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988 Suicide and Crisis Lifline LGBTQ Youth Voice Manager (11858)

Role overview

Qualifications

  • Experience in crisis intervention and behavioral health services
  • Strong operational management skills
  • Commitment to LGBTQ+ youth services
  • Leadership experience in crisis services

Responsibilities

  • Oversee daily operations and staff performance in crisis services
  • Ensure compassionate, affirming support for LGBTQ+ youth in crisis
  • Monitor service quality and compliance with performance standards
  • Collaborate with IT and vendors to address technical issues

Key facts

Other skills

  • Quality Assurance
  • Advocacy
  • Leadership
  • Communication
  • Problem Solving

About the company

Baltimore Crisis Response, Inc. logo

Baltimore Crisis Response, Inc.

Hospitals & Health Care

Baltimore Crisis Response, Inc (BCRI) is deeply rooted in the Baltimore City community. As the city's only comprehensive crisis service, our mission is to provide timely and effective community based services in the least restrictive environment, regardless of ability to pay. Since 1992, we have helped many overcome mental health and substance use disorders, often working in partnership with other community providers to create innovative programs to better serve this vulnerable population. Our services include: - 24/7/365 Telephone Crisis, Information and Referral Line - Residential Crisis and Addiction Treatment - Mobile Crisis Teams - In-House and Community Case Management - HIV and Hepatitis C Outreach and Prevention - Community Education and Outreach

Company details

Company typeSME
IndustryHospitals & Health Care
Company size51 - 200

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Job description

988 Suicide & Crisis Lifeline LGBTQ+ Youth Voice Manager

📍 Remote
💰 $60,000–$70,000 Salaried
🕒 Full-Time | Monday–Friday | Day Shift
🚗 Travel: Up to 10%

Lead with Affirmation. Strengthen Crisis Response. Support LGBTQ+ Youth.

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 LGBTQ+ Youth Voice Manager to join our expanding crisis services team.

This leadership position oversees daily operations and staff performance while helping ensure that LGBTQ+ youth experiencing crisis or emotional distress receive high-quality, affirming, trauma-informed support through 988.

The Manager will oversee service quality, staffing, performance, risk management, and operational goals while ensuring alignment with 988 Suicide & Crisis Lifeline standards.

This is an opportunity for a behavioral health leader who understands crisis intervention and can combine strong operational management with a genuine commitment to responsive, person-centered services for LGBTQ+ youth.

What You’ll Do

Crisis Services & LGBTQ+ Youth Support

  • Support incoming calls from LGBTQ+ youth experiencing crisis or emotional distress.
  • Ensure individuals receive compassionate, affirming, and trauma-informed crisis support.
  • Connect callers with appropriate LGBTQ+ affirming behavioral health, social, and community resources.
  • Promote service delivery that recognizes the unique needs and experiences of LGBTQ+ youth.

Operations & Workforce Management

  • Oversee day-to-day crisis service operations.
  • Monitor service levels, response times, queue management, and staffing coverage.
  • Coordinate scheduling and workforce management to maintain adequate coverage.
  • Identify operational trends and opportunities to enhance service delivery.
  • Collaborate with IT and vendors to address platform or technical issues.

Leadership & Staff Performance

  • Provide leadership and oversight to crisis services staff.
  • Monitor counselor performance using established quality assurance measures.
  • Establish clear expectations for service quality and performance.
  • Develop corrective action plans and performance improvement strategies when needed.
  • Support staff accountability and continued professional development.

Quality & Compliance

  • Ensure compliance with 988 Lifeline policies, procedures, and performance standards.
  • Review crisis interactions to evaluate quality and adherence to established protocols.
  • Monitor quality assurance metrics and identify opportunities for improvement.
  • Ensure documentation standards are consistently maintained.
  • Promote a culture of quality, safety, accountability, and continuous improvement.

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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