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; 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.