Job Description
We are looking for a dedicated Crisis Services Program Manager to oversee operations within our crisis programs in Kalamazoo, Michigan. This long-term contract position is ideal for an experienced leader passionate about maintaining high-quality care and fostering a supportive team environment. The successful candidate will play a pivotal role in ensuring program excellence, staff development, and compliance with industry standards. This is a mostly remote role, onsite training is required. You will manage remote employees. The shift is mostly M-F, 8am-5pm EST with requiring flexibility to work outside of that.
Responsibilities:
• Provide daily management and oversight of team members, setting clear expectations and addressing attendance, performance, and work habits.
• Lead recruitment, hiring, and retention efforts to build a cohesive team with relevant experience.
• Establish performance goals and provide coaching, evaluation, and training for crisis services personnel.
• Collaborate with the Crisis Services Program Director to support accreditation processes with relevant organizations.
• Ensure compliance with confidentiality laws, recipient rights, and contractual obligations.
• Organize and facilitate staff meetings to enhance communication and operational efficiency.
• Coordinate and provide on-call support for a 24/7 crisis hotline.
• Foster a positive and inclusive call center culture to improve team retention and morale.
• Monitor program quality through data analysis and reporting.
• Undertake additional responsibilities as assigned to meet organizational needs.
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