National 988 Program Director

AGENCY AND MISSION

First Choice Services is a 501c3 non-profit organization. First Choice Services provides free support through helplines, behavioral health training, and expert guidance. We connect individuals, families, and communities to real help. We are proud to offer the lived experience of our team to support, encourage, and help others find a pathway to wellness.

POSITION OVERVIEW

The Program Director provides strategic leadership, oversight, and management of the National 988 program and workflow. This position ensures the delivery of high-quality, crisis counseling and intervention services that promote hope, wellness, self-direction, and community integration. The role is responsible for developing operational strategies, ensuring effective service delivery, managing budgets and resources, leading teams, and driving continuous improvement initiatives that support organizational objectives.

REPORTING RELATIONSHIP

The Program Director reports to the Chief Executive Officer (CEO). The position’s direct reports include all National 988 Program staff (Crisis Counselors, Shift Supervisors, Program Coordinators and Assistant Director).

ESSENTIAL JOB FUNCTIONS

Strategic Leadership

• Develop and implement program strategies aligned with organizational goals.
• Establish annual objectives, performance measures, and key results.
• Advise executive team on operational and strategic matters related to National 988 Program.
• Identify opportunities for innovation, efficiency, and growth.
• Collaborate with Director of Marketing and Communications on media, marketing and outreach.
• Collaborate with FCS Program Directors to enhance interagency efficiencies and client outcomes.

Operations Management

• Oversee daily operations and service delivery.
• Ensure compliance with organizational policies, regulatory requirements, and industry standards.
• Monitor performance metrics and implement corrective actions when necessary.
• Develop and maintain operational procedures and best practices.
• Direct, lead and hold responsibility for all aspects of National 988 program in two locations.

Financial Management

• Prepare and manage departmental budget.
• Monitor expenditures and optimize resource utilization.
• Identify cost-saving opportunities while maintaining service quality.
• Prepare financial and operational reports as needed.

Team Leadership

• Recruit, develop, and retain high-performing staff.
• Collaborate with Director of Training and Development to enhance staff performance.
• Provide coaching, mentoring, and performance management.
• Foster a culture of collaboration, accountability, and continuous improvement.
• Lead change management initiatives.
• Meet regularly in-person with teams in Charleston and Fairmont locations.
• Collaborate with Employee Services department to manage team members.

Professional Network Leadership

• Build strong relationships with internal and external stakeholders.
• Represent the department in conferences, executive meetings, community forums, and partner engagements.
• Address stakeholder concerns and ensure high levels of satisfaction.
• Meet as needed with national and state partners.

Continuous Quality Improvement

• Adhere to grant stipulated quality standards and performance benchmarks.
• Analyze operational data and trends to improve effectiveness.
• Lead process improvement and organizational excellence initiatives.
• Attend conferences, community meetings and other learning opportunities.

QUALIFICATIONS

Education and Experience

• Master’s Degree in Human Services, Psychology, Counseling, Social Work or Addictions preferred
• Direct or indirect (loved one’s) lived experience with behavioral health, SUD, homelessness, justice involvement or significant life challenges
• Clinical experience in behavioral health, addiction, crisis intervention, and or suicide prevention

Knowledge and Skills

• Knowledge of trauma-informed, person-centered, and culturally responsive care.
• Strong organizational and project management abilities.
• Excellent leadership, communication, and relationship-building skills.
• Strong professional ethics and judgement.
• Strategic thinking and problem-solving expertise.
• Financial and operational management proficiency.
• Project and change management experience.
• Ability to build partnerships, lead teams and influence stakeholders.
• Technical proficiency in Microsoft Office and web-based case management platforms
• Ability to actively listen giving full attention to others and seeking understanding
• Resilience and composure while dealing with frustration, unpleasantness and stressful circumstances.

WORK ENVIRONMENT

The primary work environment is a climate controlled, contact center environment. The position requires prolonged periods of desk work using computer and phone, as well as a good deal of travel for meetings and remote work at partner sites and other FCS offices. This is not a work from home position.

PHYSICAL REQUIREMENTS (Reasonable accommodations will be made for individuals with disabilities)

Limited physical effort required with limited exposure to physical risk.

Must be willing and able to travel involving overnight stays that may include multiple nights.

Ability to lift 35 pounds unassisted. Heavier weight with assistance.

Ability to work evenings, nights, weekends, and holidays as required.

EQUAL OPPORTUNITY EMPLOYER