As a patient-focused organization, University of Utah Health exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. University of Utah Health seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, diversity, integrity, quality and trust that are integral to our mission. EO/AA

The 988/Crisis Line/Warm Line Manager will provide administrative support and operational oversight to ensure consistency in 24/7 patient care, policies and procedures, and workplace culture for the dedicated service line supervisors and frontline staff. This leadership position will partner with community, state, and national organizations to support the integrated crisis services program. This role will oversee the 988 chat & text program, Utah Crisis Line, and Utah Warm Line.

Corporate Overview: The University of Utah is a Level 1 Trauma Center and is nationally ranked and recognized for our academic research, quality standards and overall patient experience. Our five hospitals and eleven clinics provide excellence in our comprehensive services, medical advancement, and overall patient outcomes.

Job Specific Responsibilities and Accountabilities

• Performs to required standards for job specific responsibilities and technical competencies.

Talent Management

• Hiring, training, developing, and communicating with staff.

Financial Management

• Responsible for developing, monitoring and achieving budget goals.
• Manages labor and non-labor expenses to budget or flex budget.
• Manages revenue to budget to maximize potential revenue.
• Monitoring budgets and addressing variances
• Actively engaging with stakeholders on ongoing needs

EPE/Service

• Responsible for patient satisfaction scores within assigned area(s).
• Responsible for upholding PROMISE standards of direct reports and team members.

Quality

• Responsible to achieve quality goals for assigned area(s).
• Manages and promotes continuous process improvements in assigned area(s).

Performance Management

• Strategic growth of 988 chat/text program
• Growth and retention of Certified Crisis Workers (988/Crisis Line) and Certified Peer Support Specialists (Warm Line)
• Support for ongoing training and education
• Aligning staffing to volumes to support day to day operations
• Managing a team of behavioral health supervisors
• Responsible to provide staff feedback on performance, including on-time appraisals and coaching.
• Responsible to deal with conflicts in a proactive manner and to reach resolution in a timely manner.

Building Relationships

• Forms positive relationships with staff, peers, and senior leadership to support the mission, vision, values, and performance standards of the organization.
• Actively engages staff with updates and news as well as involving staff in decisions and work teams. Provides feedback and recognition when appropriate.

Stakeholder Engagement

• Engaging with community partners, state representatives, national representatives, and internal stakeholders to foster open communication, shared goals and initiatives, and increased awareness of the program.

Safety and Regulation

• Maintaining accreditation of services
• Collaborating with the quality improvement and training team members to monitor and update policies, procedures, and workflows as regulations change or adapt.

Knowledge / Skills / Abilities

• Ability to perform the essential functions of the job as outlined above.

• Demonstrated leadership skills in planning, and directing employees and processes, in order to effectively monitor and develop subordinates, to ensure the smooth operation of the department.

• Knowledge of assigned department's area of specialization in order to analyze, plan, and draw conclusions for recommendations to superiors.

Qualifications

Required

• Bachelor’s degree in a related field, or the equivalency.
• Four years of progressively more responsible leadership experience.

Preferred

• Master's degree in a related field, or the equivalency.
• One year of experience in a supervisory capacity.

Working Conditions and Physical Demands

Employee must be able to meet the following requirements with or without an accommodation.

• This is a sedentary position in an office setting that may exert up to 10 pounds and may lift, carry, push, pull, or otherwise move objects. This position involves sitting most of the time and is not exposed to adverse environmental conditions.