988 Text and Chat Manager (11845)

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.

Responsibilities

• Oversee day-to-day operations of the 988 Chat and Text services.
  • Monitor service levels, response times, queue management, and staffing coverage.
  • Coordinate scheduling and workforce management to maintain appropriate coverage.
  • Ensure operations consistently meet established service expectations.
  • Partner with IT and external vendors to troubleshoot platform and technology issues.
• Provide leadership, direction, and oversight to crisis services staff.
  • Monitor counselor performance using established quality assurance measures.
  • Establish clear expectations and reinforce accountability for service quality.
  • Develop corrective action plans and performance improvement strategies when necessary.
  • Support a professional, responsive, and trauma-informed crisis services environment.
• Review Chat and Text interactions to evaluate service quality and adherence to established protocols.
  • Monitor performance trends and identify opportunities to strengthen service delivery.
  • Ensure documentation standards are consistently maintained.
  • Use quality and operational information to inform coaching and performance improvement.
• Ensure adherence to 988 Suicide & Crisis Lifeline policies, procedures, and performance standards.
  • Promote consistent application of crisis intervention protocols.
  • Maintain high standards for confidentiality, HIPAA compliance, and ethical service delivery.
  • Support organizational quality and compliance initiatives.

Qualifications

• Education: Bachelor’s degree in Counseling, Psychology, or a related field required. A bachelor’s degree combined with equivalent crisis-services experience may also be considered.
• Experience: Minimum of two (2) years of experience in crisis intervention or mental health services. Minimum of one (1) year of supervisory or leadership experience. Experience working in a crisis call center, 988 environment, or digital crisis-response setting is highly valued.
• Skills & Competencies: Strong leadership and staff-management skills. Excellent written communication skills. Ability to effectively supervise crisis services delivered through digital communication. Proficiency with digital communication platforms and electronic documentation. Strong operational judgment and problem-solving abilities. Ability to monitor performance metrics and translate findings into staff coaching and operational improvements. Ability to remain composed and make sound decisions in high-pressure, crisis-related situations. Commitment to person-centered and trauma-informed decision-making. Bilingual abilities preferred.

The position

The position specifically includes responsibility for workforce coverage, platform functionality, transcript review, QA metrics, corrective action, documentation, and continuous service improvement.

Why join CarePoint Response?

• Comprehensive Benefits: Our benefits package includes 100% employer-paid healthcare premiums for most available medical plans, providing substantial savings and comprehensive coverage for employees.
• Dental & Vision Insurance
• 403(b) Retirement Plan
• Vacation, Sick, Personal & Holiday Leave
• Life Insurance & Long-Term Disability
• Professional Development & Leadership Growth Opportunities
• Collaborative, Mission-Driven Team Environment
• Meaningful Work Supporting People During Their Most Critical Moments