Heartline

Manager

• Oversee daily clinical operations across multiple HeartLine crisis and behavioral health programs
• Provide timely consultation for complex, high-risk, or emergent client interactions
• Coordinate clinical debriefings, shift-level support, and staff learning
• Deliver and reinforce clinical training, onboarding, competency development, coaching, and continuing education
• Coordinate case reviews, document findings, and identify coaching opportunities
• Provide coaching and documentation addressing frontline performance needs and service standards
• Coordinate with supervisors to maintain consistent clinical practices and day-to-day service standards
• Escalate program trends, staffing concerns, and frontline support needs to the Assistant Clinical Services Director
• Support CQI, training, and engagement priorities
• Perform other duties as assigned

Clinical Services Manager

Director

• Support implementation of clinical policies, procedures, and best practices across programs
• Coordinate and provide implementation support to Clinical Managers and Supervisors
• Coordinate CQI initiatives, audits, performance improvement projects, and CQI meetings
• Monitor documentation trends, quality indicators, and service delivery patterns to identify improvement needs
• Analyze clinical performance data to identify trends, risks, gaps, and opportunities
• Prepare CQI reports for leadership
• Prepare clinical performance reports, grant reporting, and program evaluation materials
• Track KPIs, quality metrics, engagement metrics, and clinical outcomes
• Develop dashboards and reporting tools supporting decision-making and performance improvement
• Ensure accurate collection, analysis, and presentation of program data
• Coordinate staff wellness, resilience, self-care, recognition, peer support, and post-critical-incident debriefing activities
• Monitor staff wellness and engagement trends and recommend improvements
• Coordinate the monthly Clinical Services Newsletter
• Support planning, implementation, and evaluation of clinical training and continuing education
• Identify system-level training needs through CQI findings, staff feedback, engagement trends, and performance data
• Coordinate leadership-facing training recommendations on wellness, resilience, clinical best practices, trauma-informed care, and crisis intervention
• Support coaching, mentorship, and development pathways for supervisors, managers, and emerging clinical leaders
• Translate Clinical Services Director priorities into coordinated projects, communication plans, CQI activities, reporting routines, and cross-program implementation support
• Participate in leadership meetings, committees, and internal or external workgroups as assigned
• Perform other duties as assigned

Clinical Services Assistant Director

Clinical Coordinator

• Lead service-quality monitoring across all agency programs
• Complete QI reviews for calls, chats, texts, and other interactions using program-specific monitoring tools and forms
• Evaluate at least one interaction per counselor, per modality, each week
• Monitor monthly QI results against the agency’s 70% or higher performance standard
• Provide evaluated-interaction information so supervisors can prepare weekly reports
• Highlight team focus areas, individual specialist performance across agency programs, and team breakdowns by supervisor
• Participate in and conduct weekly internal clinical-team and external program-operational-team calibration meetings
• Collaborate with program teams to identify quality trends, share QI findings, align program expectations, and support consistent practices
• Report QI performance through approved evaluation forms and program-specific reporting processes
• Participate in additional QI processes, including review requests from stakeholders, grantors, and leadership
• Compile and enter information for tracking systems
• Complete and interpret reports as assigned
• Perform other duties as assigned

Clinical Services Quality Improvement Coordinator

• Provide follow-up support, consumer satisfaction outreach, service linkage, and advocacy assistance
• Conduct outbound follow-up calls with individuals referred through assigned agency programs and services
• Assess caller and client needs and connect individuals to appropriate providers
• Complete continued follow-up according to established guidelines
• Maintain accurate documentation of follow-up activity, service outcomes, and client data
• Prepare and submit weekly, monthly, quarterly, and annual reports
• Provide training and guidance on follow-up processes and procedures
• Follow Follow-Up Quality Improvement protocols and support improvement efforts
• Provide additional quality improvement coverage when scheduling or departmental needs require
• Stay informed about research, best practices, and program updates related to suicide prevention, crisis response, information and referral, Tribal services, and other agency programs
• Participate in suicide-prevention committees within and outside HeartLine
• Assist with suicide-prevention presentations as requested
• Advocate at community, state, and national levels to help reduce suicide rates
• Perform other duties as assigned

Clinical Services Follow-Up Coordinator

Supervisor

• Provide leadership, guidance, and operational oversight to Crisis Contact Specialists across the 24/7 988 NBU Suicide and Crisis Lifeline
• Monitor and analyze contact center metrics, including service levels, real-time adherence, forecasting, and staff performance
• Assist with reporting related to program and contract requirements
• Provide direct chat or text service coverage during high-volume periods or when needed to maintain service levels
• Support specialists with crisis de-escalation, emergency interventions, documentation, and complex contacts involving minors or high-risk individuals
• Conduct coaching and feedback sessions to support skill development, performance improvement, and best-practice adherence
• Assist with staff onboarding, training, and professional development
• Participate in quality improvement, performance monitoring, and program data reporting
• Maintain the accuracy of the community resource database
• Support staffing and scheduling, including absence coverage and shift adjustments
• Collaborate with leadership on staffing, training, coaching, and performance concerns
• Assist with community outreach, presentations, and disaster or public health emergency response efforts
• Perform other duties as assigned

Crisis Contact Supervisor

Learning and Development

• Develop, implement, and manage training programs for staff supporting Crisis Services programs
• Design, develop, and update training materials, including manuals, guides, and presentations
• Deliver initial onboarding training for new hires providing chat and text crisis intervention services
• Conduct ongoing training on emerging trends, best practices, and crisis-response updates
• Coordinate and lead role-playing exercises, simulations, and staff skills assessments
• Monitor and evaluate staff performance during and after training
• Gather and analyze trainee feedback to improve the training curriculum
• Collaborate with the Quality Improvement team to identify staff-development needs
• Ensure training programs comply with organizational policies, accreditation standards, and contract requirements
• Maintain accurate training records, including attendance, certification, and completion rates
• Provide regular reports on training outcomes and staff readiness to program leadership
• Identify training needs and tailor programs with supervisors and leadership
• Collaborate with external partners and vendors to integrate additional training resources
• Serve as a subject matter expert on service platforms and provide guidance to staff and leadership
• Perform other duties as assigned

Clinical Services Manager

Clinical Services Assistant Director

Clinical Services Quality Improvement Coordinator

Clinical Services Follow-Up Coordinator

Crisis Contact Supervisor

Clinical Services Training Coordinator