Assistant Manager, 988 Lifeline

FirstLink•Fargo, ND

1d•$25 - $26

About The Position

FirstLink is hiring an Assistant Manager for its 988 Suicide & Crisis Lifeline, the local answering point serving North Dakota and northwestern Minnesota by phone, chat, and text. The Assistant Manager shares leadership of the program with the 988 Manager and provides direct supervision, mentorship, and operational leadership to an assigned team of approximately 10–12 988 Crisis Specialists. The role supports team members’ development, performance, and wellbeing while helping ensure compassionate, evidence-based crisis intervention and consistent service delivery across a 24/7 program. The Assistant Manager conducts regular one-on-one meetings, helps team members establish and achieve professional development goals, and oversees onboarding and introductory-period development for new staff. In partnership with the 988 Manager, the role maintains standards for suicide safety assessment, crisis intervention, documentation, and quality improvement. It also provides weekend leadership for Response Mentors and Crisis Specialists, addresses operational needs, and may answer 988 conversations during periods of increased demand or critical staffing needs. FirstLink offers starting pay of $25 per hour, an employee benefits package, and a generous PTO package. All prospective hires undergo pre-employment background screening, including professional reference surveys.

Requirements

Experience in crisis services, behavioral health, suicide prevention, or contact center operations.
Strong understanding of crisis intervention practices.
Ability to coach and mentor, build trust, provide constructive feedback, and support professional growth.
Ability to remain calm under pressure and exercise sound judgment in complex situations.
Ability to balance individual team members’ needs with the operational responsibilities of a 24/7 crisis response program.
Willingness to complete pre-employment background screening and professional reference surveys.

Responsibilities

Provide direct supervision, mentorship, and operational leadership to an assigned team of approximately 10–12 988 Crisis Specialists.
Support and oversee the development, performance, and wellbeing of assigned team members.
Conduct regular one-on-one meetings and help team members establish and achieve professional development goals.
Oversee onboarding and introductory-period development for new team members, providing guidance, feedback, and support.
Partner with the 988 Manager to maintain high standards for suicide safety assessment, crisis intervention, documentation, and quality improvement.
Provide weekend leadership and support to Response Mentors and 988 Crisis Specialists.
Address operational needs and help maintain consistent service delivery across shifts in a 24/7 crisis response program.
Answer 988 conversations during periods of increased demand or critical staffing needs.