Manager, 988 Lifeline

Are you an experienced crisis response professional who believes great leadership saves lives? FirstLink is seeking an experienced and compassionate leader to serve as our 988 Manager.

As the local answering point for the 988 Suicide & Crisis Lifeline, FirstLink answers tens of thousands of conversation from across North Dakota and northwestern Minnesota each year via phone, chat, and text. As our 988 Manager, you'll lead and develop a team of 988 Crisis Specialists who provide life-changing support to individuals experiencing suicidal thoughts, emotional distress, substance use concerns, grief, and other behavioral health challenges.

In this role, you'll ensure every person reaching out for help receives compassionate, evidence-based care while leading a team committed to excellence in crisis intervention.

We offer competitive pay, starting at $26/hour, along with an excellent benefits package which includes 100%-paid Medical, Dental, Vision, Life Insurance, and Short-Term & Long-Term Disability for the employee. We also offer a generous PTO package!

What You'll Do:

As the 988 Manager, you'll provide leadership, supervision, and operational oversight for our team of 988 Crisis Specialists. You'll recruit, coach, mentor, and develop staff while ensuring the highest standards of suicide safety assessment, crisis intervention, documentation, and quality improvement.

You will rely on data to strengthen answering capacity, monitor service quality across voice, chat, and text, and ensure compliance with national 988 Lifeline standards and accreditation requirements. You'll also collaborate closely with quality improvement, staff development, and organizational leadership to continuously improve crisis response and support your team's growth.

Who We're Looking For:

We're looking for someone who leads with both confidence and compassion!

Successful candidates are skilled coaches who know how to build trust, develop talent, and create a culture where both team members and help-seekers feel genuinely supported. They communicate clearly, remain calm under pressure, and are committed to providing high-quality, person-centered crisis intervention.

Ideal candidates will have experience in crisis services, behavioral health, suicide prevention, or contact center operations, along with a strong understanding of crisis intervention practices and a passion for helping others grow professionally. They are equally comfortable navigating complex situations, interpreting operational data, and leading a team toward continuous improvement.

Most of all, they understand that supporting those who answer crisis conversations is just as important as supporting those who reach out for help.

Join FirstLink!

Every conversation answered through 988 has the potential to save a life. As the 988 Manager, you'll help ensure those conversations are met with compassion, clinical excellence, and a team that feels empowered to do their best work every single day.

If you're ready to lead a mission-driven team dedicated to hope, healing, and high-quality crisis response, we'd love to hear from you! Apply today and help shape the future of FirstLink's 988 Suicide & Crisis Lifeline.