Energy Jobline ZR
Program Manager
San Mateo Suicide Prevention (SMSP) is one of the first crisis centers in California. SMSP has been dedicated to crisis intervention and suicide prevention for over half a century, offering services to youth and adults of San Mateo County. SMSP is proud to be an accredited 988 Suicide and Crisis Lifeline contract center and is accredited by the American Association of Suicidology.
Agency Overview Felton Institute responds to the needs of our community by providing innovative, evidence-informed social services that transform lives. Our organization offers 50+ programs that address mental health, the unhoused, early care and education, those impacted by the justice system, transitional youth, as well as aging adults. Our programs combine the latest scientific research with cultural sensitivity and a deep commitment to supporting and reflecting the communities we serve. Felton offers a dynamic, challenging, and supportive work environment where we encourage the use of professional development, that staff can utilize throughout their career.
Program and Division Description San Mateo Suicide Prevention (SMSP) is one of the first crisis centers in California. SMSP has been dedicated to crisis intervention and suicide prevention for over half a century, offering services to youth and adults of San Mateo County. SMSP is proud to be a 988 Suicide and Crisis Lifeline contract center and is accredited by the American Association of Suicidology.
Job Description The SMSP Program Manager manages the day to day operations of the crisis line program. The position directly supervises crisis line shift supervisors while maintaining administrative and clinical oversight of SMSP programming and advancing SMSP’s mission within the San Mateo County community. The position will ensure the program is in compliance with accreditation standards set by American Association of Suicidology, Suicide Prevention Lifelines, San Mateo County Behavioral Health and Recovery Services (BHRS), and 988 California. The SMSP Program Manager reports to the SMSP Program Director. The position will utilize consultation as needed. The SMSP Program Manager will receive one hour of supervision per week and additional training as necessary.
Program Specific Responsibilities
Utilize superior leadership skills, implement the mission and vision of San Mateo Suicide Prevention as developed by the Board of Directors and Staff; implement and collaborate on the SMSP’s program vision and long‑range plan
Support the program director in implementing requirements for 988 expansion in call volume and expectations including but not limited to program development, database implementation, training for crisis line staff and volunteers, and policy implementation
Complete Monthly Service Delivery Report in partnership with Operations Supervisor and Community Engagement Supervisor
Review emergency service intervention supervisory reviews and provide follow up as needed
Connect with supervisors and staff as needed for quality assurance concerns with phone counselor performance
Collaborate with Training Supervisor and participate in silent monitoring and quality assurance improvement
Conduct performance evaluations (yearly/quarterly) and initiate additional training, PIPs, or disciplinary actions as needed
Oversight, Administrative Support, and Scheduling
Supervise the 24-hour crisis lines and provide emergency coverage for understaffed shifts
Provide supervision and feedback to team members, including one‑on‑one supervision – supervisions will be documented
Complete administrative components (i.e., program and procedural development and establishing internal processes) of the Crisis Center’s crisis intervention and suicide prevention hotline
Provide training, mentorship, and supervision for shift supervisors
Leadership, Management, Staff and Clinical Consultation Meetings/Office Hours
Provide supervision to supervisees
In partnership with Operations Supervisor and Program Director, recruit and hire new shift supervisors and phone counselors
Manage onboarding for new staff in collaboration with Training Supervisor
Approve supervisee schedules and timesheets
Assure budgetary compliance
Make budget recommendations including scheduling requirements
Support in designing and implementing shift supervisor and onboarding training and offboarding process
Facilitate shift supervisor meetings
Complete note review for supervisees
Update hiring tracker and assure crisis line roster is up to date
Track on site attendance, supervision, and meeting requirements for Crisis Line Staff
Work with Quality Assurance team to create scheduling based on call volume and answer rate metrics
Assist the Program Director in developing supervisory structure that increases retention, accountability, and provides additional supervision to staff, interns, and volunteers
Collaborate with leadership in developing infrastructure that supports best practices for callers
Oversee offboarding of crisis line staff
Assist Social Committee in event planning (Pot Lucks, Summer Party, Winter Party, and Fall Event) to maintain team morale
Support Crisis Line Director in All Clinical Matters
Communicate closely with shift supervisors and leadership regarding crisis calls and incidents requiring management level response
In partnership with Follow Up Coordinator:
Prepare case presentations of crisis line callers
Update caller profiles
Outreach to challenging callers
APS/CPS reports tracking and filing
Review incident reports and provide feedback to staff as needed
Assist the Leadership Team in maintaining and updating crisis line reference materials
Policy and Written Procedures
In collaboration with Crisis Center Leadership, write and implement procedures related to the crisis line
Review current policies and procedures and adjust in collaboration with Crisis Center leadership
Community Outreach
Represent San Mateo Suicide Prevention in the community to promote services and collaboration with partner agencies
Provide training on topics related to suicide intervention internally and in the community as needed
Support with clinical interventions as needed
Other duties as assigned by Program Director.
