988 Suicide and Crisis Lifeline Call Center Manager (11845)

CarePoint Response•Philadelphia, PA

2d•$60,000 - $70,000•Remote

About The Position

CarePoint Response is seeking an experienced and compassionate 988 Suicide & Crisis Lifeline Call Center Manager to oversee the daily operations of our Chat and Text crisis services. In this leadership role, you will ensure individuals experiencing emotional distress or suicidal crisis receive immediate, confidential, trauma-informed support. You will oversee staff performance, service levels, response times, queue management, staffing coverage, quality assurance, and compliance with 988 Suicide & Crisis Lifeline standards. This position is ideal for a behavioral health leader who combines strong people-management skills with operational discipline and understands that behind every performance metric is a person seeking help during a critical moment.

Requirements

Bachelor’s degree in Counseling, Psychology, or a related field required. A bachelor’s degree combined with equivalent crisis-services experience may also be considered.
Minimum of two (2) years of experience in crisis intervention or mental health services.
Minimum of one (1) year of supervisory or leadership experience.
Strong leadership and staff-management skills.
Excellent written communication skills.
Ability to effectively supervise crisis services delivered through digital communication.
Proficiency with digital communication platforms and electronic documentation.
Strong operational judgment and problem-solving abilities.
Ability to monitor performance metrics and translate findings into staff coaching and operational improvements.
Ability to remain composed and make sound decisions in high-pressure, crisis-related situations.
Commitment to person-centered and trauma-informed decision-making.
Reliable internet connectivity and a private, quiet workspace suitable for confidential behavioral health operations.

Nice To Haves

Experience working in a crisis call center, 988 environment, or digital crisis-response setting is highly valued.
Bilingual abilities preferred.

Responsibilities

Oversee day-to-day operations of the 988 Chat and Text services.
Monitor service levels, response times, queue management, and staffing coverage.
Coordinate scheduling and workforce management to maintain appropriate coverage.
Ensure operations consistently meet established service expectations.
Partner with IT and external vendors to troubleshoot platform and technology issues.
Provide leadership, direction, and oversight to crisis services staff.
Monitor counselor performance using established quality assurance measures.
Establish clear expectations and reinforce accountability for service quality.
Develop corrective action plans and performance improvement strategies when necessary.
Support a professional, responsive, and trauma-informed crisis services environment.
Review Chat and Text interactions to evaluate service quality and adherence to established protocols.
Monitor performance trends and identify opportunities to strengthen service delivery.
Ensure documentation standards are consistently maintained.
Use quality and operational information to inform coaching and performance improvement.
Ensure adherence to 988 Suicide & Crisis Lifeline policies, procedures, and performance standards.
Promote consistent application of crisis intervention protocols.
Maintain high standards for confidentiality, HIPAA compliance, and ethical service delivery.
Support organizational quality and compliance initiatives.
Responsibility for workforce coverage, platform functionality, transcript review, QA metrics, corrective action, documentation, and continuous service improvement.