Position: Primary Call Center Program Director

Supervisor: Executive Director

Brief Position Description:

The Program Director oversees and manages the Primary Call Center to align with the State’s vision and level of coverage.

Responsibilities and Specific Duties:

· Develop policies and procedures in alignment with the organization’s vision, the State’s contractual requirements and national standards.

· Implement activities in concert with the organization’s strategic plan.

· Collaborate with key stakeholders to achieve target goals.

· Attend, participate, and follow through on all senior level planning meetings relative to 988 expansion with external and internal stakeholders.

· Develop and enhance metrics to meet target goals.

· Plan, implement, and oversee any new initiative to improve responses to the client population.

· Enhance the organization’s recruitment, hiring and training of 988 workforce.

· Work closely with the Call Center’s Coordinator managing and training hotline staff.

· Oversee, supervise, and manage the staff and the daily operation of the chat and text program.

· Ensure follow-up care with individuals identified by the Call Center’s Clinician and Coordinator as moderate and high-risk callers.

· Responsible for community education and outreach relative to 988.

· Participate in community education, public information, and networking.

· Headrest is a service organization with a small number of employees, requiring flexibility and cooperation among all staff. Employees will need to complete other duties as to provide quality community services.

· On-Call Support: This position may include providing on-call support, in the form of debriefing and emotional support to all Headrest staff.

· Advanced degree in Addictions, Behavioral Health, Social Work or related field is required.

· A minimum of five years demonstrated success in a leadership position specifically with marginalized populations.

· Strong written and oral communication skills, ability to develop a clinical team that is supportive of each other and the service population.

Job Type: Full-time

Benefits:

• Dental insurance
• Health insurance
• Paid time off

Experience:

• Microsoft Office: 1 year (Preferred)
• Sales: 1 year (Preferred)

Ability to Commute:

• Lebanon, NH 03766 (Preferred)

Ability to Relocate:

• Lebanon, NH 03766: Relocate before starting work (Required)

Work Location: In person