Description 988 Suicide & Crisis Lifeline LGBTQ+ Youth Voice Manager Remote | Baltimore, MD| Philadelphia, PA| New York, NY $60,000-$70,000 Salaried Full-Time | Monday-Friday |

Day Shift Travel:

Up to 10% Lead with Affirmation. Strengthen Crisis Response. Support LGBTQ+ Youth. About Us CarePoint Response, Inc. (CPR) is a nationally recognized nonprofit and Baltimore's comprehensive crisis response system. Since 1992, CPR has provided timely, community-based care for individuals and families experiencing mental health and substance use challenges. Our mission is to deliver effective behavioral health crisis services and treatment in the least restrictive environment—meeting people where they are, when they need it most. The Opportunity CarePoint Response is seeking an experienced and compassionate 988 Suicide & Crisis Lifeline LGBTQ+ Youth Voice Manager to join our expanding crisis services team. This leadership position oversees daily operations and staff performance while helping ensure that LGBTQ+ youth experiencing crisis or emotional distress receive high-quality, affirming, trauma-informed support through 988 . The Manager will oversee service quality, staffing, performance, risk management, and operational goals while ensuring alignment with 988 Suicide & Crisis Lifeline standards . This is an opportunity for a behavioral health leader who understands crisis intervention and can combine strong operational management with a genuine commitment to responsive, person-centered services for LGBTQ+ youth. What You'll Do Crisis Services & LGBTQ+ Youth Support Support incoming calls from LGBTQ+ youth experiencing crisis or emotional distress . Ensure individuals receive compassionate, affirming, and trauma-informed crisis support. Connect callers with appropriate LGBTQ+ affirming behavioral health, social, and community resources . Promote service delivery that recognizes the unique needs and experiences of LGBTQ+ youth. Operations & Workforce Management Oversee day-to-day crisis service operations. Monitor service levels, response times, queue management, and staffing coverage. Coordinate scheduling and workforce management to maintain adequate coverage. Identify operational trends and opportunities to enhance service delivery. Collaborate with IT and vendors to address platform or technical issues. Leadership & Staff Performance Provide leadership and oversight to crisis services staff. Monitor counselor performance using established quality assurance measures. Establish clear expectations for service quality and performance. Develop corrective action plans and performance improvement strategies when needed. Support staff accountability and continued professional development. Quality & Compliance Ensure compliance with 988 Lifeline policies, procedures, and performance standards . Review crisis interactions to evaluate quality and adherence to established protocols. Monitor quality assurance metrics and identify opportunities for improvement. Ensure documentation standards are consistently maintained. Promote a culture of quality, safety, accountability, and continuous improvement. Qualifications What We're Looking For Education Bachelor's degree in Counseling, Psychology, or a related field , or a bachelor's degree with equivalent crisis-services experience. Experience 2+ years of experience in crisis intervention or mental health services. 1+ year of supervisory or leadership experience. Experience supporting individuals experiencing behavioral health crises. Experience working in crisis call center, 988, or similar environments is valuable. Skills & Competencies Strong leadership and staff-management capabilities. Excellent written communication skills. Ability to effectively manage fast-paced crisis operations. Strong judgment and problem-solving skills in high-pressure environments. Proficiency with digital communication platforms and electronic documentation. Ability to monitor performance and translate findings into operational improvements. Ability to maintain professionalism and composure in crisis-related situations. Commitment to ethical, person-centered, affirming, and trauma-informed decision-making. Bilingual abilities preferred. Availability for flexible scheduling, including nights and weekends, when necessary.

Work Environment Remote Position:

This position requires reliable internet connectivity and a private, quiet workspace.

On-Site Training:

Some on-site training may be required.

Equipment Provided:

Laptop and headset are provided.

Confidentiality:

Employees must maintain strict adherence to HIPAA and organizational confidentiality requirements. Why Join CarePoint Response?

Comprehensive Benefits:

Our benefits package includes 100% employer-paid healthcare premiums for most available medical plans, providing substantial savings and comprehensive coverage for employees. Dental & Vision Insurance 403(b) Retirement Plan Vacation, Sick, Personal & Holiday Leave ️ Life Insurance & Long-Term Disability Professional Development & Leadership Opportunities Remote Work Environment Mission-Driven Work Supporting LGBTQ+ Youth During Critical Moments Lead a Service Where Every Voice Matters For an LGBTQ+ young person experiencing emotional distress or crisis, reaching out for help can be a critical moment. The quality, compassion, and responsiveness of that interaction matter. As the 988 Suicide & Crisis Lifeline LGBTQ+ Youth Voice Manager , you'll lead the people and operations responsible for helping ensure LGBTQ+ youth who reach out receive timely, affirming, high-quality crisis support. Apply today and help CarePoint Response strengthen affirming crisis care for LGBTQ+ youth. CarePoint Response, Inc. is an Equal Opportunity Employer.