Region 5 Program Manager in Virginia

The Virginia Region 5 Program Manager is responsible for the day-to-day management of Protocall’s work within Region 5 of Virginia. Under the guidance of the Director of 988 Stakeholder and Community Relations, the Program Manager oversees the fulfillment of the contract, manages program reporting, and coordinates with internal and external stakeholders to ensure effective program delivery. The Program Manager manages procedures and operational workflows, and collaborates with internal teams to support high-quality, efficient, and customer-responsive operations. This all comes together to enable Protocall’s work providing primary crisis and access services, including 988, to Region 5, as well as backup 988 services in parts of VA, that everyone who reaches out for support receives timely and quality care. 
As a member of Protocall’s management team, the Program Manager serves as a vital link between the organization's leadership, stakeholders, and the community. The Program Manager upholds the organization’s mission and values, ensuring they are reflected in program operations and stakeholder engagements.
Key measures of success include program efficiency and quality, compliance with SOWs, stakeholder satisfaction, internal and external quality monitoring, and staff satisfaction with services provided to Region 5 and the State of Virginia.
Typical Duties:
Coordination with Virginia and local leadership

• Act as the primary point of accountability and contact for state and region leadership
• Represent Protocall and develop partnerships with state agency partners, stakeholders, Medicaid, MCOs, and other entities 
• Provide real-time consultation or support during high-risk or high-impact events (e.g., disasters, public health crises, policy changes) in coordination with state and community partners
• Maintain an organized archive of all program communications, reporting documentation, meeting notes, and operational updates for transparency and accountability
• Report on outcomes, strategic objectives, and data based on leadership needs
• Oversee the fulfillment of contractual requirements  including program reporting, ensuring accuracy and timeliness

Supporting Protocall operations

• Direct and oversee the daily management, including program milestones, deliverables, and budget
• Collect, investigate, and respond to complaints and critical incidents
• Ensure adherence to uniform protocols across the crisis system
• Monitor program performance metrics to ensure high-quality service delivery
• Coordinate with Protocall’s internal teams and stakeholders to enhance program effectiveness
• Manage procedures and implement improvements based on data analysis and stakeholder feedback
• Collaborate with the Director on strategic initiatives and program development

Community Engagement

• Represent Protocall at community events and forums. Engage and maintain relationships with  community members at meetings, conferences, and other events to understand and address community needs
• Contribute to community needs assessments and innovative service design
• Support the development of alliances that foster community resilience
   

• 3-5 years of experience in program management within the behavioral health sector
• Familiarity with VA Region 5’s behavioral healthcare systems and diverse populations
• Located within Virginia and ability to travel 25-50% of the time within VA Region 5
• Strong organizational and project management skills
• Excellent communication and interpersonal skills
• Passionate about mental health advocacy and community service
• Ability to manage multiple tasks and meet deadlines
• Proficient in data analysis and reporting

Preferred qualifications: 

• Master’s degree in behavioral health, social work, or a related discipline
• Supervisor or Manager experience in a Behavioral Health contact center or Crisis Hub
• Experience with project management, customer relationship management, and other collaboration tools

Protocall Services Inc. is an Equal Opportunity Employer. We believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, national origin, and all of the other fascinating characteristics that make us different.

Salary : $85,000 - $95,000