Crisis Helpline Manager

Thurston Mason BH-ASO/OHRS • Lacey, WA

2d

About The Position

Olympic Health and Recovery Services (OHRS) is seeking a Crisis Helpline and Dispatch Manager to provide operational and clinical leadership for OHRS' 988 Suicide, Crisis Lifeline, and Regional Crisis Lines. This position ensures high-quality crisis intervention services, including suicide prevention, brief supportive counseling, information and referral, and follow-up care for individuals in crisis. The Helpline Manager is responsible for overseeing and supporting a team of Crisis Counselors and dispatch operations, combining operational management with clinical oversight to maintain compliance with regulatory, contractual, and quality standards. Responsibilities include supervision, scheduling, monitoring, training, and coaching to ensure effective service delivery. This role also collaborates with leadership in developing and implementing crisis response programs, including Mobile Rapid Response Crisis Teams (MRRCT), Community-Based Crisis Teams (CBCT), and Co-Response services and Designated Crisis Responders. The ideal candidate for the Crisis Helpline Manager has strong clinical skills and in-depth knowledge of behavioral health crisis services. Previous experience providing direct crisis intervention and mental health counseling, especially through crisis or mental health service helplines, is preferred. The ideal candidate has strong leadership skills as well as a proven record of building teams, managing through change, and providing a supportive and inclusive environment. Who are we? Olympic Health and Recovery Services (OHRS) is a cornerstone of our community’s safety net of behavioral health services. We are a quasi-governmental organization and a licensed behavioral health agency providing compassionate care to the most vulnerable populations in our community through crisis services, jail services, hospital diversion, and homeless and housing support services. We pride ourselves on bridging the gaps in services and operating as a safety net of behavioral health crisis and recovery support services in Thurston and Mason counties, as well as the Great Rivers region, including Lewis, Pacific, Wahkiakum, Grays Harbor, and Cowlitz counties. Salary Range: $110,976.32. - 143,027.73. per year. The Crisis Helpline and Dispatch Manager may fill open staff shifts as they emerge to provide necessary coverage. This position is classified as FLSA Exempt - Not Overtime Eligible. This position reports to the Clinical Director. Initial review of applications will begin on 2/13/2026. Join us in our mission to provide access to an effective, reliable safety net of behavioral health crisis and recovery support services throughout our region.

Requirements

• Master’s Degree in counseling, social work, psychology, or related field required.
• Independent or associate licensure in counseling or social work; eligible for WA licensure.
• Mental Health Professional (MHP) status per WA regulations or ability to obtain.
• Clinical experience must include 3 or more years of supervisory experience in behavioral health, healthcare, social services or related field in either public/non-profit or private organizations.
• Clinical experience must also include providing direct care within crisis services environment, preferably on crisis helplines.
• Strong oral and written communication skills.
• Working knowledge of computers and software programs; proficient keyboarding skills.
• Proficient in computer use and applications commonly used or applied in this field, trade, position and supportive environment.
• Possesses documentation of 15 hours of training in clinical supervision
• Offers of employment contingent upon acceptable background check.
• Ability to ensure quality community behavioral health services through contract development, evaluation, and authorization of requests for services.
• Monitor and provide technical assistance and education services to providers and local agencies within the framework of a managed care environment.
• Ability to communicate effectively with individuals and groups regarding complex or controversial public policy issues or service as well as establish and maintain effective working relations with elected officials, staff, and the community.
• Knowledge of research techniques and resource management issues related to program needs assessment and planning.
• Knowledge and understanding of RCW 71.05, 71.34, 71.24.903 and applicable state and federal regulations.
• Ability to write clear and concise proposals, reports, and correspondence.
• Experience collaborating with contracted providers and coordination with varied agency partners, including contract monitoring and analyzing and addressing quality issues.
• Ability to maintain data integrity and reporting including performing data entry, tracking, retrieval, compilation, qualitative/quantitative analysis and preparing reports.
• Ability to work collaboratively as part of a team and respectfully manage differences, opposing perspectives, opinions, and interests.
• Ability to apply organizational efficiency, and proficiency in prioritizing work assignments.
• Ability to remain flexible and adaptable to change.
• Strong critical thinking skills, ability to conceptualize and implement creative solutions.
• Knowledge of local, state, and federal government policy, regulations, and decision-making process.
• Knowledge of substance use disorder treatment services.
• Ability to relate to and effectively communicate with people from diverse backgrounds.
• Strong desire to provide non-judgmental, appropriate assistance to persons in need.
• Detail-oriented, organized, and able to manage complex issues.
• Flexible and able to thrive in a fast-paced environment.

Nice To Haves

• Additional experience in mental health counseling or crisis strongly preferred.

Responsibilities

• Oversee day-to-day operations of the 988 contact center, ensuring adherence to contractual, accreditation, and Lifeline standards.
• Oversee day to day operations of the Regional Crisis Line, ensuring adherence to contractual requirements.
• Monitor performance metrics (e.g., call abandonment rate, answer speed) and implement strategies to meet key performance metrics.
• Manage staffing levels, scheduling, and vacancy rates to maintain service continuity.
• Lead implementation of new technologies and services
• Maintain continuous communication with partners (911 centers, mental health providers) to ensure continuity of care.
• Provide clinical supervision and case consultation for Mental Health Professionals and support staff.
• Ensure crisis intervention best practices, risk assessment, and referral processes are followed.
• Conduct quality assurance reviews of calls, chats, and documentation to meet 988, and agency standards.
• Support training and professional development for staff, incorporating trauma-informed care and evidence-based practices.
• Recruit, onboard, and evaluate staff performance through annual reviews and ongoing feedback.
• Foster a positive, inclusive, and collaborative team culture.
• Coach staff to meet 988 and Regional Crisis Line standards through mentorship, encouragement, and work plans.
• Enforce work rules, disciplinary actions, and employment practices, including equal opportunity compliance.
• Respond to Regional Crisis Line and 988 calls, texts, and chats as needed, providing crisis intervention and suicide prevention support.
• Conduct assessments and provide referrals using resource databases.
• Offer follow-up contacts to support continuity of care.
• Accurately and efficiently document client interactions.
• Serve as an on-call member in rotation throughout the year, including at least one major holiday.
• Coordinate and assist in planning staff meetings and additional trainings.

Benefits

• TMBH-ASO/OHRS provides comprehensive benefits for full-time employees including medical/dental/vision plan options (many with no employee paid monthly premium depending on plan choice, and dependent coverage options), and life insurance and disability insurance options.
• Eligible employees participate in WA State PERS retirement plans and employees may elect additional pre and post-tax deferred compensation retirement options.
• Employees receive a PTO package earning a minimum of 140 hours annually and 12 paid holidays.
• Other tax deferred options include Flexible Spending Accounts (FSA), and Health Savings Accounts (HSA).
• OHRS is an approved Public Student Loan Forgiveness employer.
• We pay the fees for required DOH licenses for the position, and we offer annual professional development funds.
• Find more information at www.tmbhcareers.org

What This Job Offers

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