Director of Crisis Line Operations Position Available In Union, New Jersey

Director of Crisis Line Operations Caring Contact Westfield, NJ 07090 Founded in 1975, Caring Contact has been promoting emotional well-being and preventing emotional crises by providing a safe environment for people to express themselves to compassionate listeners. We manage a non-emergency warm line and respond to calls to the 988 Suicide & Crisis Lifeline for seven counties in New Jersey. Our crisis lines are staffed by highly trained volunteers and paid part-time Listeners, and we provide comprehensive training programs focused on suicide awareness and intervention. The Director of Crisis Line Operations (DCLO) is responsible for overseeing the day-to-day operations of the Caring Contact Warm Line and the 988 Suicide and Crisis Lifeline. The DCLO provides leadership and supervision to Listeners and support staff ensuring high-quality service delivery aligned with organizational values and external requirements. This role includes developing and implementing strategies for Listener retention, engagement, and evaluation, maintaining compliance with 988 Suicide & Crisis Lifeline and state crisis line standards, and fostering a compassionate and effective team environment. Prerequisite

• Minimum 21 years of age with a college degree in behavioral health, Masters prefered
• Experience at a 988 crisis center or similar mental health/call center setting
• Supervisory and/or program management experience strongly preferred Job Responsibilities Listener Supervision & Engagement Provide day-to-day support and supervision to all volunteer and paid Listeners Conduct regular performance reviews with Paid Part-Time Listeners (PPLs) Lead recurring meetings: o Quality Assurance Committee (biannually) o Remote Listener meetings (biannually) o Paid Listener meetings (quarterly) o After -Hours Support Peer Program meetings (quarterly) Oversee the Listener Debrief Program and ensure regular participation and follow-up Collaborate with the Director of Training to identify ongoing development needs Support recruitment, retention, and recognition efforts for Listeners Operations Management Monitor daily operations to ensure services are delivered effectively and in alignment with organizational policies Supervise after-hours Support Peer Program, ensuring role clarity and accountability Ensure appropriate staffing levels and call coverage; proactively address coverage gaps Work with Supervisor of Technology to monitor and manage the ACD phone system to ensure efficient call routing and response Collaborate with the Executive Director to address operational challenges and support continuous improvement Ensure that Frequent Callers are effectively identified and managed Regularly review and ensure compliance with policies from Vibrant, International Council for Helplines (ICH), and relevant state agencies Quality Assurance & Improvement (QI) Lead the organization’s QI efforts by: Identifying and reviewing selected calls Completing QI Interactions Developing and implementing performance improvement plans when necessary Coordinate with leadership to refine internal policies and ensure they reflect best practices Call Management & Compliance Ensure Listeners and Staff adhere to all internal procedures and protocols during interactions with Callers Provide immediate guidance or intervention during calls, as needed Ensure the highest level of confidentiality, professionalism, and empathy in all interactions Maintain up-to-date knowledge of emerging trends, standards, and best practices in crisis intervention and mental health Additional Expectations Participate in organizational events, training sessions, and community outreach as needed Attend professional development opportunities to maintain competency and leadership in the field Serve as part of the leadership team, contributing to strategic planning and organizational development Completion of the Caring Contact Listener Training upon acceptance of position

Job Type:

Full-time Pay:

$90,000.00 – $100,000.00 per year

Benefits:

Health insurance Paid time off Retirement plan

Schedule:

8 hour shift Monday to Friday People with a criminal record are encouraged to apply

Work Location:

In person