Required Knowledge and Abilities
Best practices: In-depth knowledge of current best practices in suicide prevention, crisis intervention, and mental health issues, including trauma‑informed care
Accreditation standards: Familiarity with the protocols and quality standards set by accreditation bodies, such as the American Association of Suicidology (AAS) and the 988 Suicide and Crisis Lifeline network
Risk assessment: Advanced ability to train staff on risk assessment, de‑escalation techniques, safety planning, and making appropriate referrals
Cultural competence: Ability to train staff and volunteers to respond sensitively and respectfully to people from diverse cultural and socioeconomic backgrounds
Communication: Excellent written and verbal communication skills, including the ability to use person‑centered and survivor‑supportive language
Leadership & Management: Strong leadership abilities to inspire and motivate teams, manage staff, and handle complex projects with multiple stakeholders
Team building: Proven ability to foster a positive, collaborative team culture that emphasizes empathy and professional growth
Advocacy: Skills to represent the program and advocate for suicide prevention efforts within the community and with other mental health organizations
Problem‑solving and decision‑making: The capacity to make sound, ethical, and effective decisions in high‑pressure situations, often with incomplete information
Emotional intelligence & resilience: The capacity to remain calm, empathetic, and effective under pressure and to manage one’s own emotional responses
Organizational skills: Ability to plan, schedule, organize work, and manage timelines effectively
Technical proficiency: Computer skills for operating essential software, navigating databases, and using video conferencing tools
Adaptability: Flexibility to adapt to changing circumstances and new challenges in a fast‑paced environment
Resilience and composure: The ability to remain calm and focused while overseeing a high‑stress environment and to help staff manage the emotional demands of the role
Communication: Excellent verbal, written, and public speaking skills to lead training, engage with stakeholders, and communicate effectively with staff and the community
Minimal Requirements and Qualifications
At least two years previous management or leadership experience within a mental health or crisis services environment
A master’s degree in a mental health‑related field such as social work, psychology, or counseling. May be substituted for comparable work experience or a mental health degree in progress
One year of crisis line phone counseling experience
Completion of crisis line training
Additional Information Reports to: Program Director
Job Type: Full‑time (40 hours/week)
Work Schedule: Onsite
FLSA Status: Exempt
Salary Range: $95,000 - $105,000 Annually (DOE)
Benefits (subject to election and eligibility): Fully‑Paid Medical and Dental Plans; Health Reimbursement Card, Paid Time Off (personal, vacation, and sick time), 403B with company match.
Applying Instruction Candidates should apply for the position at our career page careers.felton.org or directly email resumes to jobs@felton.org.
IMP NOTE: Job responsibilities are subject to change according to program requirements.
Energy Jobline wishes you the very best of luck in your next career move.
#J-18808-Ljbffr
Agency Overview Felton Institute responds to the needs of our community by providing innovative, evidence-informed social services that transform lives. Our organization offers 50+ programs that address mental health, the unhoused, early care and education, those impacted by the justice system, transitional youth, as well as aging adults. Our programs combine the latest scientific research with cultural sensitivity and a deep commitment to supporting and reflecting the communities we serve. Felton offers a dynamic, challenging, and supportive work environment where we encourage the use of professional development, that staff can utilize throughout their career.
Program and Division Description San Mateo Suicide Prevention (SMSP) is one of the first crisis centers in California. SMSP has been dedicated to crisis intervention and suicide prevention for over half a century, offering services to youth and adults of San Mateo County. SMSP is proud to be a 988 Suicide and Crisis Lifeline contract center and is accredited by the American Association of Suicidology.
Job Description The SMSP Program Manager manages the day to day operations of the crisis line program. The position directly supervises crisis line shift supervisors while maintaining administrative and clinical oversight of SMSP programming and advancing SMSP’s mission within the San Mateo County community. The position will ensure the program is in compliance with accreditation standards set by American Association of Suicidology, Suicide Prevention Lifelines, San Mateo County Behavioral Health and Recovery Services (BHRS), and 988 California. The SMSP Program Manager reports to the SMSP Program Director. The position will utilize consultation as needed. The SMSP Program Manager will receive one hour of supervision per week and additional training as necessary.
