Description

Position Title: Clinical Manager, Peer Programs - (Warm Line, Support After Suicide)

Location: Onsite x5 days per week

Type: Full-Time/Exempt

Pay: $95,000/year

Hours: Flexible, ensuring onsite presence during Warm Line operational hours (2-9pm, 7 days per week)

Reports to: Clinical Director, Recovery and Peer Services

Direct reports: Warm Line Mentors, Warm Line Training and Outreach Specialist, Support After Suicide Coordinator

CRISIS CONNECTIONS: Crisis Connections (CC) has been responding to calls for help and serving as a community safety net since 1964. We offer an array of support services that are free and easily accessible addressing “all things crisis.” Our core programs include: the 24-Hour Crisis Line, King County 2-1-1, Teen Link, WA Warm Line, WA Recovery Help Line, and support after suicide services. CC provides support, resources and certified training for King County and other communities statewide. Our service area includes King County and WA State. Our passion is to foster resilience and wellbeing for all by connecting people to accessible and compassionate support.

POSITION SUMMARY:

The Clinical Manager of the Washington Warm Line Program leads daily operations, guiding both staff and volunteers in delivering peer-to-peer support that fosters transformative and equitable behavioral health services. This role centers the mental health consumer (peer) perspective and is responsible for ensuring clinical quality assurance, contract / funder compliance and enforcing call center standards, and service level agreements (SLAs).

The Clinical Manager provides clinical supervision, mentorship, and performance evaluations, while proactively managing employee relations and team development. This role ensures all team members are well-trained, supported, and deliver high-quality, compassionate care, while working with the operations team to ensure adherence to key performance indicators, including Service Level Agreement, and Support After Suicide (SAS) service objectives.

Key responsibilities include setting clinical job expectations, monitoring outcomes, and appraising performance to meet strategic, clinical and operational goals. The Clinical Manager develops and enforces clinical policies, while maintaining a focus on customer service and continuous improvement.

Clinical Manager collaborates with the Mission & Engagement Team to collaborate on program outreach strategy, execution & oversight of the team’s role in consolidated data entry, tracking of materials, attending events, program contacts and impact reporting

Financial responsibilities include ensuring accurate timesheets, supporting department budget management, managing overtime and addressing variances. The Clinical Manager assigns clinical tasks based on roles and responsibilities, communicates expectations clearly, and ensures alignment with organizational and department priorities.

The Clinical Manager works in partnership with the Operations Team to ensure high-functioning call center delivery and appropriate staffing, provides essential data & information for reporting, and reviews progress to contractual obligations on monthly, quarterly, and annual reporting. Additionally, the Clinical Manager collaborates with the Chief Diversity, Equity, Inclusion & Belonging Officer to guarantee the successful creation and implementation of key policies, practices, and procedures that advance representation within the department and inclusive care for all.

The Clinical Manager partners with the Clinical Training, HR, Volunteer Services, and Operations Teams to ensure successful training and onboarding of staff and volunteers.

Regular team meetings are held to support clinical and team needs, motivate staff and team building. The Clinical Manager also fosters growth through direct clinical training, mentorship, and professional development opportunities to build a strong, effective, and resilient team.

RESPONSIBILITIES:

MANAGERIAL & SUPERVISORY RESPONSIBILITIES

· Supervise Warm Line mentors, SAS service staff, and Warm Line Volunteers, including hiring, onboarding, training, supervising, evaluating, and, if necessary, implementing corrective action plans.

· Conduct weekly supervision of direct reports

· Supervise Warm Line program and SAS volunteers, including final approval of volunteer candidate, supervision, performance assessments, and separation/termination.

· Collaborates with the workforce management team to ensure sufficient staffing during operations, identify and mitigate gaps that may impact service delivery for clients.

· Promote a healthy work environment in alignment with Crisis Connections’ values.

· Ensure staff and volunteers adhere to operational protocols, culturally competent / informed service delivery, and recovery-oriented practices.

· Lead change initiatives to improve volunteer engagement in alignment with Recovery principles and organizational goals.

· Implements updated clinical policies, procedures, and protocols.

· Effectively use change management best practices, providing timely and clear communication, guidance, training, and support through transitions.

· Interviewing & Hiring staff that meet job experience and skills requirements, including supporting and modeling Crisis Connections’ organizational values.

PROGRAM MANAGEMENT AND CLINICAL OVERSIGHT

· Works with Directors and Operational Managers to ensure efficient and effective integration with other Crisis Connections programs toward providing whole-person care. Ensure clients receive appropriate clinical and essential needs referrals and access to clinically appropriate services along crisis continuum of care.

· Address clinical care issues and caller complaints in a timely and thorough manner.

· Manage day-to-day operations of the WA Warm Line and Support After Suicide program, incorporating clinical oversight into peer focused programs.

