[Hiring] National Text and Chat Manager @CarePoint Response

Role Description

CarePoint Response is seeking an experienced and compassionate 988 Suicide & Crisis Lifeline Call Center Manager to oversee the daily operations of our Chat and Text crisis services.

• Lead the team and strengthen crisis response.
• Ensure individuals experiencing emotional distress or suicidal crisis receive immediate, confidential, trauma-informed support.
• Oversee staff performance, service levels, response times, queue management, staffing coverage, quality assurance, and compliance with 988 Suicide & Crisis Lifeline standards.

What You’ll Do

• Call Center Operations
  • Oversee day-to-day operations of the 988 Chat and Text services.
  • Monitor service levels, response times, queue management, and staffing coverage.
  • Coordinate scheduling and workforce management to maintain appropriate coverage.
  • Ensure operations consistently meet established service expectations.
  • Partner with IT and external vendors to troubleshoot platform and technology issues.
• Leadership & Staff Performance
  • Provide leadership, direction, and oversight to crisis services staff.
  • Monitor counselor performance using established quality assurance measures.
  • Establish clear expectations and reinforce accountability for service quality.
  • Develop corrective action plans and performance improvement strategies when necessary.
  • Support a professional, responsive, and trauma-informed crisis services environment.
• Quality Assurance & Continuous Improvement
  • Review Chat and Text interactions to evaluate service quality and adherence to established protocols.
  • Monitor performance trends and identify opportunities to strengthen service delivery.
  • Ensure documentation standards are consistently maintained.
  • Use quality and operational information to inform coaching and performance improvement.
• Compliance & 988 Standards
  • Ensure adherence to 988 Suicide & Crisis Lifeline policies, procedures, and performance standards.
  • Promote consistent application of crisis intervention protocols.
  • Maintain high standards for confidentiality, HIPAA compliance, and ethical service delivery.
  • Support organizational quality and compliance initiatives.

Qualifications

• Education
  • Bachelor’s degree in Counseling, Psychology, or a related field required.
  • A bachelor’s degree combined with equivalent crisis-services experience may also be considered.
• Experience
  • Minimum of two (2) years of experience in crisis intervention or mental health services.
  • Minimum of one (1) year of supervisory or leadership experience.
  • Experience working in a crisis call center, 988 environment, or digital crisis-response setting is highly valued.
• Skills & Competencies
  • Strong leadership and staff-management skills.
  • Excellent written communication skills.
  • Ability to effectively supervise crisis services delivered through digital communication.
  • Proficiency with digital communication platforms and electronic documentation.
  • Strong operational judgment and problem-solving abilities.
  • Ability to monitor performance metrics and translate findings into staff coaching and operational improvements.
  • Ability to remain composed and make sound decisions in high-pressure, crisis-related situations.
  • Commitment to person-centered and trauma-informed decision-making.
  • Bilingual abilities preferred.

Work Environment

• Primarily Remote: This position operates remotely with some on-site training responsibilities.
• Private Workspace: Remote work requires reliable internet connectivity and a private, quiet workspace suitable for confidential behavioral health operations.
• Equipment Provided: CarePoint Response provides a laptop and headset.
• Employees must maintain strict adherence to HIPAA and organizational confidentiality requirements.

Benefits

• 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 Growth Opportunities
• Collaborative, Mission-Driven Team Environment
• Meaningful Work Supporting People During Their Most Critical Moments