[Hiring] 988 Suicide and Crisis Lifeline LGBTQ Youth Voice Manager @CarePoint Response

Role Description

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.

• 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.

• 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.

• 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.

• 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

• Bachelor's degree in Counseling, Psychology, or a related field, or a bachelor's degree with equivalent crisis-services 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.
• 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.

Benefits

• 100% employer-paid healthcare premiums for most available medical plans.
• 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.