Assistant Crisis Division Manager

Town of Chapel Hill • Chapel Hill, NC

4d • Hybrid

About The Position

This position serves as a key member of the Crisis Division’s leadership structure, supporting the Crisis Division Manager by providing division wide operational oversight, guidance, and coordination for all Crisis Team personnel. This role helps ensure high-quality service delivery, consistent coverage, and effective alignment across both co-response and alternative response operations within the Chapel Hill Police Department’s Crisis Division. As a working supervisor, the Assistant Crisis Division Manager engages directly in field-based crisis response, offering real-time support to community members experiencing behavioral health emergencies and coaching staff during complex or high risk situations. The position promotes a trauma-informed, person-centered approach and acts as a critical bridge between frontline staff and division leadership, strengthening communication, enhancing operational effectiveness, and supporting staff well-being. This position requires a high degree of flexibility, including availability to work nights and weekends as operational needs arise.

Requirements

• Thorough knowledge of the theories and techniques of crisis counseling and crisis intervention.
• Strong theoretical and practical understanding of crisis intervention methods and techniques.
• Strong understanding of best practices relating to duties of the position and the ability to work independently, making sound decisions based on best practices, laws, policies, and procedures.
• Strong knowledge of community resources, human service systems, and referral pathways.
• Familiarity with trauma-informed, person-centered, and recovery-oriented approaches.
• Proficiency in and commitment to multicultural competence and experience working with individuals from culturally diverse populations, including underrepresented and/or underserved populations.
• Skill at prioritizing work activities and multi-tasking while under pressure.
• Skill in public and interpersonal relations.
• Strong written and oral communication skills.
• Leadership strategies and supervision for human service professionals.
• Initiatives to enhance community safety through criminal justice reform
• Ability to establish and maintain effective working relationships with employees, customers, and supervisors.
• Ability to communicate effectively (orally and in writing).
• Ability to maintain composure, solve problems and make sound decisions under pressure.
• Ability to assist with the initial stabilization of persons in crisis and to link them with appropriate community resources.
• Ability to establish and maintain effective professional relationships and collaborate effectively with court system stakeholders, law enforcement, co-workers, residents, County staff, local agencies, community members, and clients and their family members.
• Ability to respond to concerns from citizens, other town employees, or human service agencies.
• Ability to demonstrate sound judgment, integrity, resourcefulness, accuracy, thoroughness and the physical condition commensurate with the demands of the position, while maintaining an ethical standard of care.
• Ability to work independently, effectively problem-solve and handle difficult situations and complex decision-making.
• Ability to work flexible hours, including evenings, weekends, and holidays as part of a 24-hour operation.
• Ability to measure and evaluate outcomes of community programs.
• Ability to model behavior that is consistent with our town values of RESPECT (Respect, Equity, Safety, Professionalism, Ethics, Communication, Teamwork).
• Ability to utilize a computer and various word processing and database software applications.
• At least five years of professional work experience within the social service/human service field with experience in crisis work.
• At least two years supervisory experience.
• Possession of or the ability to obtain a valid driver's license issued by the state of NC.
• Must conform to the Town's Safe Driving and Accident Policy and procedures.

Nice To Haves

• Prior experience working in a law enforcement or public safety setting.
• Licensed or license-eligible in the following areas: Licensed Clinical Mental Health Counselor (LCMHC) or Licensed Clinical Social Worker (LCSW).

Responsibilities

• Serve as second-in-command for the division, acting on behalf of the Crisis Division Manager when needed and ensuring continuity of operations.
• Provide daily operational oversight for Crisis Division staff across both co-response and alternative response programs.
• Oversee shift operations to ensure appropriate coverage for 24-hour crisis response, including scheduling, shift adjustments, and coordination of on-call assignments.
• Conduct regular check-ins, provide coaching and mentoring, and support staff in managing complex or high-stress situations.
• Monitor workflow, response activity, and case distribution to maintain balanced workloads and efficient use of resources.
• Coordinate response efforts among co-responders, alternative responders, patrol supervisors, and other units.
• Contribute to performance evaluations by providing direct feedback on staff performance and professional development needs.
• Support new staff onboarding and field training, ensuring consistent understanding of policies, procedures, and best practices.
• Model and guide staff through crisis intervention strategies, safety assessments, and collaborative problem-solving.
• Respond in person or remotely to behavioral health crises, providing immediate support, de-escalation, and linkage to community resources.
• Provide follow-up contact and coordination with community partners to ensure continuity of care for individuals served.
• Serve as the on-site or on-call supervisor during assigned shifts, providing decision-making and operational support as needed.
• Strengthen collaboration with internal department partners, including patrol, investigations, communications, and leadership.
• Maintain relationships with community partners, behavioral health providers, and external agencies to support coordinated crisis response.
• Communicate shift updates, incidents, and staffing needs to the Crisis Division Manager and other relevant leadership.
• Monitor and review documentation to ensure timely, accurate, and professional record-keeping and adherence to best practices.
• Support the implementation of division protocols, policies, and workflows to maintain quality standards and operational consistency.
• Participate in staff training and professional development, both as a participant and as a trainer.
• Assist with the development and facilitation of internal and external trainings related to crisis response, behavioral health, and trauma-informed care.
• Represent the Crisis Division at community events, meetings, or collaborative initiatives when designated.
• Promote staff well-being and a supportive work environment by proactively addressing operational and workflow challenges, and by supporting peer and staff wellness initiatives across the department.
• Participate in data collection and reporting related to crisis calls, outcomes, and service delivery metrics.
• Assist the Division Manager with program evaluation, performance metrics, and data driven decision making.
• Provide feedback on operational challenges, resource needs, and program improvement opportunities.
• Support strategic planning, grant activities, and long-term development of crisis response programs.
• Ensure division compliance with legal, ethical, and departmental standards.
• Complete Negotiator Certification and serve as an active member of the department’s negotiation team.
• Work on call as a part of the crisis team rotation.
• Perform other duties as required.

Benefits

• The work requires supervising and monitoring performance for full-time and program support personnel.
• This classification has been designated as Safety Sensitive and is subject to random drug and alcohol testing.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager