums, conferences, community events, and media engagements.
Team Lead and Mentoring of Grant-Funded FTE's Related to 988: Provide direct supervision, leadership, and accountability for three professional staff within the 988 Program Team: the Quality Assurance Administrator, 988/911 Interoperability Administrator, and Data Administrator. Establish clear expectations and priorities, coordinate work across these functional areas, monitor performance and deliverables, address barriers and performance concerns, and ensure the team's work aligns with the strategic and operational priorities of the 988 Colorado Mental Health Line and 988 Enterprise Board. Responsible for hiring, onboarding, training, performance management, coaching, workload distribution, and professional development of assigned staff. Maintain appropriate oversight of team activities, ensure timely completion of assigned work, proactively communicate significant operational issues or risks to the 988 Director, and promote accountability, collaboration, and consistent follow-through across the Program Team.
Other Duties as Assigned: Perform tasks or undertake special assignments or projects deemed necessary by BHA or 988 Enterprise Board, but not specifically referenced in the above duties.

Benefits

PERA Defined Benefit Plan or PERA Defined Contribution Plan plus 401(k) and 457 plans
Medical and dental health plans
Employer supplemented Health Savings Account
Paid life insurance
Short- and long-term disability coverage
11 paid holidays per year plus vacation and sick leave
State of Colorado Employee BenefitHub Resource Center
Employee Wellness program
Excellent work-life programs, such as flexible schedules, training and more
Remote work arrangements for eligible positions
Public Service Loan Forgiveness Program (for some positions)