988 Learning and Development Specialist
About The Position
The 988 Learning and Development Specialist (Coach) oversees staff within the Crisis Services program, providing supervision, performance management, and professional development. The role manages the full employee lifecycle from onboarding through retention, delivers structured supervision and performance evaluations, and reinforces accountability through coaching and feedback. The Coach monitors policy compliance, supports ongoing training, and upholds clinical and operational standards to sustain a high-performing, mission-driven team. This is a hybrid position requiring up to 24 hours per week on-site at the Oakton Office. Morning, afternoon, and overnight shifts are available. Crisis Services operates 24 hours a day, seven days a week, and 365 days a year; schedule accommodations may not always be possible or maintainable. The role includes three hours of direct voice and chat/text service each week to maintain familiarity with frontline work.
Requirements
- Bachelor’s degree in social work, counseling, psychology, or a related field, and at least one year of direct supervisory experience in crisis intervention, suicide prevention, or behavioral health; alternatively, two to three years of direct supervisory experience may substitute for the bachelor’s degree requirement.
- Strong knowledge of risk assessment, trauma-informed care, and de-escalation techniques.
- Ability to oversee crisis line operations, manage people, and make sound decisions under pressure.
- Skills in supervision, coaching, and mentoring staff through onboarding, development, and retention.
- Proficiency in quality assurance, performance feedback, and reinforcing training in real time.
- Excellent communication and collaboration skills.
- Knowledge of crisis intervention best practices and ethical standards.
- Flexibility and resilience in a 24/7/365 setting, with the ability to model professionalism, self-care, and continuous learning.
Responsibilities
- Provide real-time coaching, supervision, and escalation support, while maintaining direct service coverage as needed or requested.
- Deliver individual and group supervision, ongoing performance feedback, and targeted coaching to support staff development and retention.
- Complete annual performance evaluations for assigned staff.
- Lead weekly communities of practice and case staffing groups to build staff skills.
- Promote staff wellness through debriefing, recognition, and resilience-building after challenging contacts.
- Collaborate with program leadership, including program directors and quality assurance managers, on workflow improvements, compliance, and quality initiatives.
- Engage in three hours of direct voice and chat/text service per week to maintain current understanding of frontline work.
- Perform other duties as assigned in support of HopeLink’s mission and evolving 24/7/365 operations.
- Oversee staff in the Crisis Services program and manage onboarding, development, performance, and retention.
- Monitor policy compliance, support ongoing training, and uphold clinical and operational standards.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Flexible spending account (FSA)
- 403(b) retirement plan with employer match
- 12 paid holidays
- Paid time off (PTO)
- Sick time
- Birthday leave
- Employee assistance program
- Tuition reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
