Crisis Program Manager

**Crisis Program Manager**

For over 50 years Distress Centre has served Calgary and Southern Alberta, providing 24-hour crisis support, information, and resources at no cost. Distress Centre does not define crisis. We do not judge. Anyone can call us day or night.

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What to expect in the role:_**

**Job overview**
The Crisis Manager will be responsible for the successful implementation and execution of strategic and operational plans that align the Crisis and Navigation contact centre programs with overall agency goals, providing effective leadership and communication to all staff within these program areas. This includes developing and maintaining a positive and collaborative work environment that promotes employee engagement, a person-driven focus, and a growth mindset. This position reports to the Senior Manager, Crisis and Navigation and works alongside the Navigation Manager to ensure smooth operation of Distress Centre’s Contact Centre.

**Key Outcomes**
- Team Leads and frontline staff are provided the coaching and skill development needed to achieve expectations and provide excellent service delivery.
- The culture of the contact centre is one of accountability, positivity, inclusivity, and collaboration.
- Strong crisis service delivery initiatives are implemented, and program performance is meeting or achieving expectations.
- Data-driven decision making is used to inform program development and service delivery priorities.

**Primary Duties**
This is not an exhaustive list of duties, but meant to give you a sense of what you’ll be doing on a regular basis. Other related duties may be required.

**Staff Supervision and Leadership**
- Provide regular supervision, mentorship and guidance to a team of Crisis and Navigation Team Leads, with a strong focus on their professional development, through ongoing skill development, coaching, performance feedback and development plans.
- Foster a positive and supportive environment that promotes balance, resilience and strategies for stress management with a person-centered focus.
- In collaboration with the Navigation Manager, maintain a strong presence in the Contact Centre and act as a steward of the organization’s culture by embodying the core values, modeling positive behaviors and fostering a culture of inclusivity, accountability, collaboration and continued improvement.
- Provide guidance to Team Leads in aligning staff expectations with agency goals, identifying opportunities for growth and development, navigating staffing challenges and ensuring that they are equipped to manage operational demands effectively.
- Support the Crisis and Navigation Team Leads in providing supervision and support to front line staff to ensure service delivery aligns with provincial goals, and organizational culture, goals and values.
- Identify areas for staff development across crisis and collaborate with the Senior Manager to develop strategies to improve training and education and enhance staff skills, improving performance.

**Program Development and Implementation**
- Oversee contact centre functioning including 988 through daily operations, including workforce management, quality assurance, and performance monitoring, resource provision and appropriate documentation.
- Support the Senior Manager in the development of the annual crisis operations plan and lead the execution of the plan.
- Develop and implement process and procedures for crisis and 988 initiatives and inform and roll out new initiatives.
- Implement performance improvement initiatives based on data-driven insights.
- Oversee the operations components of the accreditation process for American Association of Suicidology.
- Support agency initiatives to enhance overall service user experience and satisfaction and respond to user feedback.

**Program Evaluation and Reporting**
- In collaboration with the Senior Manager of Crisis and Navigation, establish and monitor KPIs for the crisis program to ensure service levels, response times, and customer satisfaction goals are consistently met or exceeded.
- In collaboration with the Data and Outcomes Manager utilize service user feedback and implement improvements to deliver person-centered service delivery.
- Contribute to internal and external reporting requirements.

**Collaboration**
- Act as the primary relationship holder with assigned crisis partnerships to ensure smooth functioning, open communication and ongoing improvements.
- Participate in monthly Distress Centre leadership meetings, cross-collaborative projects and agency wide initiatives.
- Work closely with the People and Culture team for talent acquisition, development and retention.
- Ensure organizational and programmatic key messages and communication are being communicated to all levels and personnel within the Crisis and Navigation program and agency as needed.
- Attend, contribute, and provide leadership to internal and external working groups.
- Promotes the agency, vision and