988 Manager

NAMI Chicago•Chicago, IL

3d•Remote

About The Position

The 988 Clinical Manager supports NAMI Chicago’s Senior Manager in managing the quality of care provided by the 988 team, ensuring callers receive appropriate crisis support and linkage to services. The NAMI Chicago 988 Call Center provides immediate support, including safety planning, emotional regulation, and connection to higher levels of care when needed. The role manages day-to-day team functions and evaluates performance through scheduling, supervision, and quality assurance. The manager uses data and feedback to address performance trends, improve operations, and support consistent adherence to service protocols and clinical best practices. The position also supports supervisors with complex situations and escalations while promoting staff development, accountability, and wellness. The role is currently fully remote and reports to the Senior Manager. The manager oversees the Outbound 988/Helpline sub-program, provides auxiliary operations support to other Crisis & Support Operations teams, and serves in a weekly rotating on-call capacity. The position requires a private, confidential home workspace and a private, secure, password-protected internet connection with a minimum speed of 300 Mbps (10 Mbps upload).

Requirements

Master’s degree in a social service field.
QMHP status.
Five or more years of experience working with people living with mental illness in a community mental health agency, hospital, or other setting.
Two to five years of training and supervisory experience in a mental health setting.
Ability to serve anyone in the greater Cook County area who contacts 988, including underrepresented and vulnerable populations.
Ability to make rapid, real-time assessments, exercise sound judgment, navigate situations, recognize when leadership support is appropriate, and self-regulate responses to staff.
Excellent verbal and written communication skills for communicating with the team, callers, and community stakeholders.
Sensitivity and empathy regarding human service issues and a non-judgmental attitude toward people seeking assistance.
Ability to maintain confidentiality of sensitive information and demonstrate professionalism, reliability, and responsibility.
Familiarity with community resources and working with law enforcement and other community organizations, including hospitals and outpatient clinics.
Growth mindset, curiosity, willingness to learn, and ability to support team change management.
Proficiency with Microsoft applications and other software routinely used by NAMI Chicago, and ability to learn new platforms and software quickly.
A private, confidential home workspace free of distractions for the duration of the shift.
A private, secure, password-protected internet connection with a minimum speed of 300 Mbps (10 Mbps upload).
Availability and flexibility during scheduled shifts; break times may vary when interacting with a person in crisis.
Ability to attend two quarterly virtual team meetings in the first month of each quarter in October and April, two in-person retreats in January and July, one virtual team meeting during the second and third month of every quarter as scheduled, bi-weekly supervisor meetings, and weekly manager meetings.

Nice To Haves

CADC, or LSW, LPC, LCSW, or LCPC with documented substance use disorder experience, or RDDP (Registered Dual Diagnosis Professional).
Bilingual in Spanish and English.
CRSS (Certified Recovery Support Specialist) or CPRS (Certified Peer Recovery Specialist) credential.
Crisis response experience by phone, text, or chat.
CACD, or LCSW or LCPC with equivalent clinical experience related to substance use.

Responsibilities

Provide day-to-day supervision of the NAMI Chicago 988 Call Center team, including assigning tasks, coaching, and problem-solving.
Directly supervise supervisors through performance management, goal setting, expectation-setting, and coaching in management and supervisory skills.
Support supervisors in handling performance concerns, staff development needs, and daily operational challenges.
Provide auxiliary operations support to other Crisis & Support Operations teams and direct oversight of the Outbound 988/Helpline sub-program.
Foster a supportive, equitable, and accountable team culture through communication, feedback, and performance management.
Cultivate team wellness, help crisis counselors understand and access wellness supports, and adhere to organizational wellness policies.
Support the Senior Manager in implementing program-wide goals, priorities, and performance expectations.
Collaborate with the Senior Manager and Training Manager to identify performance gaps, inform training priorities, and support continuous improvement.
Manage 988 schedules using a workforce management platform to assess and respond to trends, staffing fluctuations, staff wellness needs, and coverage requirements.
Partner with the Senior Manager to evaluate team structure, workflows, and staffing needs.
Serve in a weekly rotating on-call capacity to support operations and clinical excellence, and serve as a back-up supervisor when needed.
Lead the 988 quality improvement program, including metrics, feedback loops, and coordination with training managers on trainings responsive to quality assurance trends.
Promote fidelity to the 988 mission and continual improvement in service quality.
Monitor clinical service quality, call handling, documentation, and adherence to established practices.
Co-lead case reviews and organizational updates, both one-to-one and in team meetings.
Attend required virtual team meetings, in-person retreats, bi-weekly supervisor meetings, and weekly manager meetings.