· Ensure contract fulfillment, ensure all clinical quality standards and deliverables, and timelines are met.

· Conduct regular quality assurance audits of service delivery, monitoring call response for clinical standards and documentation accuracy.

· Collaborate with Clinical Training Manager to ensure volunteer and staff training reflects best practices in behavioral health peer support.

· Accountable for volunteer wellbeing, retention, and oversight.

· Provide direct call support for acute clinical needs.

· Ensure services reflect the Principles of Recovery, with a focus on the dignity and autonomy of all callers.

· Solicit input from a diverse range of individuals in program planning and implementation, promoting the voices of those with lived experience.

COMMUNITY OUTREACH

· Inform and ensure the implementation of the program outreach strategy.

· Represent the Warm Line publicly as requested by the Clinical Director or a member of the Executive Leadership Team.

· Ensure collaborative relationships with funders, stakeholders, and community partners.

KEY PERFORMANCE INDICATORS/SERVICE DELIVERY EXCELLENCE:

· Works collaboratively with Operations Team to ensure KPI’s, service delivery metrics and other operational goals are achieved.

· Ensures program delivery meets or exceeds clinical quality and impact metrics.

QUALITY OF WORK AND WORK HABITS

· Arrives at work on time and maintains regular attendance; working assigned shifts and other shifts when needed.

· Follows personnel policies and procedures.

· Conducts self in accordance with organizational values.

· Written and verbal communication is clear, concise, accurate and thorough.

· Makes appropriate use of supervisor.

· Promotes a healthy work environment by demonstrating collaborative decision-making and team-building behaviors; provides peer support and motivates staff and volunteers to outstanding performance.

· Proactively identified problems/challenges and suggests solutions.

· All other duties as assigned.

KNOWLEDGE AND ABILITIES:

· Strong behavioral health clinical skills, judgement and knowledge of behavioral health peer services, and crisis and suicide intervention.

· Exceptional leadership and interpersonal skills, including team building and collaboration.

· Able to hold staff accountable to performance and professional standards.

· Ability to communicate clearly, diplomatically, respectfully, and effectively.

· Ability to use analysis, experience, and sound judgment to make swift and effective decisions.

· Personal commitment to, and demonstrated experience in, furthering Diversity, Equity, Inclusion and Belonging in the workplace.

· Experience in contact center operations, preferred.

· Experience in using Microsoft 365, ability to learn and use multiple software platforms, electronic health records and technology systems.

REQUIREMENTS

· Masters' degree in Human Services, Social Work, Psychology, or a related field.

· Washington State Certified Peer Counselor (CPC).

· Pursuant to HB 5555, must obtain Certified Peer Counselor Supervisor Certification by January 1, 2027.

· Minimum of 2 years of clinical program management experience.

REQUIREMENTS:

Computer Skills Assessment:

Crisis Connections requires a basic Computer Skills assessment to measure computer literacy and skills. The assessment approximately 15 minutes in length, and timed. HR will provide a link to complete the test after screening qualified candidates.

This assessment will be completed on the candidate's personal computer. Upon request, candidates may take the assessment at one of our 2 office locations as an accommodation. Additional accommodations for the assessment are provided upon request.

DISCLAIMER:

The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job. As an adaptive organization, responsibilities can and will change in alignment with greater efficiencies and mission metrics.

EQUAL EMPLOYMENT OPPORTUNITY AND NON-DISCRIMINATION:

Crisis Connections (CC) is committed to equal opportunity for all employees and applicants. CC does not discriminate with regards to hiring, assignment, promotion, or other conditions of staff employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender, gender identity, veteran status, disability, genetic information, or any other status protected under local, state, or federal law.

In accordance with the Americans with Disabilities Act, upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of our positions.

Crisis Connections is an equal opportunity employer. We value having employees whose skills, experience and background reflect the diverse populations we serve.

Thriving employees means a thriving mission:

We work hard to embrace diversity and inclusion. We welcome everyone's lived experiences, cultures, and expertise, at Crisis Connections because it strengthens our team and the care we provide to the community. BIPOC, persons with disabilities, and members of the LGBTQ+ community are strongly encouraged to apply.

We are dedicated to supporting our employees by offering excellent benefits and career progression opportunities.

· Excellent medical, dental, and vision coverage

· Annual wage increases

· Generous Paid Time OU & 12 Paid Holidays

· Discount on ORCA transit pass

· Free Parking & Flexible Schedules

· Growth opportunities

· Self-care tools & weekly check ins with your supervisor

Voluntary Benefits

· Short-term and long-term disability

· Flexible Spending Accounts (FSA)

· 403B Retirement Plan

Offers of Employment: All offers of employment are contingent upon successful completion of a background check including a Criminal History Report and Reference Check.

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