988 Manager

Office Location: 224 W. Hill St. Suite 401, Chicago IL; currently a full remote position (subject to change). Background: Guided by the experiences of those living with mental health conditions and rooted in equity, NAMI Chicago educates to fight stigma and discrimination, fiercely advocates for our community, and shares hope, connection and expertise with people on their mental health journey. NAMI Chicago seeks to fill gaps in Chicago's mental health system, with an intentional emphasis on serving underrepresented populations and breaking down barriers to care. Who We Are: An employer who prioritizes your wellness An employer who supports your growth An employer who sees and acknowledges all of you An employer who educates and advocates for mental health while sharing hope with those on their mental health journey or supporting individuals on their mental health journey. Who We Are Looking For: The 988 Clinical Manager contributes to NAMI Chicago’s overall mission by supporting the Senior Manager in managing the quality of care that the 988 team provides to ensure that callers receive appropriate crisis support and linkage to services. The NAMI 988 Call Center provides immediate crisis support such as safety planning, emotional regulation and linkage to higher levels of care as needed. The 988 Clinical Manager’s primary responsibility is to engage in day-to-day management of team functions and evaluate 988 performance to maintain a high quality of service through scheduling, supervision and quality assurance. The Clinical Manager uses data and feedback to address performance trends, strengthen operational effectiveness, and ensure consistent adherence to service protocols and clinical best practices. This role also supports supervisors in navigating complex situations and escalations while fostering a supportive environment that prioritizes staff development, accountability, and wellness. The ideal candidate will have a master’s degree in psychology, counseling, social work or a related field. They will also preferably have a CACD, or an LCSW or LCPC with equivalent clinical experience related to substance use. A CRSS or CPRS certification is welcomed. The candidate will also have experience in a supervisory role in the mental health field as well as an ability to connect with callers in crises and provide a source of encouragement and hope. Essential Functions & Responsibilities: 988 Team Leadership & Supervision: Provide day-to-day supervision of the NAMI Chicago 988 Call Center team including assigning tasks to supervisors and team members as appropriate and providing in-the-moment coaching and problem solving. Provide direct supervision to supervisors including performance management, goal setting and expectations, and coaching in management/supervisory skills. Support supervisors in addressing performance concerns, staff development needs, and day-to-day operational challenges. Provide auxiliary operations support to the other Crisis & Support Operations teams; provide direct oversight of the Outbound 988/Helpline sub-program. Foster a supportive, equitable, and accountable team culture through consistent communication, feedback, and performance management. Cultivate a culture of wellness for the 988 team. Support crisis counselors in understanding and accessing wellness supports. Adhere to the organization’s wellness policies Support the Senior Manager in implementing program-wide goals, priorities, and performance expectations across the 988 team. Collaborate with the Senior Manager and Training Manager to identify performance gaps, inform training priorities, and support continuous improvement across the 988 team. Operations and Staffing: Primary management of the 988 schedules, including the use of a workforce management platform to assess and respond to trends, staffing fluctuations, staff wellness needs and adequate coverage Partner with the Senior Manager to evaluate team structure, workflows, and staffing needs to support effective day-to-day operations and evolving program demands. Serve in an on-call capacity on a weekly rotating basis to support operations and clinical excellence. Serve as a back-up supervisor if needed. Quality Assurance & Continuous Improvement: Primary responsibility of the 988 quality improvement program, including metrics, feedback loops, working with training managers to identify and develop responsive trainings to address quality assurance trends. Ensure fidelity to the mission of 988 and encourage continual growth and improvement in quality of services provided. Monitor clinical service quality, call handling, documentation, and adherence to established practices. Co-lead the organization of case review and organizational updates, both 1:1 and in team meetings. Requirements Education and Experience: Education: Master’s Degree in social service field. QMHP status required. Five years or more experience working with people living with mental illness in a community mental health agency, hospital, or other setting. Two-five years of training and supervisory experience in a mental health setting. Essential Knowledge, Skills and Abilities: Experience with and able to demonstrate ability to serve anyone in the greater Cook County area who contacts 988. The NAMI Chicago 988 Call Center is a no-barriers access point to support, education and referrals for individuals and families in crisis. This is especially true for our underrepresented and vulnerable populations, including social and racial/ethnic minorities, youth and young adults, and those with severe mental illness. Ability to make real-time rapid assessments of needs, dexterity in judgement and navigation of a situation, recognition of appropriate utilization of leadership support and self-regulation of response to staff. Excellent verbal and written communication skills, with the ability to effectively communicate with the team, callers and community stakeholders. Exhibits sensitivity and empathy regarding human service issues and projects a non-judgmental attitude towards those requiring assistance. Ability to maintain confidentiality of sensitive information and show professionalism, reliability, and responsibility. Familiar with community resources and how to work with law enforcement and other community organizations (i.e., Hospitals, outpatient clinics, etc.). Growth mindset with willingness to be curious, engage in learning and support the change management needs of the team. Welcomed Qualifications: Strongly preferred: CADC, or LSW, LPC, LCSW or LCPC with documented SUD experience, or an RDDP (Registered Dual Diagnosis Professional). Bilingual in Spanish and English preferred. Computer Skills: Proficiency Microsoft applications and other software routinely used by NAMI Chicago. Ability to quickly learn new platforms and software as needed. Crisis response experience either via phone, text or chat preferred. Desired but not required: Possess a Certified Recovery Support Specialist (CRSS) or Certified Peer Recovery Specialist (CPRS) credential. Other Information Working Conditions: NAMI Chicago 988 Lifeline Crisis Counselors work in a remote environment. The role may involve sitting for extended periods and using telephone and computer equipment. The role involves extended periods of looking at digital device screens. The demanding nature of this work requires prioritizing self-care and being an advocate for your own wellbeing. Breaks are mandatory to comply with labor laws and to ensure Crisis Counselors get the reprieve they need to be successful. This role requires a degree of flexibility with your availability and time during your scheduled shift (i.e. break times may vary if you are interacting with a person in crisis at the time of your scheduled break). Other: Attend two quarterly virtual team meetings in the first month of the quarter in October and April as well as two in-person retreats in January and July. During the second and third month of every quarter, attend one virtual team meeting as scheduled. Attend bi-weekly supervisor meetings and weekly manager meetings. Must have a private, confidential space to work from in your home that is free of distractions for the duration of your shift. Must be able to work over a private, secure, password protected internet connection with a minimum speed of 300 Mbps (10 Mbps upload). Company sponsored wellness activities. Medical, Dental and Vision benefits. Company sponsored Life and AD&D Insurance and Long-Term Disability. Critical Illness Insurance, Hospital Indemnity, Accident Insurance, Short Term Disability Coverage. Generous PTO. Salary Range: $64,000 - $74,000 NAMI Chicago is an inclusive employer, we welcome and encourage BIPOC, LGBTQ+, Veterans, Differently Abled, Returning Citizens and All Who Are Dedicated to Mental Health to Apply. #J-18808-Ljbffr NAMI Chicago