988 Suicide and Crisis Lifline LGBTQ Youth Voice Manager (11858)

About the role

CarePoint Response, Inc. (CPR) is a nationally recognized nonprofit and Baltimore’s comprehensive crisis response system. Since 1992, CPR has provided timely, community-based care for individuals and families experiencing mental health and substance use challenges. Our mission is to deliver effective behavioral health crisis services and treatment in the least restrictive environment—meeting people where they are, when they need it most.

Opportunity

CarePoint Response is seeking an experienced and compassionate 988 Suicide & Crisis Lifeline LGBTQ+ Youth Voice Manager to join our expanding crisis services team. This leadership position oversees daily operations and staff performance while helping ensure that LGBTQ+ youth experiencing crisis or emotional distress receive high-quality, affirming, trauma-informed support through 988.

What You’ll Do

• Support incoming calls from LGBTQ+ youth experiencing crisis or emotional distress.
• Ensure individuals receive compassionate, affirming, and trauma-informed crisis support.
• Connect callers with appropriate LGBTQ+ affirming behavioral health, social, and community resources.
• Promote service delivery that recognizes the unique needs and experiences of LGBTQ+ youth.
• Oversee day-to-day crisis service operations.
• Monitor service levels, response times, queue management, and staffing coverage.
• Collaborate with IT and vendors to address platform or technical issues.
• Provide leadership and oversight to crisis services staff.
• Monitor counselor performance using established quality assurance measures.
• Establish clear expectations for service quality and performance.
• Develop corrective action plans and performance improvement strategies when needed.
• Support staff accountability and continued professional development.
• Ensure compliance with 988 Lifeline policies, procedures, and performance standards.
• Review crisis interactions to evaluate quality and adherence to established protocols.
• Monitor quality assurance metrics and identify opportunities for improvement.
• Ensure documentation standards are consistently maintained.
• Promote a culture of quality, safety, accountability, and continuous improvement.

Qualifications

• Education: Bachelor's degree in Counseling, Psychology, or a related field, or a bachelor's degree with equivalent crisis-services experience.
• Experience: 2+ years of experience in crisis intervention or mental health services. 1+ year of supervisory or leadership experience. Experience supporting individuals experiencing behavioral health crises. Experience working in crisis call center, 988, or similar environments is valuable.
• Skills & Competencies: Strong leadership and staff-management capabilities. Excellent written communication skills. Ability to effectively manage fast-paced crisis operations. Strong judgment and problem-solving skills in high-pressure environments. Proficiency with digital communication platforms and electronic documentation. Ability to monitor performance and translate findings into operational improvements. Ability to maintain professionalism and composure in crisis-related situations. Commitment to ethical, person-centered, affirming, and trauma-informed decision-making. Bilingual abilities preferred. Availability for flexible scheduling, including nights and weekends, when necessary.