Crisis Contact Center Manager
About The Position
The Department of Behavioral Health and Developmental Services (DBHDS) is seeking a qualified professional to serve as the Crisis Contact Center Manager. This role is the Commonwealth’s primary subject matter expert on crisis contact centers and the 988 Suicide and Crisis Lifeline. The position ensures the effective, person-centered, accessible, and responsive delivery of 988 services that meets the behavioral health needs of all communities. More broadly, this position supports the integration and continuous improvement of Virginia’s crisis system, ensuring accessible, high-quality behavioral health crisis response for individuals across the state. Additionally, this position supports monitoring, evaluation, and support of all crisis services within an assigned region in partnership with other Regional Managers. A valid, unrestricted driver’s license and an acceptable driving record in accordance with the Commonwealth’s Driver Safety Program are required, due to the necessity of conducting routine site visits throughout the state.
Requirements
- Knowledge of crisis system best practices and models including Crisis Now, Sequential Intercept Model, and Virginia’s Marcus David Peter’s Act.
- Knowledge of crisis services including call centers, mobile crisis, community-based stabilization, crisis receiving centers, crisis stabilization units, and CSB Emergency Services.
- Knowledge of statutes, regulations, policies, and standards to ensure that regulatory or contractual requirements are appropriately applied.
- Skill and ability to communicate effectively with a wide variety of community partners when and where needed both verbally and in writing, including during virtual and in-person meetings.
- Ability to independently prioritize and manage workload activities and schedules.
- Knowledge and ability to use various digital tools and technologies to complete job tasks, such as processing data within reports.
- Experience leading complex projects, including coordinating with multiple stakeholders, managing timelines, and delivering measurable outcomes.
- A valid, unrestricted driver’s license and an acceptable driving record in accordance with the Commonwealth’s Driver Safety Program.
Nice To Haves
- Experience in behavioral health, crisis systems, or public-sector service delivery.
Responsibilities
- Serve as the Commonwealth’s primary subject matter expert on crisis contact centers and the 988 Suicide and Crisis Lifeline.
- Ensure the effective, person-centered, accessible, and responsive delivery of 988 services that meets the behavioral health needs of all communities.
- Support the integration and continuous improvement of Virginia’s crisis system, ensuring accessible, high-quality behavioral health crisis response for individuals across the state.
- Support monitoring, evaluation, and support of all crisis services within an assigned region in partnership with other Regional Managers.
- Conduct routine site visits throughout the state.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
