Call Center Organizational Learning & Trainer

📍 Baltimore, Maryland | Primarily Remote
💰 $50,000–$60,000 Salaried
🕒 Full-Time | Monday–Friday | Day Shift
🚗 Travel: Up to 50%

Develop People. Strengthen Crisis Response. Make an Impact.

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 engaging Call Center Organizational Learning & Trainer to support the professional development of counselors, supervisors, and other personnel supporting the 988 Suicide & Crisis Lifeline.

In this role, you will develop, deliver, and evaluate onboarding and ongoing training for Chat/Text and Voice counselors, helping ensure employees have the knowledge, skills, and confidence necessary to provide high-quality crisis intervention services.

You will combine behavioral health expertise with strong facilitation and coaching skills to strengthen employee performance, reinforce 988 standards, and promote trauma-informed and culturally responsive crisis intervention.

This is an opportunity to directly influence the quality of crisis services by developing the people who answer the call when individuals and families need help most.

What You’ll Do

Training & Organizational Learning

• Develop, coordinate, and facilitate onboarding and ongoing training for 988 crisis counselors.
• Identify training and professional development needs.
• Train staff on 988 Lifeline policies, procedures, quality standards, and documentation requirements.
• Develop engaging training materials, including presentations, manuals, assessments, and other learning resources.
• Maintain accurate and up-to-date training records.

Coaching & Competency Development

• Conduct role plays, skills assessments, and performance monitoring.
• Monitor new-hire performance and provide coaching as needed.
• Provide constructive feedback designed to strengthen employee knowledge, confidence, and performance.
• Help translate training concepts into effective real-world crisis intervention practices.

Continuous Improvement

• Participate in the development and implementation of new training and workforce initiatives.
• Stay current on developments and emerging practices in suicide prevention, behavioral health, crisis intervention, and workforce training.
• Identify opportunities to strengthen training effectiveness and employee readiness.
• Adapt training strategies to changing operational and workforce needs.

Collaboration

• Work closely with managers and directors to identify training needs and performance opportunities.
• Partner with operational leaders to promote consistency in service delivery and crisis intervention practices.
• Support organizational efforts to maintain high-quality, person-centered, and trauma-informed crisis services.