Crisis Services Program Manager

We are looking for a dedicated Crisis Services Program Manager to oversee operations within our crisis programs in Kalamazoo, Michigan. This long-term contract position is ideal for an experienced leader passionate about maintaining high-quality care and fostering a supportive team environment. The successful candidate will play a pivotal role in ensuring program excellence, staff development, and compliance with industry standards. This is a mostly remote role, onsite training is required. You will manage remote employees. The shift is mostly M-F, 8am-5pm EST with requiring flexibility to work outside of that.

Responsibilities:

• Provide daily management and oversight of team members, setting clear expectations and addressing attendance, performance, and work habits.

• Lead recruitment, hiring, and retention efforts to build a cohesive team with relevant experience.

• Establish performance goals and provide coaching, evaluation, and training for crisis services personnel.

• Collaborate with the Crisis Services Program Director to support accreditation processes with relevant organizations.

• Ensure compliance with confidentiality laws, recipient rights, and contractual obligations.

• Organize and facilitate staff meetings to enhance communication and operational efficiency.

• Coordinate and provide on-call support for a 24/7 crisis hotline.

• Foster a positive and inclusive call center culture to improve team retention and morale.

• Monitor program quality through data analysis and reporting.

• Undertake additional responsibilities as assigned to meet organizational needs.

• Strong interpersonal communication skills, both written and verbal.
• Proven ability to maintain confidentiality and build trust within a team.
• Exceptional organizational and attention-to-detail skills.
• Proficiency in computer systems and the ability to learn new database tools.
• Demonstrated problem-solving abilities and sound decision-making skills.
• Experience in managing teams and providing leadership in high-pressure environments.
• Knowledge of crisis communication and non-violent crisis intervention techniques.
• Minimum of 2 years of experience in a relevant field, preferably within customer service or crisis management.
TalentMatch^®

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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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