Manager, Management

Office

Location:

224 W. Hill St. Suite 401, Chicago IL; currently a full remote position (subject to change).

Background:

Guided by the experiences of those living with mental health conditions and rooted in equity, NAMI Chicago educates to fight stigma and discrimination, fiercely advocates for our community, and shares hope, connection and expertise with people on their mental health journey. NAMI Chicago seeks to fill gaps in Chicago's mental health system, with an intentional emphasis on serving underrepresented populations and breaking down barriers to care.

Who We Are:

• An employer who prioritizes your wellness
• An employer who supports your growth
• An employer who sees and acknowledges all of you
• An employer who educates and advocates for mental health while sharing hope with those on their mental health journey or supporting individuals on their mental health journey.

Who We Are Looking For:

The 988 Clinical Manager contributes to NAMI Chicago’s overall mission by supporting the Senior Manager in managing the quality of care that the 988 team provides to ensure that callers receive appropriate crisis support and linkage to services. The NAMI 988 Call Center provides immediate crisis support such as safety planning, emotional regulation and linkage to higher levels of care as needed.

The 988 Clinical Manager’s primary responsibility is to engage in day-to-day management of team functions and evaluate 988 performance to maintain a high quality of service through scheduling, supervision and quality assurance. The Clinical Manager uses data and feedback to address performance trends, strengthen operational effectiveness, and ensure consistent adherence to service protocols and clinical best practices. This role also supports supervisors in navigating complex situations and escalations while fostering a supportive environment that prioritizes staff development, accountability, and wellness.

The ideal candidate will have a master’s degree in psychology, counseling, social work or a related field. They will also preferably have a CACD, or an LCSW or LCPC with equivalent clinical experience related to substance use. A CRSS or CPRS certification is welcomed. The candidate will also have experience in a supervisory role in the mental health field as well as an ability to connect with callers in crises and provide a source of encouragement and hope.

Essential Functions & Responsibilities:

988 Team
Leadership & Supervision:

• Provide day-to-day supervision of the NAMI Chicago 988 Call Center team including assigning tasks to supervisors and team members as appropriate and providing in-the-moment coaching and problem solving.
• Provide direct supervision to supervisors including performance management, goal setting and expectations, and coaching in management/supervisory skills.
• Support supervisors in addressing performance concerns, staff development needs, and day-to-day operational challenges.
• Provide auxiliary operations support to the other Crisis & Support Operations teams; provide direct oversight of the Outbound 988/Helpline sub-program.
• Foster a supportive, equitable, and accountable team culture through consistent communication, feedback, and performance management.
• Cultivate a culture of wellness for the 988 team. Support crisis counselors in understanding and accessing wellness supports. Adhere to the organization’s wellness policies
• Support the Senior Manager in implementing program-wide goals, priorities, and performance expectations across the 988 team.
• Collaborate with the Senior Manager and Training Manager to identify performance gaps, inform training priorities, and support continuous improvement across the 988 team.

Operations and Staffing:

• Primary management of the 988 schedules, including the…