988 Lifeline Center Manager

Mental Health Minnesota is seeking a 988 Lifeline Center Manager. The successful candidate will be a strategic thinker and problem solver who can anticipate and help address challenges in a proactive way. The position demands a commitment to high-quality and reliable service, as well as a willingness to continue to look at ways to improve the service. Experience in mental health and/or crisis services is highly valued, and experience in providing staff oversight and supervision is required.

Reports to: Executive Director

Staff Direct Reports: Training and Logistics Coordinator, Data and Reporting Coordinator, Call Center Supervisors, 988 Lifeline Counselors

Job Type: Full-time (1.0FTE), Monday through Friday, 9 AM to 5 PM. Up to 40% remote work may be available. Some flexibility in the schedule is required based on job requirements and the 24/7 nature of the work performed by this program.

Position Summary: The 988 Lifeline Center Manager is responsible for the management of Mental Health Minnesota's 988 Suicide and Crisis Lifeline Center, which provides counseling, resources and support for those seeking help from the 988 Suicide and Crisis Lifeline via text or online chat. Lifeline services provided by the organization currently operate from 9 AM to 12 AM, but will move to 24/7 availability by the second quarter of 2024.

Position Details:

Program Management

• Along with the Peer Support Programs Manager, serve as part of an organizational leadership team that provides support to staff and helps Mental Health Minnesota's programs and services succeed and grow
• Serve as Mental Health Minnesota's primary point of contact with Vibrant Emotional Health (the administrator of 988 nationally)
• Collaborate with the other 988 Lifeline Centers in Minnesota and attend related meetings as needed
  
• Provide a weekly report on 988 Lifeline Center activities to the Executive Director, and bring concerns forward immediately that affect program operations
• With an eye toward continuous improvement, seek out new and innovative ways for Mental Health Minnesota to meet the needs of those seeking help from the 988 Suicide and Crisis Lifeline, and bring suggestions and recommendations to the Executive Director for consideration
• Work with the Training and Logistics Coordinator to ensure that all 988 Lifeline staff complete required training and continuing education and that the 988 Lifeline service is adequately staffed
• Review program/service reports provided by the Data and Reporting Coordinator to assess outputs and outcomes, identify needs and gaps in the service, and ensure that reports to the state are submitted on a monthly basis

Staff Oversight

• Manage hiring and oversight of Call Center Supervisors and 988 Lifeline Counselors
• Work with all direct reports to provide coaching and feedback, and address personnel concerns as needed
• Ensure that organizational and program policies, procedures and practices are implemented and followed consistently
• Review text/chat transcripts and work with 988 Lifeline staff as needed to meet goals and ensure high-quality service
• Communicate information as needed to 988 Lifeline staff in a clear and consistent way
• Assist with provision of back-up coverage for call center supervisors
• Develop a plan to connect staff and interns to clinical supervision as needed
• Work with the Peer Support Programs Manager to coordinate regularly scheduled call center staff meetings, as well as to address concerns that relate to peer support programs as well as the 988 Lifeline

Education and Experience: A master's degree or bachelor’s degree is strongly preferred but not required. Experience providing staff oversight and supervision is required. Experience in mental health and/or crisis services is highly valued, and a licensed mental health professional who is able to provide clinical supervision is a plus. Candidates must be comfortable with the use of technology, including email, data entry, Microsoft and Excel, and cloud-based services.

Salary and Benefits: The starting annual salary range for this position is $60,000 to $70,000, depending on experience. The successful candidate will also receive a $1,000 new hire bonus (payable after 60 days of successful employment). Benefits include a flexible schedule, $400/month in additional pay in lieu of insurance, paid holidays, generous paid time off and Earned Sick and Safe Time, 401(k) match, an Employee Assistance Program (EAP), free parking, easy access to mass transit, and more. Up to 40% remote work may be available for this position after 60 days of successful employment.