Crisis Line Operations Director (Suicide Prevention Center)
This position is partially remote. Candidates must be able to travel to our Los Angeles location 2-3 times a week.
The pay range for this position is between $123,184 - $136,870 annually.
About Didi Hirsch
Didi Hirsch Mental Health Services has been a national leader in whole-person mental health, crisis care, and substance use services since 1942 and is home to the nation’s first Suicide Prevention Center. We are a nonprofit organization providing care to nearly 200,000 people annually across our programs. Didi Hirsch has deep roots in community-based mental health and a commitment to providing culturally responsive services that are just and equitable.
As an organization, we value equity, diversity, and inclusion. More than 1,000 dedicated employees and volunteers make Didi Hirsch’s work possible. We intentionally recruit and retain a workforce that is reflective of the communities we serve and strive to cultivate a sense of belonging for them. We embrace employees and candidates from all backgrounds who want to help make this vision a reality.
Summary
Responsible for optimizing the 24/7 Crisis Line’s operations and performance to ensure high-quality crisis support services via call, chat, and text, while adhering to contract requirements, including defined key performance indicators (KPIs). This role involves partnering with the Crisis Line Clinical Director and the Senior Director of Crisis Care, leading and managing Workforce Management and operations focused efforts/staff and collaborating cross-functionally to align team protocols and workflows with organizational goals. This role will ensure compliance with Agency standards, contracts, policies, and guidelines. The ideal candidate will bring management experience, leadership in Crisis Line/Contact Center operations, and a strategic mindset to drive continuous improvement.
Primary Duties
Program Leadership
- Develop and monitor measurable operational performance objectives for the 24/7 Crisis Line (calls, chats, and texts).
- Provide leadership to ensure services meet or exceed contractual operational performance goals and adhere to Didi Hirsch philosophies.
- Form a highly effective team to accomplish the Crisis Line’s short- and long-term operational goals.
- Work closely with the Senior Director of Crisis Care to improve efficiency and quality of Crisis Line operations.
- Lead, oversee, and elevate data-driven team operational trends and opportunities for improvement, enhancing ongoing performance initiatives and goals.
- Collaborate with the Crisis Line Clinical team to ensure the functional needs and interests of this team are represented.
Management Duties
- Oversee the Crisis Line’s Workforce Management and other operations focused programs to ensure operations are adequately staffed, meet contracted operational KPIs, as well as promote staff and volunteer sustainability and retention.
- Perform managerial duties including interviewing applicants, reviewing assignments, conducting performance appraisals, recommending salary increases, and encouraging staff development.
- Coach staff in developing their work plans, responsibilities, and scope of authority.
- Attend and facilitate routinely scheduled meetings as required for the program, division, or Agency.
- Interface with related community agencies, attending meetings as needed, including 988/Vibrant, Los Angeles Department of Mental Health, Orange County Health Care Agency, and CA statewide entities.
Program Quality, Compliance, and Reporting
- Clarify and communicate service delivery operational priorities, objectives, and goals.
- Measure progress against plans and stated goals for program operations and contracted operational deliverables.
- Evaluate team processes and structures for maximum efficiency, equity, and productivity.
- Review work prepared by program staff to ensure it meets or exceeds required Agency and applicable regulatory standards.
- Ensure all administrative documentation is accurate and submitted within the established timeframe; gather and analyze information to prepare routine reports used to assess performance.
- Use data to ensure the team operates with excellent customer service, judgment, and efficiency.
Financial Duties
- Efficiently utilize financial resources while maintaining commitment to quality service when requesting and purchasing program supplies.
- Assist the Senior Director of Crisis Care in developing program budgets and ensure expenditures comply with approved budgets; monitor and evaluate budget issues and recommend corrective actions.
Position Requirements
- 5+ years in a leadership role managing program operations within a Contact Center setting required.
- Experience in mental health, suicide prevention, and/or crisis care services a plus.
- Demonstrate knowledge of Contact Center program management and operations, including best practices in Contact Center workforce management principles.
- Demonstrate effective leadership and management skills.
- Utilize proficient communication and cross-functional collaboration skills.
- Demonstrate initiative, creative thinking, strategic planning, and problem-solving.
- Utilize analysis, experience, and judgment to make solid operational decisions.
- Present ideas, information, and viewpoints clearly, both verbally and in writing.
- Manage employee performance consistent with defined Didi Hirsch processes.
- Demonstrate commitment to team objectives and Didi Hirsch philosophies.
- Adapt to changing needs by acquiring new skills and knowledge.
- Hold a current driver’s license and maintain a driving record acceptable to the Agency’s insurance carrier.
- Efficiently use personal computers, including word processing, spreadsheets, and other related software programs.
- Support the values and mission of Didi Hirsch as related to employment.
- Know and comply with Agency policies and procedures, HIPAA, DMH policies and documentation guidelines, and other state and federal regulations relating to quality assurance and improvement.
Our Vision
A future where everyone has equitable access to care and is empowered to achieve optimal mental health and well-being.
Our Mission
Didi Hirsch provides compassionate mental health, substance use, and suicide prevention services to individuals and families, especially in communities where discrimination and injustice limit access.
Core Values
Excellence: We are constantly innovating, learning from the communities we serve, and applying the latest research to advance best practices. We uphold the highest ethical standards to ensure we are providing compassionate and excellent care.
Diversity & Inclusion: We value diversity of background, experience, and ideas, committing to a workforce representative of the communities we serve. We celebrate differences and prioritize creating a sense of belonging.
Equity: We are dedicated to maintaining equitable practices in our healthcare delivery and workplace culture, and we work to dismantle disparities and discrimination within both systems of care and society.
Well Being: We are devoted to the well-being of our staff, volunteers, and communities, and believe healthy teams lead to healthy clients.
Advocacy: We advocate across all levels of government and use our voice to reduce barriers to care, including stigma, systemic racism, and parity across payers, with the goal of access to high quality, integrated healthcare for all.
Community Engagement: We build partnerships in the community and across sectors to create a more inclusive and responsive mental health ecosystem and enhance greater accessibility to care and support.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)