Assistant Program Manager

Transitions Mental Health Asso•San Luis Obispo, CA

4d•$70,720 - $81,411

About The Position

The Assistant Program Manager is a full-time, exempt position for the Central Coast Hotline and Crisis Dispatch in San Luis Obispo. The role supervises Crisis Line and Dispatch Specialists and the Lead Crisis Line Specialist, provides direct call coverage when needed, and participates in the Hotline’s on-call rotation, including after-hours and weekend coverage. Designated after-hours or overnight awake shifts may be required, and on-call responses may sometimes require in-person support. The position has primary responsibility for daily operations of the Mobile Crisis Team Dispatch component of the Hotline. Duties include providing staff guidance and dispatch support, handling questions and escalations, maintaining quality assurance and quality control, coordinating dispatch training, and working closely with the Mobile Crisis Team Lead. The Assistant Program Manager also supports the Program Manager with call center operations, including scheduling, volunteer development, operational support, training, clerical tasks, and contract documentation. When the Program Manager is unavailable, the Assistant Program Manager serves as the operational point person and exercises delegated decision-making authority. The role coordinates suicide-prevention efforts and evidence-based or best-practice training, may facilitate support groups for attempt survivors, and contributes to the agency’s trauma-informed suicide-prevention work. It provides emotional support, crisis assessment, and resource referrals to callers; maintains call documentation; and participates in staff and volunteer meetings, community events, and collaboration with local health systems, schools, community organizations, and their leaders. The position promotes TMHA’s trauma-informed and collaborative communication practices and culturally responsive, respectful service. The work environment involves moderate to substantial physical activity, potentially including moving or lifting up to 50 pounds, and moderate risks that require safety precautions, including possible exposure to intense situations. The role uses a cloud-based computer system and database to record calls and access resources. Remote work is possible. A reliable automobile and use of a personal vehicle for work may be required when a company vehicle is unavailable; mileage is reimbursed.

Requirements

Education or experience in human services, behavioral health, crisis services, human relations, or a related field sufficient to perform the position’s responsibilities.
Experience providing leadership, coaching, training, facilitation, or shift coordination.
Ability to develop agendas, facilitate productive meetings and groups, and develop and deliver engaging, audience-appropriate training.
Knowledge of crisis-line services, suicide prevention, crisis intervention, postvention, and suicide risk factors across populations.
Willingness and ability to complete the required program training.
Knowledge of trauma-informed and person-centered service delivery and community engagement strategies, including the collective impact model or similar approaches.
Ability to build and maintain effective relationships with community partners, including schools, health and mental health providers, and organizational leaders, and facilitate collaboration across teams and partner systems.
Knowledge of program evaluation, monitoring, and performance measurement; ability to develop performance measures and use findings to guide improvements.
Ability to interpret and present suicide data in ways appropriate to the audience and culturally responsive.
Ability to use cloud-based phone systems, databases, scheduling tools, and office applications while managing multiple tasks.
Ability to independently design and lead projects and program activities, balance competing priorities, and meet deadlines.
Ability to provide clear direction and supportive coaching while maintaining professional boundaries and confidentiality.
Strong interpersonal skills, a collaborative work style, and strong oral, written, and communication skills.
Well-defined organizational and time-management skills.
Ability to work independently and flexibly.
Ability to handle intense situations, use sound judgment and decision-making, and remain calm and clearheaded under pressure.
Ability to work effectively with people of varied ages, backgrounds, identities, and personality types.
Ability to possess and maintain good physical and mental health.
Ability to work well within a team and maintain a professional, respectful attitude.
Willingness to work with supervisor oversight and direction.
Attendance and face-to-face interaction with clients and/or employees are essential functions of the job.
Ability to promote equality, respect diversity, and deliver culturally responsive services; knowledge of dimensions of diversity, including mental health, gender, race, and ethnicity.
Commitment to each person’s right, ability, and choice to live in a safe environment, develop a meaningful community role, and access competent and continuous supports and services.
Use reasonable precautions and follow applicable safety rules to protect oneself, coworkers, clients, and others contacted through TMHA business.
Must be at least 18 years old and have a valid California driver’s license, at least two years of driving experience, and a DMV record meeting TMHA’s current vehicle insurance requirements.
Must comply with a TB assessment, and possibly a TB test, and obtain criminal-record clearance through fingerprinting.
Must be able to successfully complete First Aid and CPR training.
Must be available for designated after-hours or overnight awake shifts as needed and participate in the on-call rotation for after-hours and weekend client services.
Must have a reliable automobile and may need to use a personal vehicle and auto insurance for work when a company vehicle is unavailable.

Nice To Haves

Experience assisting individuals in a mental health crisis.
Formal supervisory experience.
Training in suicide prevention or intervention.
Ability to quickly develop rapport.
Spanish bilingual ability.

Responsibilities

Coordinate and monitor suicide-prevention efforts and training, including evidence-based and best-practice curricula.
May lead, facilitate, and coordinate support groups for attempt survivors.
Serve as the primary operational resource for dispatch questions and escalations during assigned hours and provide support during assigned Hotline on-call periods; maintain working knowledge of protocols, response pathways, team availability, and documentation requirements, and coordinate backup and escalation procedures with the Program Manager.
Oversee daily operations and implementation of the Mobile Crisis Team Dispatch component of the Central Coast Hotline, coordinating with the Program Manager and Mobile Crisis Team Lead on operational issues, response capacity, handoffs, and dispatch concerns.
Conduct dispatch-specific quality assurance and quality control, including reviewing call and dispatch documentation, observing work, monitoring protocol adherence, providing staff feedback, and identifying training needs.
Coordinate dispatch onboarding, ongoing training, competency development, and updates to training materials and workflows; monitor Hotline service quality and protocol adherence through assigned quality-assurance activities.
Coordinate evidence-based and best-practice suicide-prevention and postvention training, including curricula such as ASIST and QPR; help coordinate other program training, meetings, and professional development.
Provide scheduled Hotline coverage, including designated after-hours or overnight awake shifts when required, and support urgent coverage needs.
Participate in the rotating on-call schedule and provide client support during weekday after-hours and weekend hours in accordance with program obligations and on-call policy.
Assist with dispatch operations, including scheduling, follow-up calls, documentation, and support for Crisis Line Specialists, volunteers, and interns.
Attend training and meetings as assigned by the Program Manager.
Communicate constructively and promptly with the supervisor, remain open and approachable, and accept constructive feedback.
Promote trauma-informed practices and TMHA’s Guidelines for Collaborative Communication in services and team interactions.
Meet and communicate with the Program Manager or Coordinator regarding assignments.
Create a comfortable and professional atmosphere for callers, answer questions, and provide feedback regarding callers to the Program Manager.
Provide callers with emotional support, crisis assessment, and resource referrals.
Maintain detailed call logs in the designated database according to call-center protocols and complete start- and end-of-shift procedures.
Participate in monthly staff and volunteer meetings for training, resource updates, and volunteer connection.
Attend community events to represent the Central Coast Hotline and provide information about the Hotline.
Serve as the designated operational point person and exercise delegated decision-making authority when the Program Manager is unavailable.
Perform other duties and responsibilities as assigned by the Program Manager.
Collaborate with local health systems, schools, community-based organizations, and their leadership to support the local strategic plan.
Use reasonable safety precautions and follow applicable safety rules in performing duties.
Use a reliable automobile and personal vehicle for work when a company vehicle is unavailable; company mileage reimbursement is provided.