Crisis Contact Center Manager

Title: Crisis Contact Center Manager

State Role Title: Prog Admin Manager II

Hiring Range: $80,000-$100,000

Pay Band: 5

Agency: Dept Behavioral Health/Develop

Location: Telework outside of Richmond

Agency Website: www.dbhds.virginia.gov

Recruitment Type: General Public - G

Job Duties

The Department of Behavioral Health and Developmental Services (DBHDS) is seeking a qualified profession to serve as the Crisis Contact Center Manager, the Commonwealth's primary subject matter expert on crisis contact centers and the 988 Suicide and Crisis Lifeline. This position ensures the effective, person-centered, accessible, and responsive delivery of 988 services that meets the behavioral health needs of all communities. More broadly, this position supports the integration and continuous improvement of Virginia's crisis system, ensuring accessible, high-quality behavioral health crisis response for individuals across the state. Additionally, this position supports monitoring, evaluation, and support of all crisis services within an assigned region in partnership with other Regional Managers. A valid, unrestricted driver's license and an acceptable driving record in accordance with the Commonwealth's Driver Safety Program are required, due to the necessity of conducting routine site visits throughout the state.

Minimum Qualifications

• Knowledge of crisis system best practices and models including Crisis Now, Sequential Intercept Model, and Virginia's Marcus David Peter's Act.
• Knowledge of crisis services including call centers, mobile crisis, community-based stabilization, crisis receiving centers, crisis stabilization units, and CSB Emergency Services.
• Knowledge of statutes, regulations, policies, and standards to ensure that regulatory or contractual requirements are appropriately applied.
• Skill and ability to communicate effectively with a wide variety of community partners when and where needed both verbally and in writing, including during virtual and in-person meetings.
• Ability to independently prioritize and manage workload activities and schedules.
• Knowledge and ability to use various digital tools and technologies to complete job tasks, such as processing data within reports.
• Experience leading complex projects, including coordinating with multiple stakeholders, managing timelines, and delivering measurable outcomes.

Additional Considerations

• Experience in behavioral health, crisis systems, or public-sector service delivery.

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to "Your Application" in your account to check the status of your application for this position.

This position is eligible, however not guaranteed, for telework opportunities; availability, hours, and duration of telework shall be approved as outlined in the Commonwealth telework policy.

For consideration, interested applicants must apply by completing the online application and/or submit a resume. However, emailed, faxed, and hand-delivered applications and/or resumes will not be accepted. Applications must be submitted by 11:55 p.m., on the listed closing date. Reasonable accommodations are available to persons with disabilities during application and/or interview processes per the Americans with Disabilities Act.

DBHDS welcomes all applicants authorized to work in the U.S. For more information on how to seek this authorization, please refer to Working in the United States or contact the U.S. Citizenship and Immigration Services office directly.

Contact Information

Name: Keiana Bobbitt

Phone: N/A

Email: keiana.bobbitt@dbhds.virginia.gov - Inquiries Only/No Submissions, to include resumes.

In support of the Commonwealth's commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.