Crisis Connections
Clinical Manager of 988 Crisis Services
Location:
Fully remote. Some onsite requirements in Seattle, WA.
Salary:
$95,000-105,000 annual salary, depending on experience.
Reports to:
Clinical Director of 988
Position Title: Clinical Manager of 988 Crisis Services
Type: Full-Time, Exempt.
Schedule: Monday-Friday, 8am-4pm.
The Clinical Manager of 988 Crisis Services is ready to join an innovative program and is responsible for the daily operations of the 988 Suicide and Crisis Lifeline.
Responsibilities
Support in the management, rollout of new services and technology, and ongoing operational oversight of the 988 Crisis and Suicide Lifeline work.
Ensure contract compliance including providing consistent quality assurance, monitoring contact center operations, and ensuring timely, appropriate call, chat, and texting response.
Maintain in-depth knowledge of staff functions to be able to carry out those responsibilities in case of absence or vacancy.
Supervise a multi-disciplinary team, participate in interviewing and screening candidates, and ensure staff receive supervision and call monitoring standards.
Provide quality assurance and maintenance of customer service standards of care by enforcing program and organizational policies.
Conduct formal evaluations and provide feedback to 988 staff; engage regularly in evaluative practices informed by program metrics and best practices.
Qualifications & Experience Needed
Master’s degree in psychology, counseling, social work, or a related field required.
Independent or associate licensure in counseling or social work required, with the ability to obtain licensure in WA state.
Mental Health Professional (MHP) status as defined by WAC 246-341-0515 and RCW 71.05 and 71.34, or the ability to obtain credential in WA state.
Certified or Licensed Agency‑Affiliated Counselor (RCW 18.19.210).
4‑5 years of leadership experience in behavioral health crisis work required.
Telephonic contact center or help line experience preferred.
Excellent verbal, written, and typing skills.
Ability to learn and use multiple software platforms and technology systems.
Experience providing training both in person and virtually preferred.
Evidence of ability to work effectively with a multi‑disciplinary clinical staff in a fast‑paced professional environment.
Key Performance Indicators
Call abandonment rate of 5% or less.
Call answer rate within 20 seconds 90% or higher.
Staffing vacancy rate less than 5% for the 988 team.
Effective evaluation of team and individual performance through review of metrics and data.
Training and Professional Development
Support the Clinical Director of 988 Crisis Services in training new staff incorporating clinical best practices and training requirements from the 988 Suicide and Crisis Lifeline, National Accreditation, and WA state legislation.
Maintain required licensure and keep updated on current professional literature and trends in the mental‑health field.
Working Conditions Individuals in this position should be able to sit or stand for lengthy periods, wear a headset or earphones for calls and meetings, and manage multiple IT/software platforms. The role involves moderate noise and distraction, and will expose the employee to conversations about suicide, mental health issues, and crisis situations.
Benefits • Excellent medical, dental, and vision coverage • Annual wage increases • Generous paid time off & 12 paid holidays • Discount on ORCA transit pass • Free parking & flexible schedules • Growth opportunities • Self‑care tools & weekly check‑ins with supervisor • Voluntary benefits including short‑term and long‑term disability, FSA, 403B retirement plan
EQUAL EMPLOYMENT OPPORTUNITY AND NON‑DISCRIMINATION Crisis Connections (CC) is committed to equal opportunity for all employees and applicants. CC does not discriminate with regards to hiring, assignment, promotion, or other conditions of staff employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender, gender identity, veteran status, disability, genetic information, or any other status protected under local, state, or federal law.
In accordance with the Americans with Disabilities Act, upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of our positions.
Disclaimer The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to be a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job. As an adaptive organization, responsibilities can and will change in alignment with greater efficiencies and mission metrics.
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Fully remote. Some onsite requirements in Seattle, WA.
Salary:
$95,000-105,000 annual salary, depending on experience.
Reports to:
Clinical Director of 988
Position Title: Clinical Manager of 988 Crisis Services
Type: Full-Time, Exempt.
Schedule: Monday-Friday, 8am-4pm.
The Clinical Manager of 988 Crisis Services is ready to join an innovative program and is responsible for the daily operations of the 988 Suicide and Crisis Lifeline.
Responsibilities
Support in the management, rollout of new services and technology, and ongoing operational oversight of the 988 Crisis and Suicide Lifeline work.
Ensure contract compliance including providing consistent quality assurance, monitoring contact center operations, and ensuring timely, appropriate call, chat, and texting response.
Maintain in-depth knowledge of staff functions to be able to carry out those responsibilities in case of absence or vacancy.
Supervise a multi-disciplinary team, participate in interviewing and screening candidates, and ensure staff receive supervision and call monitoring standards.
Provide quality assurance and maintenance of customer service standards of care by enforcing program and organizational policies.
Conduct formal evaluations and provide feedback to 988 staff; engage regularly in evaluative practices informed by program metrics and best practices.
Qualifications & Experience Needed
Master’s degree in psychology, counseling, social work, or a related field required.
Independent or associate licensure in counseling or social work required, with the ability to obtain licensure in WA state.
Mental Health Professional (MHP) status as defined by WAC 246-341-0515 and RCW 71.05 and 71.34, or the ability to obtain credential in WA state.
Certified or Licensed Agency‑Affiliated Counselor (RCW 18.19.210).
4‑5 years of leadership experience in behavioral health crisis work required.
Telephonic contact center or help line experience preferred.
Excellent verbal, written, and typing skills.
Ability to learn and use multiple software platforms and technology systems.
Experience providing training both in person and virtually preferred.
Evidence of ability to work effectively with a multi‑disciplinary clinical staff in a fast‑paced professional environment.
Key Performance Indicators
Call abandonment rate of 5% or less.
Call answer rate within 20 seconds 90% or higher.
Staffing vacancy rate less than 5% for the 988 team.
Effective evaluation of team and individual performance through review of metrics and data.
Training and Professional Development
Support the Clinical Director of 988 Crisis Services in training new staff incorporating clinical best practices and training requirements from the 988 Suicide and Crisis Lifeline, National Accreditation, and WA state legislation.
Maintain required licensure and keep updated on current professional literature and trends in the mental‑health field.
Working Conditions Individuals in this position should be able to sit or stand for lengthy periods, wear a headset or earphones for calls and meetings, and manage multiple IT/software platforms. The role involves moderate noise and distraction, and will expose the employee to conversations about suicide, mental health issues, and crisis situations.
Benefits • Excellent medical, dental, and vision coverage • Annual wage increases • Generous paid time off & 12 paid holidays • Discount on ORCA transit pass • Free parking & flexible schedules • Growth opportunities • Self‑care tools & weekly check‑ins with supervisor • Voluntary benefits including short‑term and long‑term disability, FSA, 403B retirement plan
EQUAL EMPLOYMENT OPPORTUNITY AND NON‑DISCRIMINATION Crisis Connections (CC) is committed to equal opportunity for all employees and applicants. CC does not discriminate with regards to hiring, assignment, promotion, or other conditions of staff employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender, gender identity, veteran status, disability, genetic information, or any other status protected under local, state, or federal law.
In accordance with the Americans with Disabilities Act, upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of our positions.
Disclaimer The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to be a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job. As an adaptive organization, responsibilities can and will change in alignment with greater efficiencies and mission metrics.
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