988 Senior Manager

Type: Full-Time 

Reports to: Director of Crisis & Support Operations 

Shift: This position requires schedule flexibility to support the needs of the program. While the primary work hours will generally align with standard business hours, the individual in this role should anticipate also working during program operational hours as needed. 

This role also includes participation in an on-call rotation to ensure urgent administrative and operational needs are addressed promptly. 

Work schedules are subject to change as necessary to meet the program or organization needs/ Reasonable notice is provided to facilitate personal planning.

Office Location: Hybrid position. Must be based in the Chicago area and available to work in-office a minimum of 3 days per week. Work outside of the state of Illinois is limited to five (5) calendar days per year(subject to change).

Background: 

Guided by the experiences of those living with mental health conditions and rooted in equity, NAMI Chicago educates to fight stigma and discrimination, fiercely advocates for our community, and shares hope, connection and expertise with people on their mental health journey. 

NAMI Chicago has operated a 988 Suicide & Crisis Lifeline call center as part of the national network for the past two years, providing comprehensive crisis coverage to Cook County residents. Our team of over 30 crisis counselors and specialists works remotely and currently answers calls between 4 pm and 8 am. Growth of the program to a 24/7 operation is a potential shift in the near future. 

Who We Are Looking For: 

The Senior Manager of 988 contributes to NAMI Chicago’s overall mission by serving as the primary leader of the 988 Suicide & Crisis Lifeline Center, ensuring the program delivers safe, clinically sound and responsive crisis services. The role drives consistent, high-quality outcomes through ensuring program integrity. The 988 Senior Manger works with leadership to implement program initiatives, workforce development, and data analysis and reporting.  

The 988 Senior Manager is responsible for regulatory and contractual compliance tracking, advancing operational and quality improvements, and upholding alignment with the 988 Lifeline framework and clinical best practices. The 988 Senior Manager fosters a trauma-informed, inclusive and equitable environment that supports and prioritizes staff wellbeing and high-quality caller experience. This position requires strong program and people management skills, flexible thinking, advanced clinical and behavioral-health expertise, and ability to guide a large, diverse, mostly remote team through growth, refinement and continuous improvement.  

Essential Functions & Responsibilities: 

Program and Workforce Leadership 

• Oversee the structure, workflows, and staffing model of 988; identify future needs and plan proactively for program growth, innovation, and sustainability.
• Aid in establishing program wide goals, priorities, and performance expectations
• Guide program enhancement efforts, including policy updates, operational standards, and clinical best practices.
• Serve as the senior leader representing 988 at internal leadership tables and cross departmental planning meetings, utilizing a collaborative approach to ensure program needs and insights inform organizational operations and strategy.  
• Foster a supportive, equitable, and accountable culture across the entire 988 team.
• Provide leadership coaching and supervision to Managers and Supervisors. 
• Lead hiring, workforce planning, and role design as the program evolves.
• Partner with the Managers to identify gaps and set training direction.
• Support with escalated personnel issues, grievances, and performance concerns 

Oversight of Program Management & Daily Operations  

• Provide direct supervision to program leadership, offering coaching, professional development, and program adherence. Engage in employee performance evaluation and goal setting. 
• Monitor daily operational performance through reports, escalations, and meetings with the Managers and Supervisors; intervene at a systems level to resolve barriers.
• Ensure workflows, staffing, and processes support high-quality, trauma-informed, culturally responsive crisis support.
• Keep a pulse on team dynamics, wellness, and staffing trends, guiding the Managers and Supervisors in implementing solutions. Ensure fidelity t