988 National Back-Up Center Director

POSITION DESCRIPTIONSUMMARY: The 988 National Back-Up (NBU) Crisis Director is a remote, at-will position responsible for planning, developing, supervising, implementing, and overseeing Common Ground’s 988 National Back-up Center services. Common Ground provides crisis text and chat services as part of the Vibrant 988 National Back-up Center network, supporting individuals across the United States when local or state-based 988 centers are unable to respond within expected service timeframes. The Director provides leadership for assigned 988 NBU program operations, Managers, Supervisors, Crisis Specialists, service quality, contract requirements, reporting expectations, workforce planning, training implementation, policy and procedure development, operational workflows, and continuous quality improvement. This position is responsible for the optimal functioning of assigned 24/7 988 NBU crisis services and ensures that staff provide compassionate, evidence-informed crisis intervention, suicide prevention, emotional support, safety planning, information and referral, and follow-up support in accordance with approved 988 Lifeline protocols, Vibrant requirements, Common Ground procedures, and designated technology platforms. The ideal candidate is mission driven, proactive, able to work well with people, knowledgeable about crisis center workflow, proficient in the use of data for process improvement, and an excellent problem-solver, creative thinker/writer, and advocate for high quality standards.ESSENTIAL JOB FUNCTIONS: Program Leadership and Strategic Oversight: Provide daily oversight of assigned 988 NBU program development, implementation, operations, and service delivery to ensure successful achievement of internal and external program objectives, contract expectations, compliance requirements, and established quality improvement indicators.Internal and External Coordination: Coordinate internally with agency leadership, Human Resources, training, quality, technology, finance, clinical leadership, and program teams, and externally with Vibrant, 988 Lifeline partners, funders, community partners, and other stakeholders as assigned.Program Implementation and Workflow Management: Implement and maintain standardized guidelines, processes, procedures, protocols, workflows, and operational expectations that support consistent 988 NBU crisis response, staff accountability, documentation accuracy, quality monitoring, and service accessibility.Data, Quality, and Continuous Improvement: Drive crisis service effectiveness by gathering data, identifying trends and patterns, reviewing quality indicators, monitoring service outcomes, evaluating operational performance, and developing actions based on data, research, best practices, and staff and stakeholder feedback.Contract and Reporting Oversight: Manage program timelines and effective completion of program deliverables while ensuring timely reporting, follow-up, and communication with designated contract, data, finance, program, and external partners.Operational Accountability for 24/7 Services: Be responsible for the optimal functioning of assigned 24/7 988 NBU crisis services, including staffing models, coverage expectations, queue responsiveness, service flow, escalation practices, technology readiness, on-call support, and continuity of operations.Leadership of Management and Supervisory Staff: Oversee the selection, onboarding, development, support, performance management, and retention of all assigned staff in accordance with Common Ground policies and procedures.Training Development and Implementation: Assist in the development and implementation of trainings conducive to crisis protocols, 988 Lifeline requirements, crisis response, supervisory practice, quality review, documentation, risk assessment, safety planning, emergency intervention, and service consistency.Workforce Planning and Recruitment: Partner with Human Resources and program leadership to support recruitment, interviewing, hiring, onboarding, staffing patterns, retention strategies, succession planning, and workforce planning for assigned 988 NBU crisis services.Budget and Resource Management: Develop, monitor, and manage assigned program budgets, staffing resources, program expenses, productivity expectations, and resource needs in collaboration with agency leadership, finance, contract, and program teams.Technology, Platform, and CRM Oversight: Oversee use of assigned 988 NBU platforms, CRM systems, scheduling, payroll, reporting, quality, documentation, communication, and remote-work technologies; ensure staff are trained, access is appropriate, technology issues are escalated, and data security and privacy practices are maintained.Access, Equity, and Service Responsiveness: Ensure 988 NBU services are accessible, respectful, and responsive to individuals from diverse cultures, identities, ages, geographic areas, and lived experiences, including individuals served through national 988 NBU services.Interdisciplinary Coordination: Oversee coordination of assigned activities with interdisciplinary teams, including crisis operations, quality, training, clinical consultation, technology, finance, human resources, and partner organizations.Community Supports and Referral Flow: Direct the process flow of linking individuals with appropriate community supports, resource databases, referral sources, emergency resources, follow-up services, and service continuity practices within the scope of assigned 988 NBU