National 988 Program Director

Job Details

Job Location:

Charleston, WV 25311

Position Type:
Full Time

Job Category:
Management

AGENCY AND MISSION

First Choice Services is a 501c3 non-profit organization. First Choice Services provides free support through helplines, behavioral health training, and expert guidance. We connect individuals, families, and communities to real help. We are proud to offer the lived experience of our team to support, encourage, and help others find a pathway to wellness.

The Program Director provides strategic leadership, oversight, and management of the National 988 program and workflow. This position ensures the delivery of high-quality, crisis counseling and intervention services that promote hope, wellness, self-direction, and community integration. The role is responsible for developing operational strategies, ensuring effective service delivery, managing budgets and resources, leading teams, and driving continuous improvement initiatives that support organizational objectives.

The Program Director reports to the Chief Executive Officer (CEO). The position’s direct reports include all National 988 Program staff (Crisis Counselors, Shift Supervisors, Program Coordinators and Assistant Director).

• Develop and implement program strategies aligned with organizational goals.
• Establish annual objectives, performance measures, and key results.
• Advise executive team on operational and strategic matters related to National 988 Program.
• Identify opportunities for innovation, efficiency, and growth.
• Collaborate with Director of Marketing and Communications on media, marketing and outreach.
• Collaborate with FCS Program Directors to enhance interagency efficiencies and client outcomes.

• Oversee daily operations and service delivery.
• Ensure compliance with organizational policies, regulatory requirements, and industry standards.
• Monitor performance metrics and implement corrective actions when necessary.
• Develop and maintain operational procedures and best practices.
• Direct, lead and hold responsibility for all aspects of National 988 program in two locations.

• Prepare and manage departmental budget.
• Monitor expenditures and optimize resource utilization.
• Identify cost-saving opportunities while maintaining service quality.
• Prepare financial and operational reports as needed.

• Recruit, develop, and retain high-performing staff.
• Collaborate with Director of Training and Development to enhance staff performance.
• Provide coaching, mentoring, and performance management.
• Foster a culture of collaboration, accountability, and continuous improvement.
• Lead change management initiatives.
• Meet regularly in-person with teams in Charleston and Fairmont locations.
• Collaborate with Employee Services department to manage team members.

• Build strong relationships with internal and external stakeholders.
• Represent the department in conferences, executive meetings, community forums, and partner engagements.
• Address stakeholder concerns and ensure high levels of satisfaction.
• Meet as needed with national and state partners.

• Adhere to grant stipulated quality standards and performance benchmarks.
• Analyze operational data and trends to improve effectiveness.
• Lead process improvement and organizational excellence initiatives.
• Attend conferences, community meetings and other learning opportunities.

• Master’s Degree in Human Services, Psychology, Counseling, Social Work or Addictions preferred
• Direct or indirect (loved one’s) lived experience with behavioral health, SUD, homelessness, justice involvement or significant life…