Program Manager

Job Description:

Program Manager

San Mateo Suicide Prevention

Adult Division

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 age 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 contracted center and is accredited by the American Association of Suicidology.Â

SMSP operates a 24/7 crisis intervention and suicide prevention hotline, handling calls, texts, and chats from both the local line and the 988 Lifeline. Crisis counselors provide immediate support, conduct suicide risk assessments, develop safety plans, and offer compassionate connections. Additionally, SMSP facilitates mental health and suicide prevention presentations, as well as post-crisis interventions, for local school districts, non-profit organizations, government agencies, and community-based organizations. These services aim to raise mental health awareness and foster resilience and support throughout the county.Â

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, National 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.Â

Program Specific Responsibilities

QUALITY ASSURANCE, REPORTING, AND CONTRACTUAL OBIGATIONS:Â

• Utilizing 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
• The position will 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 SupervisorÂ
• Review emergency service intervention supervisory reviews and provide follow up as neededÂ
• Connect with supervisors and staff as needed for quality assurance concerns with phone counselor performanceÂ
• 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:Â

• Supervise the 24-hour crisis lines and provide emergency coverage for understaffed shiftsÂ
• 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 HoursÂ
• Provide supervision to supervisees
• In partnership with Operations Supervisor and Program Director, recruit and hire new shift supervisors and phone counselorsÂ
• Manage onboarding for new staff in collaboration with Training SupervisorÂ
• Approve supervisees schedules and timesheetsÂ
• Assure budgetary compliance
• Make budget recommendations including scheduling requirements
• Support in designing and implementing shift supervisor and onboarding training and offboarding process.Â
• Facilitate shift supervisor meetings
• Complete note review for superviseesÂ
• Update hiring tracker and assure crisis line roster is up to dateÂ
• Track on site attendance, supervision, and meeting requirements for Crisis Line StaffÂ
• Work with Quality Assurance team to create scheduling based on call volume and answer rate metricsÂ
• Assist the Program Director in developing supervisory structure that increases retention, accountability, and provides additional supervision to staff, interns, and volunteersÂ
• Collaborate with leadership in developing infrastructure that supports best practices for callersÂ
• Oversee Offboarding of crisis line staffÂ
• Assist Social Committee in event planning (Pot Lucks, Summer Party, Winter Party, and Fall Event) to maintain team moraleÂ
  

SUPPORT CRISIS LINE DIRECTOR IN ALL CLINICAL MATTERSÂ

• Communicate closely with shift supervisors and leadership regarding crisis calls and incidents requiring management level response.
• In partnership with Follow Up Coordinator:Â
• Prepare case presentations of crisis line callersÂ
• Updates caller profilesÂ
• Outreach to challenging callersÂ
• 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 materialsÂ
  
  

POLICY AND WRITTEN PROCEDURESÂ

• In collaboration with Crisis Center Leadership, write and implement procedures related to the crisis lineÂ
• Review current policies and procedures and adjust in collaboration with Crisis Center leadershipÂ
  
  

COMMUNITY OUTREACHÂ

• Represent San Mateo Suicide Prevention in the community to promote services and collaboration with partner agencies.Â
• Provide training on topics related to suicide intervention internally and in the community as neededÂ
• Support with clinical postventions as neededÂ
  
  

Other duties as assigned by Program DirectorÂ

Required Knowledge And AbilitiesÂ

• Best practices: In-depth knowledge of current best practices in suicide prevention, crisis intervention, and mental health issues, including trauma-informed care.Â
• 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.Â
• Risk assessment: Advanced ability to train staff on risk assessment, de-escalation techniques, safety planning, and making appropriate referrals.Â
• Cultural competence: Ability to train staff and volunteers to respond sensitively and respectfully to people from diverse cultural and socioeconomic backgrounds.Â
• 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.Â
• Advocacy: Skills to represent the program and advocate for suicide prevention efforts within the community and with other mental health organizations.Â
• Problem-solving and decision-making: The capacity to make sound, ethical, and effective decisions in high-pressure situations, often with incomplete information.Â
• 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.Â
• Communication: Excellent verbal, written, and public speaking skills to lead training, engage with stakeholders, and communicate effectively with staff and the community.Â
  
  

Minimal Requirements And QualificationsÂ

• At least two years previous management or leadership experience within a mental health or crisis services environmentÂ
• A master's degree in a mental health-related field such as social work, psychology, or counseling preferred. May be substituted for comparable work experience or mental health degree in progress.Â
• One year of crisis line phone counseling experience preferred
• Completion of crisis line training
  
  

Additional Information:

Reports to: Program DirectorÂ

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.