operations.Organizational and Program Strategy: Provide meaningful participation in organizational and program strategy conversations, including planning, performance improvement, staffing models, service expansion, workflow design, technology readiness, compliance, risk management, and sustainability.Program Representation: Serve as a visible and knowledgeable leader for assigned 988 NBU services; represent the program and Common Ground with integrity in meetings, workgroups, audits, partner discussions, funder communications, and community or system-level conversations as assigned.Policy, Procedure, and Compliance Oversight: Oversee creation, maintenance, implementation, communication, and enforcement of approved program policies, procedures, protocols, and workflows; ensure compliance with Common Ground policies, 988 Lifeline expectations, Vibrant requirements, confidentiality standards, documentation expectations, and applicable contractual requirements.Culture and Mission Alignment: Promote a culture of trust that reinforces the Common Ground’s core values and incorporates recovery-oriented, trauma-informed, equitable, and person-centered practices in leadership, supervision, communication, decision-making, quality review, and service delivery.Flexibility, On-Call, and Coverage: Maintain flexibility with schedule, working hours, travel, and work assignments, including ability to support evenings, weekends, holidays, high-volume periods, emergencies, staff absences, trainings, audits, and additional coverage needs. Provide on-call leadership support and act on behalf of or fill in for assigned program staff when there is an absence, vacancy, emergency, or program need. RELATED JOB FUNCTIONS:Provide additional leadership, operational coverage, and consultation as needed to support assigned 988 NBU services.Collaborate with other leaders to advance Common Ground’s mission and support consistent crisis service delivery.Provide guidance and leadership in other areas of the organization when needed.Perform other job-related duties as assigned.Maintain flexibility and ability to multi-task in a fast-paced, virtual, 24/7 crisis service environment.REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:Knowledge of Common Ground programs and services, crisis center operations, 988 Lifeline standards and metrics, Vibrant requirements, and the workflow of 24/7 988 NBU crisis services.Knowledge of crisis intervention models, including the Caplan Model of Crisis Intervention, suicide prevention practices and techniques, de-escalation techniques, motivational interviewing, collaborative problem-solving, recovery-oriented care, and trauma-informed care in behavioral healthcare.Knowledge of online chat, text-messaging, social media, internet-based technologies, CRM systems, quality tools, reporting systems, documentation platforms, and remote-work technologies at an advanced or expert level.Knowledge of community resources, referral sources, follow-up practices, emergency intervention procedures, service continuity practices, confidentiality standards, documentation expectations, and quality improvement indicators.Strong leadership, supervision, management, coaching, consultation, conflict resolution, performance management, budget management, workforce planning, program implementation, project management, and decision-making skills.Ability to work independently, apply critical thinking, make timely decisions, know when to consult for advice, and provide leadership in a multi-disciplinary environment with evolving needs.Ability to gather, interpret, and use program data, service trends, quality reports, call/text/chat reports, staffing data, and performance indicators for statistical purposes, process improvement, reporting, and operational decision-making.Ability to implement standardized guidelines, processes, procedures, workflows, quality expectations, and contractual requirements across assigned program operations.Ability to communicate effectively, both verbally and in writing, including reports, policies, procedures, training materials, partner communications, staff communication, coaching, accountability, and presentations.Ability to relate to a diverse population which includes a variety of age, geographic, cultural, economic, educational, and lived experience backgrounds.Ability to consistently exercise superior customer service skills with team members, individuals being served, Common Ground leaders, external partners, funders, community stakeholders, and the public.Ability to understand, apply, coach, and evaluate the dynamics of crisis intervention models, suicide risk assessment, safety planning, de-escalation, and problem-solving processes.Ability to demonstrate professional integrity, maintain confidentiality, protect sensitive information, promote ethical decision-making, and reinforce professional boundaries in a remote environment.Skill to type, enter data, review documentation, file efficiently, operate office equipment, and use relevant software and applications, including Microsoft Word, Teams, Excel, PowerPoint, and Outlook.Ability to tolerate stress, remain regulated during high-risk or high-volume operational situations, support staff through difficult contacts, participate in quality review, and model a calm, responsive, accountable leadership approach.SUPERVISORY RESPONSIBILITIES:Provide leadership for assigned 988 NBU services and direct supervision of assigned Managers, Supervisors, Crisis Specialists, administrative staff, or other positions as designated