Program Manager - Crisis Line/988

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    "description": "<p><span style=\"display:block;font-size:14px;\"><span style=\"font-family:Arial,Helvetica,sans-serif;\">The Program Manager is responsible for the operational oversight, quality management, and leadership of the Crisis &amp; Information Line and digital crisis services (text and chat). This role ensures efficient service delivery, high-quality interactions, and alignment with organizational standards and strategic goals. The Program Manager provides leadership to supervisory staff, supports workforce development, oversees quality assurance processes, and promotes a positive and resilient team culture.</span></span></p>\r\n\r\n<p>&nbsp;</p>\r\n\r\n<p><span style=\"display:block;font-size:14px;\"><span style=\"font-family:Arial,Helvetica,sans-serif;\"><strong>Why Choose RiverValley Behavioral Health?</strong></span></span></p>\r\n\r\n<p><span style=\"display:block;font-size:14px;\"><span style=\"font-family:Arial,Helvetica,sans-serif;\"><strong>RiverValley Behavioral Health is now a Certified Community Behavioral Health Clinic (CCBHC), expanding access to high-quality, integrated care in the communities we serve. Join a mission-driven organization committed to clinical excellence, professional growth, and meaningful impact.</strong></span></span></p>\r\n\r\n<p><span style=\"display:block;font-size:14px;\"><span style=\"font-family:Arial,Helvetica,sans-serif;\"><strong>We offer:</strong></span></span></p>\r\n\r\n<ul>\r\n\t<li><span style=\"display:block;font-size:14px;\"><span style=\"font-family:Arial,Helvetica,sans-serif;\">Competitive pay</span></span></li>\r\n\t<li><span style=\"display:block;font-size:14px;\"><span style=\"font-family:Arial,Helvetica,sans-serif;\">Comprehensive benefits (health, dental, vision, Telehealth)</span></span></li>\r\n\t<li><span style=\"display:block;font-size:14px;\"><span style=\"font-family:Arial,Helvetica,sans-serif;\">Paid time off + 9 holidays</span></span></li>\r\n\t<li><span style=\"display:block;font-size:14px;\"><span style=\"font-family:Arial,Helvetica,sans-serif;\">Retirement plan options</span></span></li>\r\n\t<li><span style=\"display:block;font-size:14px;\"><span style=\"font-family:Arial,Helvetica,sans-serif;\">Tuition reimbursement + free CEUs</span></span></li>\r\n\t<li><span style=\"display:block;font-size:14px;\"><span style=\"font-family:Arial,Helvetica,sans-serif;\">Clinical supervision</span></span></li>\r\n\t<li><span style=\"display:block;font-size:14px;\"><span style=\"font-family:Arial,Helvetica,sans-serif;\">Wellness &amp; employee assistance programs</span></span></li>\r\n\t<li><span style=\"display:block;font-size:14px;\"><span style=\"font-family:Arial,Helvetica,sans-serif;\">Mileage reimbursement for work related travel</span></span></li>\r\n\t<li><span style=\"display:block;font-size:14px;\"><span style=\"font-family:Arial,Helvetica,sans-serif;\">Public Service Loan Forgiveness (PSLF) - eligible employer&nbsp;</span></span></li>\r\n</ul>\r\n\r\n<p><span style=\"display:block;font-size:14px;\"><strong><span style=\"font-family:Arial,Helvetica,sans-serif;\">Essential Functions:</span></strong></span></p>\r\n\r\n<ul>\r\n\t<li><span style=\"display:block;font-size:14px;\"><span style=\"font-family:Arial,Helvetica,sans-serif;\">Provide overall leadership and operational oversight of the Crisis Line, Point of Entry, and text/chat services, ensuring efficient workflows and effective staff utilization.</span></span></li>\r\n\t<li><span style=\"display:block;font-size:14px;\"><span style=\"font-family:Arial,Helvetica,sans-serif;\">Directly supervise and support the managers of the Crisis Line and Text/Chat teams, including goal setting, performance management, and professional development.