Assistant Program Director, Crisis Line Operations

Assistant Program Director, Crisis Line Operations (Olympic)

This is a hybrid position based in Century City, CA. You have the option to elect into a 9/80 flex work schedule.

The pay range for this role is $77,583 - $89,220 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 about 270,000 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. More than 1,000 dedicated employees and volunteers make Didi Hirsch’s work possible. 

Summary

As an Assistant Program Director, Crisis Line Operations, you will partner with the Director, Crisis Line Operations to manage and lead the Crisis Line Operations team. This role requires overseeing daily operations, initiating program initiatives including expansion of crisis referral resources and supporting cross departmental hiring initiatives, -and ensuring the implementation of policies and procedures to deliver high-quality services. You will support the Director by fostering a collaborative team environment, addressing challenges, and driving performance to achieve organizational objectives. Additionally, you will play a pivotal role in staff training, development, and ensuring compliance with operational standards.

 

Primary Duties

• Provides leadership to Operations staff ensuring clear communication of all initiatives, projects and deadlines.
• Maintains a pulse on the departmental goals, ensuring direct reports are meeting or exceeding contractual performance goals and ensure timely and accurate summary reporting to Director, Senior Director and, as requested, other senior leadership regarding department status, successes and challenges.
• Attends, participates, leads and/or facilitates routinely scheduled meetings as requested or required for the program, division, or Agency.
• Oversees an initiative and related staff to significantly expand and modernize resource listings Didi Hirsh’s 988 counselors access when needing to provide referrals to help seekers.
• Oversees an initiative and related staff to improve cross-departmental communication, tracking and efficiencies related to new counselor and support staff hiring.
• Interfaces with related community agencies, attends meetings as scheduled and/or needed to include: regional Suicide Prevention Coalition meetings, state and National funding meetings, KPI meetings, and infrastructure meetings.

Management Duties

• Coaches staff in the development of their work plans, their assigned duties, responsibilities, and scope of authority.
• Completes management related documentation such as timekeeping records, performance evaluations of direct reports in a timely manner.
• Effectively holds staff accountable for meeting contractual requirements through frequent and regular feedback during administrative supervision sessions held on at least a monthly basis.
• Performs managerial duties to include interviewing applicants for employment; assigning and reviewing progress of assignments; conducting performance appraisals; recommending salary increases; and developing higher levels of expertise in staff members by encouraging further education, participation in seminars and providing learning opportunities within program mental health and/or substance abuse services.
• Assists the Director and Senior Director of Crisis Line Operations in the design and roll out of ongoing departmental expansion, including assuming additional leadership responsibilities as necessary when crisis line contracts evolve.

Program Quality, Compliance and Reporting

• Collaborates with Didi Hirsch’s Suicide Prevention Center’s (SPC) clinical department to ensure support is in place that help the clinical department meet their contractual requirements.
• In collaboration with Didi Hirsch’s Research and Evaluation team, serves as primary point of contact for various contract providers (Vibrant Emotional Health, Advocates for Human Potential, Los Angeles Department of Mental Health, Orange County, etc.), for tracking and reporting deliverables including, but not limited to: KPIs, staffing reports, res