by program structure.Oversee performance management, coaching, corrective action, training reinforcement, recognition, staff development, retention, supervision structure, and documentation in accordance with Common Ground policy and procedure.Oversee recruitment, onboarding, scheduling models, coverage planning, succession planning, workforce development, and staffing needs in collaboration with program leadership and Human Resources.Facilitate or ensure regular management and supervisory meetings to support collaboration, consistency, accountability, quality improvement, communication, and problem-solving across assigned 988 NBU services. EDUCATION AND EXPERIENCE:Master’s degree in a human services field, behavioral health field, public health, healthcare administration, social work, counseling, psychology, or related field highly preferred.Licensed in the state of Michigan as LMSW, LLP, LPC, PsyD, or other applicable clinical or professional license highly preferred.Crisis intervention, suicide prevention, crisis line, crisis text/chat, behavioral health crisis, emergency services, call center, or related human services experience required. Minimum 2 years, 3-5 years highly preferred. Demonstrated leadership experience in program operations, supervision, management, quality improvement, workforce planning, training implementation, contract or grant deliverables, and 24/7 crisis or behavioral health service operations required. Minimum 2 years, 3-5 years highly preferred. Satisfactory completion of Common Ground’s required crisis intervention, supervisor, management, privacy, security, documentation, phone/text/chat, quality, and remote-work training upon hire.Satisfactory completion of Applied Suicide Intervention Skills Training (ASIST) and required Vibrant, 988 Lifeline, platform, quality, and continuing education requirements within required program timeframes.Demonstrated experience utilizing the Caplan Model of Crisis Intervention preferred.Demonstrated experience with Customer Relationship Management (CRM), quality monitoring, reporting, documentation, scheduling, payroll, and Microsoft Office systems preferred.Demonstrated experience with budget management, staffing resource planning, program deliverables, data-informed decision-making, and process improvement preferred.Typing speed and accuracy sufficient to support real-time 988 NBU crisis operations, staff consultation, documentation review, quality review, reporting, and multi-platform communication.ESSENTIAL REQUIREMENTS:Environmental Working Requirements: The 988 NBU Crisis Director must maintain a private, secure, distraction-free remote workspace that is appropriate for handling confidential crisis text and chat information, staff consultation, supervision, coaching, leadership meetings, debriefing, reporting, contract-related discussions, and management responsibilities. The position requires sustained use of computer screens, keyboarding, web-based crisis platforms, electronic documentation systems, quality tools, reporting systems, scheduling or payroll systems, CRM systems, and virtual communication tools. Common Ground will provide essential equipment as determined by policy. Assignments may require independent work, virtual teamwork, real-time consultation with staff and leadership, participation in remote meetings, trainings, coaching, supervision, quality review, program planning, and occasional in-person meetings or travel as assigned. There are specific pre-requisite home internet requirements for this position. Common Ground will not cover the cost of home internet. A minimum internet speed of 45 Mbps (Megabits per second) download and 7 Mbps upload is required. In addition, home internet must have a latency (PING) of less than 100 MS. A hard-wired (coax or fiber cable) connection is recommended, but not required. Internet tests are a required part of the screening process for this position. An internet speed test result that meets or exceeds the minimum standards as outlined above is required before the employment start date. Residence and work-location requirements must comply with Common Ground, funding, licensure, payroll, tax, technology, privacy, and contractual requirements for the Vibrant 988 National Back-up Center.Other Requirements: Hours may vary from time to time and a flexible schedule is required to support a 24-hour program. The Director must be available to provide leadership support for urgent operational needs, high-risk situations, staffing concerns, technology concerns, audits, trainings, meetings, and contract-related needs. The Director may be required to provide on-call leadership support, respond to urgent Supervisor or Manager concerns, and function as shift leader or back-up coverage at the direction of program leadership. This position may require local or distant travel for meetings, training, partner engagement, audits, conferences, or program needs. Common Ground is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. The agency may in its sole discretion fill this position on a full-time, part-time, or contingent basis with the individual best fit to perform the essential functions of the job. The above statements describe the general nature and level of work performed by employees assigned to the title. Incumbents may be required to perform job-related responsibilities and tasks other than those stated in this specification. Employees in this title are subject to a background check. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.Job Description