988 Program Manager in New Hampshire

Job Details

The New Hampshire 988 Program Manager is responsible for the day-to-day management of the New Hampshire Rapid Response Program (NHRRAP). Under the guidance of the Director of 988 Stakeholder and Community Relations, the Program Manager oversees the fulfillment of the contract, manages program reporting, and coordinates with internal and external stakeholders to ensure effective program delivery. The Program Manager manages procedures and operational workflows, and collaborates with internal teams to support high-quality, efficient, and customer-responsive operations.

As a member of Protocall’s management team, the Program Manager serves as a vital link between the organization's leadership, stakeholders, and the community. The Program Manager upholds the organization’s mission and values, ensuring they are reflected in program operations and stakeholder engagements.

Key measures of success include program efficiency and quality, compliance with SOWs, stakeholder satisfaction, internal and external quality monitoring, and staff satisfaction with the NH based program.

Typical Duties:

• Coordinate the efforts of all staff serving the NHRRAP contract;

• Act as the primary point of accountability and contact for the Department;

• Direct and oversee the daily management, including program milestones, deliverables, and budget;

• Develop partnerships and collaborations with state agency partners, stakeholders, Medicaid, MCOs, and other entities;

• Manage the interactive relationships with community groups;

• Collect, investigate, and respond to complaints and critical incidents;

• Facilitate dispatching and related needs for each of the RR-MCTs, RR-CSCs, and Doorways; and

• Ensure adherence to uniform protocols across the crisis system.

• Oversee the fulfillment of contractual requirements related to the NHRRAP.

• Manage program reporting, ensuring accuracy and timeliness.

• Coordinate with internal teams and stakeholders to enhance program effectiveness.

• Engage and maintain relationships with community members at meetings, conferences, and other events to understand and address community needs.

• Support the development of alliances that foster community resilience.

• Monitor program performance metrics to ensure high-quality service delivery.

• Manage procedures and implement improvements based on data analysis and stakeholder feedback.

• Collaborate with the Director on strategic initiatives and program development.

• Represent Protocall Services at community events and forums.

• Contribute to community needs assessments and innovative service design.

• Provide real-time consultation or support during high-risk or high-impact events (e.g., disasters, public health crises, policy changes) in coordination with state and community partners.

• Maintain an organized archive of all program communications, reporting documentation, meeting notes, and operational updates for transparency and accountability.

• Master’s degree in behavioral health, social work, or a related discipline preferred.

• 3-5 years of experience in program management within the behavioral health sector.

• Supervisor or Manager experience in a Behavioral Health contact center or Crisis Hub preferred.

• Familiarity with New Hampshire’s behavioral healthcare systems and diverse populations.

• Strong organizational and coordination skills.

• Excellent communication and interpersonal skills.

• Ability to travel up to 50% of the time within New Hampshire.

• Passionate about mental health advocacy and community service.

• Ability to manage multiple tasks and meet deadlines.

• Proficient in data analysis and reporting.

ProtoCall Services Inc. is an Equal Opportunity Employer. We believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, national origin, and all of the other fascinating characteristics that make us different.