</span></span></li>\r\n\t<li><span style=\"display:block;font-size:14px;\"><span style=\"font-family:Arial,Helvetica,sans-serif;\">Serve as the primary point of escalation for complex or high-risk situations, ensuring appropriate protocols and resources are utilized.</span></span></li>\r\n\t<li><span style=\"display:block;font-size:14px;\"><span style=\"font-family:Arial,Helvetica,sans-serif;\">Ensure adherence to organizational policies, regulatory requirements, and service delivery standards.</span></span></li>\r\n\t<li><span style=\"display:block;font-size:14px;\"><span style=\"font-family:Arial,Helvetica,sans-serif;\">Support staff decision-making by providing timely guidance and problem-solving support during operations.</span></span></li>\r\n\t<li><span style=\"display:block;font-size:14px;\"><span style=\"font-family:Arial,Helvetica,sans-serif;\">Oversee quality assurance activities, including record reviews, call/text/chat monitoring, and evaluation of service delivery standards.</span></span></li>\r\n\t<li><span style=\"display:block;font-size:14px;\"><span style=\"font-family:Arial,Helvetica,sans-serif;\">Review documentation and service interactions to ensure accuracy, consistency, and compliance with established protocols.</span></span></li>\r\n\t<li><span style=\"display:block;font-size:14px;\"><span style=\"font-family:Arial,Helvetica,sans-serif;\">Monitor and evaluate staff and program performance using data, metrics, and outcome tracking.</span></span></li>\r\n\t<li><span style=\"display:block;font-size:14px;\"><span style=\"font-family:Arial,Helvetica,sans-serif;\">Lead performance improvement initiatives to enhance service quality, efficiency, and client experience.</span></span></li>\r\n\t<li><span style=\"display:block;font-size:14px;\"><span style=\"font-family:Arial,Helvetica,sans-serif;\">Coordinate onboarding and ongoing training for Crisis Line Specialists and support staff.</span></span></li>\r\n\t<li><span style=\"display:block;font-size:14px;\"><span style=\"font-family:Arial,Helvetica,sans-serif;\">Identify training needs through performance data and feedback; develop and implement training initiatives accordingly.</span></span></li>\r\n\t<li><span style=\"display:block;font-size:14px;\"><span style=\"font-family:Arial,Helvetica,sans-serif;\">Support the development and maintenance of staff competencies related to crisis response protocols, communication skills, and resource navigation.</span></span></li>\r\n\t<li><span style=\"display:block;font-size:14px;\"><span style=\"font-family:Arial,Helvetica,sans-serif;\">Promote staff wellness by developing and supporting initiatives that reduce burnout and encourage resilience.</span></span></li>\r\n\t<li><span style=\"display:block;font-size:14px;\"><span style=\"font-family:Arial,Helvetica,sans-serif;\">Foster a positive team environment that emphasizes collaboration, accountability, and professional growth.</span></span></li>\r\n\t<li><span style=\"display:block;font-size:14px;\"><span style=\"font-family:Arial,Helvetica,sans-serif;\">Maintain documentation related to staff supervision, training, and quality activities.</span></span></li>\r\n\t<li><span style=\"display:block;font-size:14px;\"><span style=\"font-family:Arial,Helvetica,sans-serif;\">Collaborate with leadership on scheduling, staffing strategies, and program development.</span></span></li>\r\n\t<li><span style=\"display:block;font-size:14px;\"><span style=\"font-family:Arial,Helvetica,sans-serif;\">Participate in community outreach, partnership development, and stakeholder engagement activities as needed.</span></span></li>\r\n\t<li><span style=\"display:block;font-size:14px;\"><span style=\"font-family:Arial,Helvetica,sans-serif;\">Execute additional responsibilities aligned with organizational priorities and program growth.</span></span></li>\r\n</ul>\r\n",
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