Program Specific Responsibilities
Utilize superior leadership skills, implement the mission and vision of San Mateo Suicide Prevention as developed by the Board of Directors and Staff; implement and collaborate on the SMSP’s program vision and long‑range plan
Support the program director in implementing requirements for 988 expansion in call volume and expectations including but not limited to program development, database implementation, training for crisis line staff and volunteers, and policy implementation
Complete Monthly Service Delivery Report in partnership with Operations Supervisor and Community Engagement Supervisor
Review emergency service intervention supervisory reviews and provide follow up as needed
Connect with supervisors and staff as needed for quality assurance concerns with phone counselor performance
Collaborate with Training Supervisor and participate in silent monitoring and quality assurance improvement
Conduct performance evaluations (yearly/quarterly) and initiate additional training, PIPs, or disciplinary actions as needed
Oversight, Administrative Support, and Scheduling
Supervise the 24-hour crisis lines and provide emergency coverage for understaffed shifts
Provide supervision and feedback to team members, including one‑on‑one supervision – supervisions will be documented
Complete administrative components (i.e., program and procedural development and establishing internal processes) of the Crisis Center’s crisis intervention and suicide prevention hotline
Provide training, mentorship, and supervision for shift supervisors
Leadership, Management, Staff and Clinical Consultation Meetings/Office Hours
Provide supervision to supervisees
In partnership with Operations Supervisor and Program Director, recruit and hire new shift supervisors and phone counselors
Manage onboarding for new staff in collaboration with Training Supervisor
Approve supervisee schedules and timesheets
Assure budgetary compliance
Make budget recommendations including scheduling requirements
Support in designing and implementing shift supervisor and onboarding training and offboarding process
Facilitate shift supervisor meetings
Complete note review for supervisees
Update hiring tracker and assure crisis line roster is up to date
Track on site attendance, supervision, and meeting requirements for Crisis Line Staff
Work with Quality Assurance team to create scheduling based on call volume and answer rate metrics
Assist the Program Director in developing supervisory structure that increases retention, accountability, and provides additional supervision to staff, interns, and volunteers
Collaborate with leadership in developing infrastructure that supports best practices for callers
Oversee offboarding of crisis line staff
Assist Social Committee in event planning (Pot Lucks, Summer Party, Winter Party, and Fall Event) to maintain team morale
Support Crisis Line Director in All Clinical Matters
Communicate closely with shift supervisors and leadership regarding crisis calls and incidents requiring management level response
In partnership with Follow Up Coordinator:
Prepare case presentations of crisis line callers
Update caller profiles
Outreach to challenging callers
APS/CPS reports tracking and filing
Review incident reports and provide feedback to staff as needed
Assist the Leadership Team in maintaining and updating crisis line reference materials
Policy and Written Procedures
In collaboration with Crisis Center Leadership, write and implement procedures related to the crisis line
Review current policies and procedures and adjust in collaboration with Crisis Center leadership
Community Outreach
Represent San Mateo Suicide Prevention in the community to promote services and collaboration with partner agencies
Provide training on topics related to suicide intervention internally and in the community as needed
Support with clinical interventions as needed
Other duties as assigned by Program Director.
Required Knowledge and Abilities
Best practices: In-depth knowledge of current best practices in suicide prevention, crisis intervention, and mental health issues, including trauma‑informed care
Accreditation standards: Familiarity with the protocols and quality standards set by accreditation bodies, such as the American Association of Suicidology (AAS) and the 988 Suicide and Crisis Lifeline network
Risk assessment: Advanced ability to train staff on risk assessment, de‑escalation techniques, safety planning, and making appropriate referrals
Cultural competence: Ability to train staff and volunteers to respond sensitively and respectfully to people from diverse cultural and socioeconomic backgrounds
Communication: Excellent written and verbal communication skills, including the ability to use person‑centered and survivor‑supportive language
Leadership & Management: Strong leadership abilities to inspire and motivate teams, manage staff, and handle complex projects with multiple stakeholders
Team building: Proven ability to foster a positive, collaborative team culture that emphasizes empathy and professional growth
Advocacy: Skills to represent the program and advocate for suicide prevention efforts within the community and with other mental health organizations
Problem‑solving and decision‑making: The capacity to make sound, ethical, and effective decisions in high‑pressure situations, often with incomplete information
Emotional intelligence & resilience: The capacity to remain calm, empathetic, and effective under pressure and to manage one’s own emotional responses
Organizational skills: Ability to plan, schedule, organize work, and manage timelines effectively
Technical proficiency: Computer skills for operating essential software, navigating databases, and using video conferencing tools
Adaptability: Flexibility to adapt to changing circumstances and new challenges in a fast‑paced environment
Resilience and composure: The ability to remain calm and focused while overseeing a high‑stress environment and to help staff manage the emotional demands of the role
Communication: Excellent verbal, written, and public speaking skills to lead training, engage with stakeholders, and communicate effectively with staff and the community
Minimal Requirements and Qualifications
At least two years previous management or leadership experience within a mental health or crisis services environment
A master’s degree in a mental health‑related field such as social work, psychology, or counseling. May be substituted for comparable work experience or a mental health degree in progress
One year of crisis line phone counseling experience
Completion of crisis line training
Additional Information Reports to: Program Director
Job Type: Full‑time (40 hours/week)
Work Schedule: Onsite
FLSA Status: Exempt
Salary Range: $95,000 - $105,000 Annually (DOE)
Benefits (subject to election and eligibility): Fully‑Paid Medical and Dental Plans; Health Reimbursement Card, Paid Time Off (personal, vacation, and sick time), 403B with company match.
Applying Instruction Candidates should apply for the position at our career page careers.felton.org or directly email resumes to jobs@felton.org.
IMP NOTE: Job responsibilities are subject to change according to program requirements.
Energy Jobline wishes you the very best of luck in your next career move.
#J-18808-Ljbffr