Job Description

988 Videophone Crisis Line Program Manager

Organization:  DeafLEAD

Department:  Videophone Crisis Services

Job Type:  Full time, salaried (exempt)

Location:  Remote 

Reports To:  Assistant Director of Videophone Crisis Line Services

Start Date:  April 16th, 2025

Salary Range: $60,000 - $65,000 annually*

* External hires are usually brought on to DeafLEAD between the minimum to midpoint of the posted salary range depending on a combination of education, qualifications, internal equity, and the budgeted amount for the role.

Position Summary

DeafLEAD is a non-profit organization that provides crisis intervention services to Deaf, Hard of Hearing, Late-Deafened, DeafBlind, DeafDisabled, and Deaf+ individuals and their families within the state of Missouri and nationwide. Our mission is to promote the emotional and physical well-being of consumers in a safe and respectful environment utilizing a consumer-centered, trauma-informed approach. 

We are committed to providing a variety of services to effectively meet the changing needs within the Deaf community. These services include (but are not limited to): crisis intervention, safety planning, legal/medical/personal advocacy, case management, crisis videophone/text/chat/hotline services, mental health services, training, and interpreting

American Sign Language Fluency is required for this position.

DeafLEAD is looking to hire a full time 988 Videophone Program Manager to join an exciting, supportive, and engaging team that provides suicide and crisis intervention services. This position would be worked remotely. The 988 Videophone Program Manager would be expected to work 40 hours or more per week.

Key Responsibilities 

• Follow DeafLEAD’s policies and procedures 
• Believe in DeafLEAD’s philosophy and goals as stated in Summary of Organization 
• Assist in the day-to-day management and operations of the 988 Videophone 
• Oversee and supervise the 988 Videophone Shift Supervisors
• Edit and update the schedule for the 988 Videophone Crisis Counselors when necessary
• Work with the 988 Videophone Best Practices and Quality Assurance Team to ensure appropriateness and professionalism of the 988 Videophone Crisis Counselors 
• Work with the Assistant Director of Videophone Crisis Line Services to provide administrative oversight of all Videophone Senior Crisis Counselor, Crisis Counselors, and Shift Supervisors.
• Develop program goals and objectives: The program manager is responsible for identifying the key objectives of the programs, defining the expected outcomes, and developing a plan to achieve these goals.
• Develop training contents and train shift supervisors.
• Develop program needs for compliance and reporting.
• Develop and execute crisis line training.
• Work with weekly scheduling to ensure 24/7/365 shift coverage
• Work as part of the on-call supervisory team, covering on-call shifts as needed
• Oversee the appropriate documentation of time sheets for the videophone crisis counselors and senior crisis counselors
• May serve on the rotation of the 988 Videophone Shift Supervisors
• Coordinate, delegate, and/or complete follow up meetings, and emails scheduled for crisis counselors 
• Coordinate and attend weekly meetings with Shift Supervisors individually
• Notify child abuse services when appropriate
• Notify emergency services for intervention when appropriate
• Successfully complete all Lifeline required training annually, as well as other training and certifications as assigned.
• Attend weekly meetings with the Director of Videophone Crisis Line Services, Assistant Director of Videophone Crisis Lines, and the Best Practices and Quality Improvement Team.
• Coordinate and attend weekly meetings with the 988 Videophone Shift Supervisors.
• Assist with the development and facilitation of crisis line trainings as needed, and departmental in-service meetings
• Successfully complete all DeafLEAD trainings, as well as other training and certifications as assigned
• Other duties as assigned.

Qualifications 

• Must complete DeafLEAD’s 100+hour crisis intervention training.
• American Sign Language fluency required
• Caring and empathetic person
• Exceptional writing and reading comprehension skills
• Ability to remain calm in crisis situations
• Master’s degree in psychology, social work, non-profit management or related field preferred. Bachelors degree required; preference given to applicants with degrees in related field (i.e. psychology, social work, non-profit management, etc.)
• Previous experience working in crisis management, suicide prevention, mental health, or related field preferred.
• An ability to work with people of various race, color, national or ethnic origin, ancestry, age, religion or religious creed, disability, sex or gender, gender identity and/or expression, sexual orientation, military or veteran status, genetic information or any other characteristic protected under applicable federal, state, or local law.
• Must be able to pass a background check.

Compensation 

• Annual ranges between $60,000 - $65,000  based on education and previous experience. *
• Health, vision, and dental insurance 
• 401(k) retirement (SALARIED ONLY)
• Paid Time Off (sick, holiday, vacation, and personal)

*External hires are usually brought on to DeafLEAD between the minimum to midpoint of the posted salary range depending on a combination of education, qualifications, internal equity, and the budgeted amount for the role

Work Environment

DeafLEAD is committed to creating an inclusive and accessible work environment. This role requires empathy, adaptability, and cultural awareness, particularly in supporting employees who are Deaf, Hard of Hearing, Late-Deafened, DeafBlind, DeafDisabled, and Deaf+. 

Confidentiality and Nondisclosure of Trade Secret

As a condition of employment, DeafLEAD employees are required to protect the confidentiality of DeafLEAD trade secrets, proprietary information, and confidential commercially sensitive information (i.e. financial or sales records/reports, marketing or business strategies/plans, product development, customer lists, patents, trademarks, etc.) related to DeafLEAD. Access to this information should be limited to a “need to know” basis and should not be used for personal benefit, disclosed, or released without prior authorization from management. 

If you have information that leads you to suspect that employees are sharing such information in violation of this policy and/or competitors are obtaining such information, you are required to inform DeafLEAD’s PEO partner.

Violation of this policy may result in disciplinary action up to and including termination and may subject the violator to civil liability.

Inventions

Any invention created, in whole or in part, during your work hours, or from the use of equipment or facilities belonging to DeafLEAD and DeafLEAD's PEO partner, is a “work for hire” and is the property of DeafLEAD.

If you intend to develop and maintain property rights to any invention that relates in any way to products or services of DeafLEAD, you are required to obtain a written waiver of this policy, signed by both you and the CEO of DeafLEAD.

DeafLEAD is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

DeafLEAD hires remote candidates in the following states:

AL, AZ, CO, DC, FL, GA, IA, IL, IN, KS, KY, LA, MD, MN, MO, MS, NJ, NM, NV, NY, OK, SC, TN, TX, UT, VA, and WI.

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