OUR COMMUNITY

We live in a world where division, disparity, and poverty affect everyone. When we unite as changemakers at Greater Twin Cities United Way we can disrupt systems, unlock human potential, change narratives, create equitable solutions, and advocate for policies that result in lasting change.

As an interconnected community focused on equity and inclusion, we can draw from our best minds, courageous leaders, responsive services and collaborative partnerships, and bring forth working solutions to shape our future together.

Your Role in Participating: 988 Manager, Suicide Prevention

Your Department: Community Impact

Your Reporting Manager: Senior Program Officer, 988 & Mental Health

OUR MISSION AND VALUES

Mission: Unite changemakers, advocate for social good and develop solutions to address the challenges no one can solve alone.

Values: Equity, collaboration, agility, and transparency

PRIMARY PURPOSE OF YOUR ROLE

The Greater Twin Cities United Way 988 Suicide and Crisis Lifeline Center manager is responsible for day-to-day contact center operations of the 988 Suicide and Crisis Lifeline, including supervising 988 Center Supervisors and a team of Suicide Prevention Call Specialists across three shifts. The 988 Crisis Center manager reports to the Senior Program Officer for 988 and mental health and ensures high-quality, trauma-informed crisis intervention services to all callers in accordance with Vibrant Emotional Health and SAMHSA standards.

ROLE ACCOUNTABILITIES

Call Center Operations – 70%

• Lead contact center operations to facilitate meeting established goals for wait time, abandonment rate, and follow-up.
• Schedule and oversee work of contact center staff, including 3 shifts.
• Manage and support 988 Center Supervisors.
• Monitor contact center technology tools and trends to ensure sustainable, quality system performance.
• Partner with the 988 Senior Program Officer to create and implement business continuity plans.
• Ensure staff policies and procedures are implemented and maintained based upon the Minnesota Department of Health, Vibrant Emotional Health and SAMHSA standards.
• Administer partnerships and ensure compliance with grants, contracts, and partnership agreements.
• Provide consultation and implementation guidance to other members of the 988 leadership team in development of future partnerships and innovation efforts.

Staff coaching and development – 20%

• Responsible for hiring, training, and retaining qualified staff. Onboard new staff and facilitate continuing education for all staff in partnership with the 988 Center Supervisors and 988 training manager.
• Coach staff for performance and skill development, set clear expectations and benchmarks.
• Monitor call handling, review caller records, and provide feedback to staff to ensure quality caller interactions.
• Provide on-call support for staff in need of escalated crisis call support, including some nights and weekends.
• Coach and develop supervisors in their oversight and support of team members and participants during their shifts.
• Manage conflict as necessary amongst team members, adhering to org policies and procedures.

Other – 10%

• Participate in United Way organization events.
• Support continuous improvement of 988 Center processes, policies, and procedures.
• Work with United Way 211 Contact Center Manager to ensure standard practices, alignment, and communication across teams.
• Attend trainings, events, conferences as needed.

COMPETENCIES THAT SUPPORT YOUR WORK

• Trauma-informed Focus – Builds strong trauma-informed practices to provide strength-base interventions to callers in crisis.
• Business insight- Demonstrate current knowledge of all job specific skills including supervision, crisis intervention, suicide prevention, telephone crisis line procedures.
• Drives Engagement – Creates a climate where people are motivated to do their best to help the organization achieve its objectives.
• Communicates Effectively – Develops and delivers communications that convey a clear understanding of the unique needs of different audiences.
• Optimizes Work Processes – Knows the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Directs Work – Provides direction, delegates and removes obstacles to get work done.
• Drives Results – Consistently achieves results, even under touch circumstances.
• Manages Conflict – Handles conflict situations effectively, settling differences in productive ways.
• Instills Trust – Gains the confidence and trust of others through honesty, integrity, and authenticity.
• Customer Focus – Leverages customer insights and experiences to deliver customer-centric solutions.
• Decision Quality – Makes good and timely decisions in support of callers, team and program goals.
• Plans and Aligns – Plans and prioritizes work to meet commitments aligned with organizational goals.
• Tech Savvy – Ability to manage a virtual call center including comfort and familiarity with online communication tools and software programs.

Position Requirements

• This position requires a bachelor’s degree in psychology, social work, or related field. Graduate degree preferred.
• 5-7+ years of relevant experience, including work in a behavioral health setting.
• Experience managing teams, preferably in a contact center in the human services sector. 
• Understanding of public, non-profit and community-based mental health and human services systems.
• Experience leading teams using call center telephony and information and referral database platforms; Nice InContact and iCarol program experience preferred.
• Embody GTCUW’s core values of equity, agility, transparency and collaboration.
• Ability to relate to and work with a diverse group of stakeholders.
• Ability to work nights and weekends on occasion.