988 Text and Chat Manager

📍 Remote | Baltimore, MD| Philadelphia, PA| New York, NY
💰 $60,000–$70,000 Salaried
🕒 Full-Time | Monday–Friday | Day Shift
🚗 Travel: Up to 10%

Lead the Team. Strengthen Crisis Response. Make Every Connection Count.

About Us

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.

The Opportunity

CarePoint Response is seeking an experienced and compassionate 988 Suicide & Crisis Lifeline Call Center Manager to oversee the daily operations of our Chat and Text crisis services.

In this leadership role, you will ensure individuals experiencing emotional distress or suicidal crisis receive immediate, confidential, trauma-informed support. You will oversee staff performance, service levels, response times, queue management, staffing coverage, quality assurance, and compliance with 988 Suicide & Crisis Lifeline standards.

This position is ideal for a behavioral health leader who combines strong people-management skills with operational discipline and understands that behind every performance metric is a person seeking help during a critical moment.

What You’ll Do

Call Center Operations

• 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.

Leadership & Staff Performance

• 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.

Quality Assurance & Continuous Improvement

• 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.

Compliance & 988 Standards

• 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.

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