Job Description

Position : Assistant Director of 988 Operations

Salary : $60,000/year+ benefits

Hours: 9am-5pm Mon-Fri with occasional evenings assistance (HYBRID POTENTIAL of 3 days in office, 2 remote after probationary period)

Location: Birmingham, AL

Purpose

The Assistant Director of 988 Operations will support the 988 Director in managing the day-to-day operations of the 988 Call Center. This role includes training new Call Specialists, conducting ongoing quality assessments, optimizing capacity planning, and monitoring productivity. The Assistant Director will leverage forecasting, resource planning, scheduling, and data monitoring tools to enhance call center efficiency and ensure operational excellence.

The Assistant Director will work closely with the Alabama Department of Mental Health (ADMH), the Jefferson, Blount, St. Clair Mental Health Authority, and other stakeholders to meet and exceed the 988 Call Center's goals. They will collaborate with the Director of 988 Operations and the Executive Director of the Client to generate forecasts, adapt schedules, and assess queue activity to ensure effective operations.

Working Relationships

• Reports directly to the Director of 988 Operations.
• Periodically reports to the Client Executive Director and Chief Executive Officer.
• Attends meetings with Region 2 partners for ADMH.
• Collaborates with mental health authority's leadership teams.

Qualifications

• Master’s degree in a clinical field (e.g., Social Work, Psychology, Counseling).
• Preferred: Experience in crisis response, substance use disorders, juvenile justice, advocacy, mental/behavioral health, psychiatric nursing, or a related field.
• Minimum of 2 years of management experience preferred.
• Completion of the Client’s training, including 50 hours of Crisis Intervention/Suicide Prevention training and achieving 90% or higher proficiency on related exams.
• Strong interpersonal, management, and collaboration skills.
• Ability to anticipate problems, develop proactive solutions, and address issues collaboratively.
• Proficiency in creating reports, charts, and performance analysis.
• Analytical and problem-solving skills.
• Ability to represent the Client in communications with funding agencies.

Duties and Responsibilities

• Conduct live Clinical Quality Assurance reviews of staff handling mental health calls, texts, and chats.
• Provide clinical support to staff managing challenging mental health situations.
• Identify staff needs and address skill gaps through training and remediation.
• Perform Quality Assurance reviews of calls.
• Ensure 80% of calls are resolved without further intervention.
• Monitor call answer rates and establish performance goals.
• Serve as back-up for the Director of 988 Operations during PTO or sick leave.
• Assist with running reports and providing necessary operational data.
• Provide emergency on-call support as needed.
• Ensure adherence to best practices and proper documentation of calls, texts, and chats.
• Maintain contract compliance by monitoring call center operations, ensuring quality assurance, and delivering timely responses to calls and texts.

Benefits

• Primary Insurance through Cigna, Secondary Insurance available through Alliance Health Connect. Dental Insurance through Delta Dental.
• Voluntary Life and AD&D insurance, Basic Life & AD&D, short term and long term disability available as well.
• Retirement 4013B (nonprofit version of 401k).
• Vacation accrues monthly, and for first year is .75hrs a month accrued, and after two years it moves up to 1day/mo, and after 3yrs moves to 1.5 days/mo.

Ready to work with a great group of people who are all supportive and trying to make a positive impact on community? Then we want you on our team, apply today!