Crisis Line Training Program Manager

The pay range for this role is $86,031 - $98,836 annually.

About Didi Hirsch

Didi Hirsch Mental Health Services has been a national leader in whole-person mental health, crisis care, and substance use services since 1942 and is home to the nation's first Suicide Prevention Center. We are a nonprofit organization providing care to about 270,000 people annually across our programs. Didi Hirsch has deep roots in community-based mental health and a commitment to providing culturally responsive services that are just and equitable. More than 1,000 dedicated employees and volunteers make Didi Hirsch's work possible.

Summary

As a Crisis Line Training Program Manager, you will be responsible for supervising and supporting the Suicide Prevention Center crisis line training team. Under the guidance of the program director, you will oversee all aspects of the crisis line training program and serves as a primary liaison between the SPC crisis line training team and the community training programs to coordinate and standardize suicide prevention trainings.

Primary Duties

• Oversee a highly effective team to accomplish the program's short and long-term goals.
• Lead and support the crisis line training coordinators in managing the entire training process, including application review, interviews, trainee file management, and ensuring a seamless training experience from onboarding to completion.
• Lead and support the crisis line training coordinators in developing and maintaining the course content.
• Lead quality assurance on all training presentations and materials and ensure compliance with national and state standards.
• Lead the development of new presentations and the maintenance and regular updates of the existing curriculum.
• Coordinate with the crisis line clinical and operations teams to ensure efficient training calendar to meet ongoing staffing needs.
• Ensure all training content aligns with current best practices, research, and crisis center guidelines for suicide prevention.
• Organize and maintain a continuing education program for crisis line staff and volunteers to ensure ongoing training and compliance.
• Provide support to the training and outreach program manager on the coordination and development of engagement and advocacy projects.
• Identify staff training needs and ensure development and implementation of programs that address needs; participate in delivering training sessions, as needed.
• Collaborate with internal and external teams to develop and strengthen the agency's brand.
• Across the SPC division, ensure all community and crisis line presentations incorporate the most recent and accurate data, adhere to agreed-upon standards and guidelines, and denote uniformity.

Management Duties

• Perform managerial duties to include interviewing applicants for employment; assigning and reviewing progress of assignments; conducting performance appraisals; recommending salary increases; and developing higher levels of expertise in staff members by encouraging further education, participation in seminars and providing learning opportunities.
• Attend, participate, lead and/or facilitate routinely scheduled meetings as requested or required for the program, division, or agency.
• Provide support to the program director and agency leadership on special crisis line training related projects and management.

Position Requirements

• Minimum Master's degree in psychology, social work, public health, or related field.
• Minimum 2 plus years of people management.
• Minimum 3 years in training development and/or provision.
• Demonstrated familiarity with suicide prevention, 988, crisis hotlines, and 24/7 crisis care settings.
• Strong coaching and people management skills and ability to build a cohesive environment across multiple teams.
• Demonstrated expertise in suicide prevention and crisis line training development and provision.
• Strong public speaking/presentation skills and experience.
• Advanced skills to present ideas, information, and viewpoints clearly, both verbally and in writing.
• Effective collaboration and relationship building skills.
• Ability to use analysis, experience, and judgment to make effective decisions.
• Business management skills, encompassing tactical as well as strategic thinking.
• Excellent time management, organization and prioritization skills.
• Flexibility and ability to manage multiple competing priorities.
• Strong written and oral communication skills.
• Superior PowerPoint development skills.
• Working knowledge of agency policies and procedures, HIPAA, DMH, DPH, and other state, federal regulations related to outpatient and crisis line services.

Supervisory Responsibility

• Managerial responsibility for a professional and support staff of two or more, some directly and some through program coordinators.

Our Vision

A future where everyone has equitable access to care and is empowered to achieve optimal mental health and well-being.

Our Mission

Didi Hirsch provides compassionate mental health, substance use, and suicide prevention services to individuals and families, especially in communities where discrimination and injustice limit access.

CORE VALUES

Excellence: We are constantly innovating, learning from the communities we serve, and applying the latest research to advance best practices. We uphold the highest ethical standards to ensure we are providing compassionate and excellent care.
Diversity & Inclusion: We value diversity of background, experience, and ideas, committing to a workforce representative of the communities we serve. We celebrate differences and prioritize creating a sense of belonging.
Equity: We are dedicated to maintaining equitable practices in our healthcare delivery and workplace culture, and we work to dismantle disparities and discrimination within both systems of care and society.
Well Being: We are devoted to the well-being of our staff, volunteers, and communities, and believe healthy teams lead to healthy clients.
Advocacy: We advocate across all levels of government and use our voice to reduce barriers to care, including stigma, systemic racism, and parity across payers, with the goal of access to high quality, integrated healthcare for all.
Community Engagement: We build partnerships in the community and across sectors to create a more inclusive and responsive mental health ecosystem and enhance greater accessibility to care and support.

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