National Text and Chat Manager

CarePoint Response•Philadelphia, PA

4d•$60,000 - $70,000•Remote

About The Position

CarePoint Response is seeking an experienced, compassionate manager to oversee daily operations of its 988 Chat and Text crisis services. The manager ensures that people experiencing emotional distress or suicidal crisis receive immediate, confidential, trauma-informed support. The position oversees staff performance, service levels, response times, queue management, staffing coverage, quality assurance, and compliance with 988 Suicide & Crisis Lifeline standards. The role includes responsibility for workforce coverage, platform functionality, transcript review, quality assurance metrics, corrective action, documentation, and continuous service improvement. It is primarily remote, with some on-site training responsibilities, and requires a private, quiet workspace and reliable internet suitable for confidential behavioral health operations. The position is listed as part-time, with weekend work described as every other weekend or every weekend, 9 a.m.–5 p.m.; the posting also states a regular Monday–Friday day schedule and flexibility to support nights and weekends when necessary. Travel is up to 10%.

Requirements

Bachelor’s degree in Counseling, Psychology, or a related field; a bachelor’s degree combined with equivalent crisis-services experience may also be considered.
At least two years of experience in crisis intervention or mental health services.
At least one year of supervisory or leadership experience.
Strong leadership and staff-management skills.
Excellent written communication skills.
Ability to effectively supervise crisis services delivered through digital communication.
Proficiency with digital communication platforms and electronic documentation.
Strong operational judgment and problem-solving abilities.
Ability to monitor performance metrics and translate findings into staff coaching and operational improvements.
Ability to remain composed and make sound decisions in high-pressure, crisis-related situations.
Commitment to person-centered and trauma-informed decision-making.
Reliable internet connectivity and a private, quiet workspace suitable for confidential behavioral health operations.
Strict adherence to HIPAA and organizational confidentiality requirements.

Nice To Haves

Experience working in a crisis call center, 988 environment, or digital crisis-response setting is highly valued.
Bilingual abilities preferred.

Responsibilities

Oversee day-to-day operations of the 988 Chat and Text services.
Monitor service levels, response times, queue management, and staffing coverage.
Coordinate scheduling and workforce management to maintain appropriate coverage.
Ensure operations consistently meet established service expectations.
Partner with IT and external vendors to troubleshoot platform and technology issues.
Provide leadership, direction, and oversight to crisis services staff.
Monitor counselor performance using established quality assurance measures.
Establish clear expectations and reinforce accountability for service quality.
Develop corrective action plans and performance improvement strategies when necessary.
Support a professional, responsive, and trauma-informed crisis services environment.
Review Chat and Text interactions to evaluate service quality and adherence to established protocols.
Monitor performance trends and identify opportunities to strengthen service delivery.
Ensure documentation standards are consistently maintained.
Use quality and operational information to inform coaching and performance improvement.
Ensure adherence to 988 Suicide & Crisis Lifeline policies, procedures, and performance standards.
Promote consistent application of crisis intervention protocols.
Maintain high standards for confidentiality, HIPAA compliance, and ethical service delivery.
Support organizational quality and compliance initiatives.
Support nights and weekends when necessary.
Participate in some on-site training responsibilities.