Program Manager, Disaster Distress Helpline And Oklahoma Crisis Services

The Program Manager for the National Disaster Distress Helpline Chat and Text Center and Oklahoma Crisis Services, under the supervision and guidance of the Clinical Director, is responsible for the planning, development, and implementation of crisis intervention services through chat and text for the Disaster Distress Helpline and all contact modalities for Oklahoma Crisis Services that are apart of HeartLine. The Program Manager will provide monitoring and supervision of the Crisis Contact Shift Supervisors as it relates to Crisis Intervention, as well as consultation and training.

JOB RESPONSIBILITIES:

• Participate in regularly scheduled monthly resource, training, and quality improvement conference calls for all DDH Centers and Oklahoma State Crisis Contracts, including review of protocols, discussion of text volume manageability and metrics, frequent texters, and technical issues.
• Track and maintain performance measures and develop required reports (disciplinary, attendance, KPI, etc)
• Manage the creation, maintenance, scheduling, and documentation of crisis skills training.
• Manage and coordinate crisis follow-up programs, as well as track and report follow-up data.
• Provide Quality Assurance and follow-up for Oklahoma State Crisis Contracts and Disaster Distress Helpline reports.
• Provide one-to-one coaching and regular quality assurance monitoring for department supervisors.
• Address staffing, coaching, and disciplinary concerns with the supervisor and/or director, HR.
• Responsible for keeping informed on latest research related to crisis intervention and updating program accordingly.
• Represent HeartLine in the community through outreach activities, community collaboration, and education in crisis intervention services.
• Flexible scheduled work week. Some evenings/weekend work required.

** The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and required skills. Other duties may be assigned as needed.

Bachelor’s degree or comparable job-related experience required, preferably in social services, mental health, or related fields.

• Experience working with volunteers and/or staff, training and presenting to groups of people required.
• Strong leadership and team-building skills, with the ability to foster a supportive and collaborative work environment.
• Excellent communication and interpersonal skills, with the ability to interact effectively with individuals in crisis and diverse stakeholders.
• Knowledge of mental health issues, crisis intervention techniques, and trauma-informed care principles.
• Ability to work effectively in a fast-paced and high-pressure environment, demonstrating composure and empathy in challenging situations.
• Non-profit experience and background in crisis intervention or suicide prevention preferred-
• Previous experience in crisis intervention, mental health counseling, or related fields.

REQUIRED SKILLS AND ABILITIES:

• Strong verbal skills, people skills, and computer skills required.
• Ability to work with staff and volunteers.
• Ability to show compassion and nonjudgmental attitude while assisting callers with diverse and complex needs.
• Ability to handle stress due to scope and type of calls that may be received.
• Must have attention to detail and the ability to multi-task.
• Candidates must be willing to work days, with some evenings and weekends on occasion.
• Physically able to lift 20 pounds, sit for long periods of time, talk on the telephone, and bend/stoop.