Manager, 988 Lifeline

FirstLink • Fargo, ND

7d • Onsite

About The Position

FirstLink is seeking an experienced and compassionate leader to serve as our 988 Manager. As the local answering point for the 988 Suicide & Crisis Lifeline, FirstLink answers tens of thousands of conversations from across North Dakota and northwestern Minnesota each year via phone, chat, and text. As our 988 Manager, you'll lead and develop a team of 988 Crisis Specialists who provide life-changing support to individuals experiencing suicidal thoughts, emotional distress, substance use concerns, grief, and other behavioral health challenges. In this role, you'll ensure every person reaching out for help receives compassionate, evidence-based care while leading a team committed to excellence in crisis intervention.

Requirements

• Experience in crisis services, behavioral health, suicide prevention, or contact center operations.
• Strong understanding of crisis intervention practices.
• Ability to lead with confidence and compassion.
• Skilled in coaching, building trust, developing talent, and creating a supportive culture.
• Clear communication skills.
• Ability to remain calm under pressure.
• Commitment to providing high-quality, person-centered crisis intervention.
• Comfort navigating complex situations.
• Ability to interpret operational data.
• Ability to lead a team toward continuous improvement.
• Understanding that supporting those who answer crisis conversations is important.

Nice To Haves

• Passion for helping others grow professionally.

Responsibilities

• Provide leadership, supervision, and operational oversight for our team of 988 Crisis Specialists.
• Recruit, coach, mentor, and develop staff.
• Ensure the highest standards of suicide safety assessment, crisis intervention, documentation, and quality improvement.
• Use data to strengthen answering capacity.
• Monitor service quality across voice, chat, and text.
• Ensure compliance with national 988 Lifeline standards and accreditation requirements.
• Collaborate closely with quality improvement, staff development, and organizational leadership to continuously improve crisis response and support your team's growth.

Benefits

• Competitive pay, starting at $26/hour
• 100%-paid Medical, Dental, Vision, Life Insurance, and Short-Term & Long-Term Disability for the employee
• Generous PTO package

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed