Manager, 988 Lifeline (In-Office Only!)
About the role
FirstLink is seeking an experienced and compassionate leader to serve as our 988 Manager. As the local answering point for the 988 Suicide & Crisis Lifeline, FirstLink answers tens of thousands of conversations from across North Dakota and northwestern Minnesota each year via phone, chat, and text. As our 988 Manager, you'll lead and develop a team of 988 Crisis Specialists who provide life-changing support to individuals experiencing suicidal thoughts, emotional distress, substance use concerns, grief, and other behavioral health challenges. In this role, you'll ensure every person reaching out for help receives compassionate, evidence-based care while leading a team committed to excellence in crisis intervention.
What You'll Do
- Provide leadership, supervision, and operational oversight for our team of 988 Crisis Specialists
- Recruit, coach, mentor, and develop staff
- Ensure the highest standards of suicide safety assessment, crisis intervention, documentation, and quality improvement
- Rely on data to strengthen answering capacity and monitor service quality across voice, chat, and text
- Ensure compliance with national 988 Lifeline standards and accreditation requirements
- Collaborate closely with quality improvement, staff development, and organizational leadership to continuously improve crisis response and support your team's growth
Who We're Looking For
We're looking for someone who leads with both confidence and compassion. Successful candidates are skilled coaches who know how to build trust, develop talent, and create a culture where both team members and help-seekers feel genuinely supported. They communicate clearly, remain calm under pressure, and are committed to providing high-quality, person-centered crisis intervention.
- Experience in crisis services, behavioral health, suicide prevention, or contact center operations
- Strong understanding of crisis intervention practices
- Passion for helping others grow professionally
- Comfortable navigating complex situations, interpreting operational data, and leading a team toward continuous improvement
- Understand that supporting those who answer crisis conversations is just as important as supporting those who reach out for help
Pay & Benefits
- Competitive pay starting at $26/hour
- 100%-paid Medical, Dental, Vision, Life Insurance, and Short-Term & Long-Term Disability for the employee
- Generous PTO package