Assistant Manager of National Chat and Text Operations

Organization: DeafLEAD

Job Type: Full-time, Salaried (exempt)

Location: Remote

Reports To: National Chat and Text Operations Manager

Department: Chat and Text

Salary Range: $57,000 to $62,000 / annually (See Compensation section below for more detail)

*External hires are usually brought on to DeafLEAD between the minimum to midpoint of the posted salary range depending on a combination of education, qualifications, internal equity, and the budgeted amount for the role.

Position Summary

DeafLEAD is a non-profit organization that provides crisis intervention services to Deaf, Hard of Hearing, Late-Deafened, DeafBlind, DeafDisabled, and Deaf+ individuals and their families within the state of Missouri and nationwide. Our mission is to promote the emotional and physical well-being of consumers in a safe and respectful environment utilizing a consumer-centered, trauma-informed approach.

We are committed to providing a variety of services to effectively meet the changing needs within the Deaf community. These services include (but are not limited to): crisis intervention, safety planning, legal/medical/personal advocacy, case management, crisis videophone/text/chat/hotline services, mental health services, training, and interpreting

DeafLEAD is seeking an experienced and compassionate full-time Assistant Manager of National Chat and Text Operations to join an exciting, supportive and engaging team.

Essential Functions

• Follow DeafLEAD’s policies and procedures.
• Believe in DeafLEAD’s philosophy and goals as stated in Summary of Organization.
• Support the day-to-day operations of DeafLEAD’s 988 Crisis Chat and Text program, ensuring consistent service delivery and adherence to operational expectations.
• Provide guidance and real-time support to Shift Supervisors and staff, helping address operational questions, challenges, and escalations as they arise.
• Assist in the management and resolution of escalated service situations, ensuring appropriate, timely, and effective intervention.
• Participate in the on-call manager's rotation, providing operational leadership and decision-making support during assigned coverage periods.
• Monitor operational activity by reviewing shift supervisor reports, documentation, and performance indicators to identify trends, concerns, and areas for follow-up.
• Track and support follow-up on attendance and performance concerns, collaborating with leadership and HR as appropriate.
• Assist in the development, coordination, and facilitation of training initiatives, including onboarding support and ongoing staff development.
• Support the review and refinement of crisis intervention protocols, operational procedures, and best practices to ensure alignment with program standards.
• Collaborate closely with the Crisis Chat and Text operations team to maintain service continuity and address operational needs.
• Participate in required meetings with internal leadership, staff, and external stakeholders (e.g., Vibrant Emotional Health) to support communication, alignment, and program effectiveness.
• Ensure compliance with 988 Lifeline standards, organizational policies, and required training expectations.
• Assess situations that require escalation and notify appropriate authorities, including child protective services or emergency services, when necessary.
• Demonstrate alignment with DeafLEAD’s mission, values, and commitment to providing high-quality crisis services.
• Perform additional duties as needed to support program and organizational success.

Qualifications

• Must complete all required crisis line trainings (minimum 100 hours) upon hire (see Training Section below).
• Minimum age 18.
• Must be able to pass a background check.
• Master’s degree in psychology, social work, nonprofit management, or related field preferred. Bachelor’s degree or equivalent combination of education and relevant experience in crisis services or operations required.
• Minimum of 1 year of crisis line experience or similar required, including demonstrated proficiency in crisis intervention and program expectations.
• American Sign Language (ASL) fluency is preferred but not required.
• Ability to demonstrate empathy while maintaining professional boundaries and reinforcing expectations with staff.
• Exceptional writing and reading comprehension skills, including the ability to communicate clearly and provide professional guidance to staff in real time.
• Ability to remain calm and make timely decisions while providing direction to others during crisis or high-pressure situations.
• Demonstrated experience supporting leading, or guiding staff, including providing feedback and addressing concerns in a professional setting.
• Demonstrated ability to work effectively with individuals from diverse backgrounds and identities, including the ability to navigate conflict, maintain professionalism, and support accountability across teams.
• Ability to support day-to-day operations in a fast-paced environment, including responding to real-time needs and shifting priorities.
• Demonstrated ability to provide guidance and support to supervisors or peers, including answering questions and reinforcing expectations.
• Ability to assess and respond to escalated situations, including determining appropriate next steps and involving leadership when needed.
• Ability to balance support and accountability, including addressing attendance, performance, or behavioral concerns in a timely and professional manner.
• Strong organizational skills and ability to track, follow up on, and resolve operational concerns or staff issues.
• Ability to work independently and take initiative, managing responsibilities with minimal supervision.

Training

• Must complete a minimum of 100 hours of required crisis line training upon hire and attend all sessions without any conflicting commitments.
• Training is Monday-to Friday from 9 AM to 5 PM CST. Upon hire, a more detailed training agenda will be provided prior to the start of the training period.

Compensation/Benefits

• $57,000 to $62,000 / annually*
• Health, vision, and dental insurance
• 401(k) retirement
• Paid Time Off (sick, holiday, vacation, and personal)

*External hires typically start between the minimum and midpoint of the salary range, based on education, qualifications, internal equity, and budget availability. This position is supported through a federal award, and continued employment is contingent upon the availability of this funding.

Schedule/Time Commitment

This is a full-time, salaried, exempt position. Employees are expected to work a minimum of 40 hours per week, typically during standard business hours. Because DeafLEAD provides 24/7 crisis services, occasional work outside of standard business hours — including evenings, weekends, or extended hours — may be required to support coverage and organizational needs.

Each employee will establish a “typical schedule” with their manager. When work is required outside of that schedule, employees should coordinate with their manager to adjust their hours as appropriate. Required meetings may occasionally take place outside of an employee’s typical schedule. Flexibility, both on the part of the employee and the agency, is essential to ensure high-quality service delivery.

Technology Requirements

Technology requirements will be discussed in detail upon hire.

Work Environment

Collaborative Virtual Workspace: DeafLEAD crisis line counselors work shifts on Zoom alongside fellow counselors and shift supervisors to foster connection, engagement, and support.

Camera Requirement: During training and while on shift, staff are expected to be on camera to actively participate and engage with their peers. Since DeafLEAD fosters an inclusive environment for Deaf and hard-of-hearing staff, maintaining clear visibility on camera is important for communication.

Distraction-free Workspace: Staff should work in a dedicated, private workspace with the ability to appear on camera without the use of virtual backgrounds and free from background noise, visual distractions, and interruptions to ensure full engagement with chats, texts, and team interactions. This means working in a private space where conversations cannot be overheard, and where movement, flashing lights, or other visual distractions are minimized.

DeafLEAD is committed to creating an inclusive and accessible work environment. This role requires empathy, adaptability, and cultural awareness, particularly in supporting employees who are Deaf, Hard of Hearing, Late-Deafened, DeafBlind, DeafDisabled, and Deaf+.

DeafLEAD is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

DeafLEAD hires remote candidates in the following states:

AL, AR, AZ, CO, DC, FL, GA, IA, IN, KS, KY, LA, MD, MI, MN, MO, MS, NC, NJ, NM, NV, OK, PA, SC, TN, TX, UT, VA, WI, VT.