Manager Program Operations, 988

Are you looking for a career where you can make a difference in the lives of others? Do you thrive in a healthy and collaborative work environment where you can grow personally and professionally?

JOIN OUR TEAM of dedicated professionals in fostering hope and transforming lives. The 988 Program Manager is responsible for the daily oversight, coordination, and continuous improvement of the organization’s 988 Suicide & Crisis Lifeline services. This position ensures that the program meets or exceeds all operational, clinical, and contractual standards, including timeliness, quality of service, and compliance with state and federal guidelines. The Program Manager provides leadership to the 988 team, fosters strong community partnerships, and contributes to strategic planning to enhance crisis response services.

Develop a career dedicated to connection, compassion, and community. Community Health Alliance is an employer that offers career opportunities with purpose.

At Community Health Alliance our employees are our greatest asset so we offer a full benefit program designed to support you and your family.

We are proud to offer a comprehensive benefits package:

• Affordable medical, dental and vision insurance
• Generous paid time off (PTO) & paid holidays
• Retirement plan with company match – up to 6%
• Career ladder – opportunities for professional growth
• Company paid life insurance
• Free Continuing Education CEUs
• On-the-job training

Job Responsibilities:

• Direct supervision of up to 6-10 staff. Indirect Supervision of all staff in program.
• Oversee day-to-day operations of the 988 Crisis Hotline to ensure staffing coverage, call response within required timeframes, and high-quality service delivery.
• Monitor performance metrics (e.g., answer rates, call wait times, resolution outcomes) and implement improvements as needed.
• Ensure compliance with OhioMHAS, SAMHSA, and Lifeline network policies and procedures.
• Develop and maintain up-to-date policies, workflows, and protocols for the 988 program.
• Provide regular coaching, performance evaluations, and training to support staff development and retention.
• Coordinate scheduling to ensure 24/7 coverage and manage on-call rotation as needed.
• Oversee regular quality assurance reviews, including call monitoring, documentation audits, and adherence to risk assessment and intervention protocols.
• Track and analyze data to identify trends, service gaps, and training needs.
• Prepare and submit reports to leadership and funders on program performance and outcomes.
• Assist Director in building and maintaining strong working relationships with local emergency services, behavioral health providers, mobile crisis teams, and other key stakeholders.
• Represent the organization in local and state crisis system planning efforts as needed.
• Participate in community outreach and education related to the 988 program as needed.
• Identify opportunities for program growth, innovation, and integration with other crisis response services.
• Support grant writing, budget planning, and resource development for the 988 program.
• Stay current with emerging best practices and regulatory changes in crisis response.

• Bachelor's degree in psychology, sociology, or other healthcare related field or equivalent
• Minimum 3 years experience in behavioral health field with preferred experience in crisis response.
• Minimum of 2 years of management experience
• Strong leadership, communication and organizational skills.
• Proficient with Microsoft 365 applications, including Office Suite, Outlook and Teams.

Community Health Alliance is a leader providing the highest industry standards for health and human services. Our agencies of Sojourner Recovery Services and TLC offer a complete continuum of mental health and substance use treatment services. We equip our clients with the resources, services, and tools they need to achieve their goals and reach their highest personal potential. Community Health Alliance is proud to play a key role in helping individuals achieve a brighter and healthier future. Through innovation, integration, and collaboration of our agencies, the Community Health Alliance strengthens and empowers the individuals, families, and communities we serve.

Community Health Alliance is a drug testing Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law.