Assistant Program Manager

Description

Position Title: Assistant Program Manager

Program/Location: Central Coast Hotline and Crisis Dispatch/ San Luis Obispo

Position Summary:

The Central Coast Hotline & Crisis Dispatch Assistant Program Manager is a full-time position that includes after-hours and participation in the Hotline’s on-call rotation. The Assistant Program Manager supervises Crisis Line & Dispatch Specialists and the Lead Crisis Line Specialist, who answer calls from the public, including calls forwarded after hours from SLO County Behavioral Health (Mental Health), TMHA programs, and Lumina Alliance during designated periods. The Assistant Program Manager also provides direct call coverage when scheduling needs require it.

This position has primary responsibility for the Mobile Crisis Team Dispatch component of the Hotline, including daily operations, staff guidance, dispatch-related questions and escalations, quality assurance and quality control, training, and coordination with the Mobile Crisis Team Lead. The Assistant Program Manager assists the Program Manager with call center operations, including scheduling, volunteer development, operational support, and required clerical tasks and contract documentation. The position also coordinates staff and volunteer training and plays a significant role in the agency’s trauma-informed suicide prevention efforts.

The position collaborates with local health systems, schools, community-based organizations, and their leadership to support the local strategic plan and upholds and promotes TMHA’s philosophy in all duties performed.

Hours/ Salary Employee Perks:

Full-time, exempt position. 40 hours per week. Anticipated hiring range is $70,720-$76,000. Includes a generous individual benefits package that includes health, dental, vision, life, 403b retirement (with up to a 5% employer match) paid vacation/holiday time, paid sick time and a variety of helpful employee perks as well. (*Full Salary Schedule $70,720-$81,411).

Employee Perks:

A few of our helpful employee benefits include membership discounts to various local fitness centers. We offer years of service gift cards to businesses of your choice. We offer gift cards for walking, biking, or carpooling to work as well as 20% discount for shopping at our Growing Grounds Downtown Store/Nursey/ Farm. We host two employee appreciation events for employees and their families yearly. We practice Trauma Informed Care Principles, Guidelines for Collaborative Conversations, and encourage the use of pronouns. We mindfully promote equality, respect and diversity of race, gender, sexual orientation, religion, ethnicity, national origin, and all the fascinating characteristics that make us different! TMHA is also a pet friendly workplace (upon approval)!

Organization Description:

Transitions – Mental Health Association is a leading non-profit agency committed to providing comprehensive mental health services and support to individuals and families by inspiring hope, growth, recovery and wellness in our communities. TMHA has decades of experience with teams of compassionate staff. TMHA is a driving force in improving mental health and wellness in our communities and a supportive and inclusive work environment that values diversity and individual contributions.

Mission Statement:

Transitions Mental Health Association is a nonprofit organization dedicated to eliminating stigma and promoting recovery and wellness for people with mental illness through work, housing, community and family support services.

Responsibilities and Duties:

1. Coordinate and monitor suicide prevention efforts and training, including evidence-based and best practice curriculum.

2. May lead, facilitate, and coordinate support groups for attempt survivors.

3. Serve as the primary operational resource for dispatch-related questions and escalations during assigned work hours and provide support during assigned Hotline on-call periods. Maintain comprehensive working knowledge of dispatch protocols, response pathways, team availability, and documentation requirements. Coordinate backup support and clear escalation procedures with the Program Manager when unavailable.

4. Oversee the daily operation and implementation of the Mobile Crisis Team Dispatch component of the Central Coast Hotline. Coordinate closely with the Program Manager and Mobile Crisis Team Lead to address operational issues, communicate response capacity, support clear handoffs, and resolve dispatch-related concerns.

5. Provide dispatch-specific quality assurance and quality control through review of call and dispatch documentation, observation, protocol-adherence monitoring, staff feedback, and identification of training needs. Coordinate dispatch onboarding, ongoing training, competency development, and updates to training materials and workflows. Monitor Hotline service quality and protocol adherence through other quality-assurance activities assigned by the Program Manager. Help coordinate other program training, meetings, and professional development.

6. Coordinate trainings of evidence-based and best-practice suicide prevention and post-vention curricula (e.g., Applied Suicide Intervention Skills Training (ASIST), QPR).

7. Provide scheduled Hotline coverage, including designated after-hours or overnight awake shifts when required, and support urgent coverage needs.

8. Employees in this position are required to participate in a rotating on-call schedule as part of their regular job duties. This includes providing client support services during weekday after-hours and all weekend hours, in accordance with our program’s contractual obligations. Flexibility and reliability are essential. Employees must respond, sometimes in person, in accordance with our on-call policy

9. Assist in tasks related to dispatch operations, including scheduling, follow-up calls, documentation, and support for Crisis Line Specialists, volunteers, and interns.

10. Attend necessary training and meetings as assigned by the Program Manager.

11. Communicate constructively and in a timely manner to supervisor. Remain approachable and open for supervisors to communicate issues and questions. Accept constructive feedback from supervisor.

12. Promote, encourage and maintain trauma-informed practices in all services and activities. Practice and promote, both individually and in team meetings, TMHA’s Guidelines for Collaborative Communication in order to facilitate clear, empathetic and person-centered communication.

