Clinical Manager, Peer Programs

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)

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.

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

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

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.
• Lead change initiatives to improve volunteer engagement in alignment with Recovery principles and organizational goals.
• Interviewing & Hiring staff that meet job experience and skills requirements, including supporting and modeling Crisis Connections' organizational values.

PROGRAM MANAGEMENT AND CLINICAL OVERSIGHT

COMMUNITY OUTREACH

KEY PERFORMANCE INDICATORS / SERVICE DELIVERY EXCELLENCE :

QUALITY OF WORK AND WORK HABITS

KNOWLEDGE AND ABILITIES :

REQUIREMENTS

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.

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.

Voluntary Benefits

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