Program Manager - Crisis Line/988

The Program Manager is responsible for the operational oversight, quality management, and leadership of the Crisis & Information Line and digital crisis services (text and chat). This role ensures efficient service delivery, high-quality interactions, and alignment with organizational standards and strategic goals. The Program Manager provides leadership to supervisory staff, supports workforce development, oversees quality assurance processes, and promotes a positive and resilient team culture.

Why Choose RiverValley Behavioral Health?

RiverValley Behavioral Health is now a Certified Community Behavioral Health Clinic (CCBHC), expanding access to high-quality, integrated care in the communities we serve. Join a mission-driven organization committed to clinical excellence, professional growth, and meaningful impact.

We offer:

• Competitive pay
• Comprehensive benefits (health, dental, vision, Telehealth)
• Paid time off + 9 holidays
• Retirement plan options
• Tuition reimbursement + free CEUs
• Clinical supervision
• Wellness & employee assistance programs
• Mileage reimbursement for work related travel
• Public Service Loan Forgiveness (PSLF) - eligible employer

Essential Functions:

• Provide overall leadership and operational oversight of the Crisis Line, Point of Entry, and text/chat services, ensuring efficient workflows and effective staff utilization.
• Directly supervise and support the managers of the Crisis Line and Text/Chat teams, including goal setting, performance management, and professional development.
• Serve as the primary point of escalation for complex or high-risk situations, ensuring appropriate protocols and resources are utilized.
• Ensure adherence to organizational policies, regulatory requirements, and service delivery standards.
• Support staff decision-making by providing timely guidance and problem-solving support during operations.
• Oversee quality assurance activities, including record reviews, call/text/chat monitoring, and evaluation of service delivery standards.
• Review documentation and service interactions to ensure accuracy, consistency, and compliance with established protocols.
• Monitor and evaluate staff and program performance using data, metrics, and outcome tracking.
• Lead performance improvement initiatives to enhance service quality, efficiency, and client experience.
• Coordinate onboarding and ongoing training for Crisis Line Specialists and support staff.
• Identify training needs through performance data and feedback; develop and implement training initiatives accordingly.
• Support the development and maintenance of staff competencies related to crisis response protocols, communication skills, and resource navigation.
• Promote staff wellness by developing and supporting initiatives that reduce burnout and encourage resilience.
• Foster a positive team environment that emphasizes collaboration, accountability, and professional growth.
• Maintain documentation related to staff supervision, training, and quality activities.
• Collaborate with leadership on scheduling, staffing strategies, and program development.
• Participate in community outreach, partnership development, and stakeholder engagement activities as needed.
• Execute additional responsibilities aligned with organizational priorities and program growth.

Education and Experience:

• Bachelor's degree required in Psychology, Social Work, or related human services field; Master's degree preferred in Business Administration, Healthcare Administration, Public Administration, or a related field.
• Minimum of two (2) years of experience in program coordination, operations, call center management, crisis services, or a related field.
• Prior supervisory or leadership experience preferred.

Skills:

• Strong leadership and team management skills with the ability to supervise and develop staff in a fast-paced environment
• Knowledge of call center or service delivery operations, quality assurance practices, and performance management.
• Excellent organizational and time management skills, with the ability to manage multiple priorities and meet deadlines.
• Strong analytical skills and problem-solving skills, including the ability to interpret data and drive improvements.
• High level of proficiency in using office software, call center management tools, and data analysis platforms.
• Strong communication skills, both verbal and written, with the ability to collaborate across teams and with external partners.