13. Meet with and communicate with the Program Manager or Coordinator regarding assignments.

14. Help create an atmosphere on the phone that is comfortable for callers. Be available to answer questions and assist callers in a professional manner and tone. Provide feedback regarding callers to the Program Manager.

15. Provide emotional support, crisis assessment, and resource referrals for callers.

16. Maintain a detailed log of calls on a database as directed by the Program Manager, according to call center protocols.

17. Responsible for completing various procedures at the start and end of each shift.

18. Participate in monthly staff and volunteer meetings to receive training and updated resource information and maintain a connection with volunteers.

19. Attend community events to represent the Central Coast Hotline and provide information about the hotline to the community.

20. Serve as the designated operational point-person and exercise delegated decision-making authority when the Program Manager is unavailable.

21. Assume other duties and responsibilities as assigned by the Program Manager.

Job Environment:

1. Moderate to substantial physical activity. May include moving or lifting up to 50 lbs.

2. Involves moderate risks that require safety precautions and the risk of exposure to potentially intense situations.

3. Involves use of a cloud-based computer system and database for recording calls and accessing resources.

4. Remote work possible.

Requirements

Minimum Requirements:

1. Education or experience in human services, behavioral health, crisis services, human relations, or a related field sufficient to perform the position’s responsibilities. Experience assisting individuals in a mental health crisis preferred.

2. Experience providing leadership, coaching, training, facilitation, or shift coordination; formal supervisory experience preferred. Skilled in developing agendas, facilitating productive meetings and groups, and developing and delivering engaging, audience-appropriate trainings.

3. Knowledge of best practices in crisis-line services, suicide prevention, crisis intervention, and postvention, including suicide risk factors across populations. Training in suicide prevention/intervention preferred. Willingness and ability to complete the required program.

4. Knowledge of trauma-informed and person-centered service delivery and community engagement strategies, including the collective impact model and similar approaches. Ability to establish and maintain effective relationships with community partners, including schools, health and mental health providers, and organizational leaders, and facilitate collaborative efforts across teams and partner systems.

5. Knowledge of program evaluation, monitoring, and performance measurement; skilled in developing performance measures and using findings to guide improvements. Ability to interpret and present suicide data in ways that are understandable, culturally responsive, and appropriate for the audience.

6. Ability to use cloud-based phone systems, databases, scheduling tools, and office applications while managing multiple tasks. Ability to independently design and lead projects and program activities, balance competing priorities, and consistently meet deadlines.

7. Ability to provide clear direction and supportive coaching while maintaining professional boundaries and confidentiality. Demonstrated ability to quickly develop rapport preferred.

8. Spanish Bi-lingual preferred.

9. Must be available to work designated after-hours or overnight awake shifts as needed.

10. Must participate in the on call rotation schedule to provide services to clients after hours and on weekends.

11. Strong interpersonal skills, collaborative work style and strong oral, written, and communication skills.

12. Well defined organizational and time management skills.

13. Ability to work independently and flexibly

14. Ability to handle intense situations, display good judgment and decision-making skills, and remain calm and clearheaded under pressure.

15. Able to work effectively with a variety of people and personality types regardless of age, ethnicity, race, religion, sexual orientation, gender identity/expression or socio-economic level

16. Ability to possess and maintain good physical and mental health.

17. Ability to work well within a team and maintain a professional, respectful attitude in the workplace.

18. Ability to be willing to work with supervisor oversight and direction.

19. Attendance is an essential function of this job that requires face-to-face interaction with clients and/or other employees.

20. Ability to mindfully promote equality and respect diversity of race, gender, sexual orientation, religion, ethnicity, national origin and all of the other fascinating characteristics that make us different.

21. Demonstrate the ability to successfully deliver culturally responsive services

22. Knowledge of the various dimensions of diversity, including mental health, gender, race and ethnicity.

23. Must use reasonable precaution in the performance of one’s duties and adhere to all applicable safety rules and practices while acting in such a manner as to assure at all times, maximum safety to one’s self, fellow employees, clients, and other persons contacted through TMHA business

24. Must have a strong commitment to the right, ability and choice of each person to live in a safe environment; develop a meaningful role in the community; and have access to competent and continuous supports and services.

25. Must have a reliable automobile and utilize your own vehicle at work with company mileage reimbursement when a company vehicle is not available.

26. Conditions of employment include:

• Must be at least 18 years of age; possess a valid CA Driver’s License, at least 2 years driving experience and DMV driving record that meets TMHA’s current vehicle insurance requirements. May be required to utilize reliable personal vehicle and auto insurance.

• Must comply with a TB assessment (possibly a TB test if needed to confirm a negative tuberculosis result) and receipt of a criminal record clearance through fingerprinting.

• Must be able to successfully complete First Aid and CPR training.

Physical Demands:

1. Seeing

2. Hearing

3. Speaking

4. Stooping/Bending

5. Moving around office

6. Moving between offices/clients

7. Driving

8. Climbing

9. Lifting/carrying heavy items

10. Computer use

11. Pushing/pulling/dragging items

12. Standing for long periods

13. Working outside

14. Using hands/fingers