Assistant Program Director, Crisis Line Operations

Assistant Program Director, Crisis Line Operations (Olympic)
This is a hybrid position based in Century City, CA. You have the option to elect into a 9/80 flex work schedule.

The pay range for this role is $77,583 - $89,220 annually.

About Didi Hirsch

Didi Hirsch Mental Health Services has been a national leader in whole-person mental health, crisis care, and substance use services since 1942 and is home to the nation's first Suicide Prevention Center. We are a nonprofit organization providing care to about 270,000 people annually across our programs. Didi Hirsch has deep roots in community-based mental health and a commitment to providing culturally responsive services that are just and equitable. More than 1,000 dedicated employees and volunteers make Didi Hirsch's work possible.

Summary

As an Assistant Program Director, Crisis Line Operations, you will partner with the Director, Crisis Line Operations to manage and lead the Crisis Line Operations team. This role requires overseeing daily operations, initiating program initiatives including expansion of crisis referral resources and supporting cross departmental hiring initiatives, -and ensuring the implementation of policies and procedures to deliver high-quality services. You will support the Director by fostering a collaborative team environment, addressing challenges, and driving performance to achieve organizational objectives. Additionally, you will play a pivotal role in staff training, development, and ensuring compliance with operational standards.

Primary Duties

• Provides leadership to Operations staff ensuring clear communication of all initiatives, projects and deadlines.
• Maintains a pulse on the departmental goals, ensuring direct reports are meeting or exceeding contractual performance goals and ensure timely and accurate summary reporting to Director, Senior Director and, as requested, other senior leadership regarding department status, successes and challenges.
• Attends, participates, leads and/or facilitates routinely scheduled meetings as requested or required for the program, division, or Agency.
• Oversees an initiative and related staff to significantly expand and modernize resource listings Didi Hirsh's 988 counselors access when needing to provide referrals to help seekers.
• Oversees an initiative and related staff to improve cross-departmental communication, tracking and efficiencies related to new counselor and support staff hiring.
• Interfaces with related community agencies, attends meetings as scheduled and/or needed to include: regional Suicide Prevention Coalition meetings, state and National funding meetings, KPI meetings, and infrastructure meetings.

Management Duties

• Coaches staff in the development of their work plans, their assigned duties, responsibilities, and scope of authority.
• Completes management related documentation such as timekeeping records, performance evaluations of direct reports in a timely manner.
• Effectively holds staff accountable for meeting contractual requirements through frequent and regular feedback during administrative supervision sessions held on at least a monthly basis.
• Performs managerial duties to include interviewing applicants for employment; assigning and reviewing progress of assignments; conducting performance appraisals; recommending salary increases; and developing higher levels of expertise in staff members by encouraging further education, participation in seminars and providing learning opportunities within program mental health and/or substance abuse services.
• Assists the Director and Senior Director of Crisis Line Operations in the design and roll out of ongoing departmental expansion, including assuming additional leadership responsibilities as necessary when crisis line contracts evolve.

Program Quality, Compliance and Reporting

• Collaborates with Didi Hirsch's Suicide Prevention Center's (SPC) clinical department to ensure support is in place that help the clinical department meet their contractual requirements.
• In collaboration with Didi Hirsch's Research and Evaluation team, serves as primary point of contact for various contract providers (Vibrant Emotional Health, Advocates for Human Potential, Los Angeles Department of Mental Health, Orange County, etc.), for tracking and reporting deliverables including, but not limited to: KPIs, staffing reports, resource utilization, program accomplishments and tracking overall contract compliance.
• Measures monthly, quarterly, and annual progress against plans and stated SMART goals.
• Ensures all administrative documentation is accurate and submitted within the established timeframe; gathers and analyzes information and prepares reports

Financial Duties

• Participates and supports the tracking of budgets by contract and responsible for alerting leadership of discrepancies and/or shortfalls.

Position Requirements

• Minimum of a Bachelor's Degree and 3 years of operations and managerial experience OR, in lieu of a Bachelor's Degree, a minimum 7 years of operations and managerial experience.
• Demonstrated effective leadership and management skills; experienced in effectively leading multidisciplinary teams.
• Present ideas, information, and viewpoints clearly, both verbally and in writing.
• Demonstrated project management skills including planning, developing timelines and implementation of projects.
• Ability to lead with a smile, empathy and stay true to our mission.
• Efficiently use the personal computer including word processing, spreadsheets, and other related software programs.
• Manage employee performance consistent with defined Didi Hirsch processes.
• Utilize analysis, experience, and judgment to make solid business and therapeutic decisions.
• Demonstrate commitment to team objectives and Didi Hirsch philosophies.
• Adapt to changing needs by acquiring new skills and knowledge.
• Know and comply with Agency policies and procedures, HIPAA, DMH policies and documentation guidelines, and other state, federal regulations relating to quality assurance and improvement.

Our Vision

A future where everyone has equitable access to care and is empowered to achieve optimal mental health and well-being.

Our Mission

Didi Hirsch provides compassionate mental health, substance use, and suicide prevention services to individuals and families, especially in communities where discrimination and injustice limit access.

CORE VALUES

Excellence: We are constantly innovating, learning from the communities we serve, and applying the latest research to advance best practices. We uphold the highest ethical standards to ensure we are providing compassionate and excellent care.
Diversity & Inclusion: We value diversity of background, experience, and ideas, committing to a workforce representative of the communities we serve. We celebrate differences and prioritize creating a sense of belonging.
Equity: We are dedicated to maintaining equitable practices in our healthcare delivery and workplace culture, and we work to dismantle disparities and discrimination within both systems of care and society.
Well Being: We are devoted to the well-being of our staff, volunteers, and communities, and believe healthy teams lead to healthy clients.
Advocacy: We advocate across all levels of government and use our voice to reduce barriers to care, including stigma, systemic racism, and parity across payers, with the goal of access to high quality, integrated healthcare for all.
Community Engagement: We build partnerships in the community and across sectors to create a more inclusive and responsive mental health ecosystem and enhance greater accessibility to care and support.

#LI-LR1 #LI-Hybrid

Bachelors (preferred)

3 - 7 years: Minimum of a Bachelor's Degree and 3 years of managerial experience or in lieu of a completed degree, an additional 4 years of managerial experience is required.
Demonstrated effective leadership and management skills; experienced in effectively leading multidisciplinary teams.
Demonstrated project management skills including planning, developing timelines and implementation of projects. (required)