Assistant Director of Helpline Operations - 988

In January 1971, Personal Assistance Telephone Help (PATH) commenced its phone assistance services, powered by the dedication of ISU students, faculty, and residents who volunteered their efforts.
Initially focused on offering accurate information and support for students grappling with street drug issues, PATH's mission evolved to address the growing needs of the Illinois State University and the Bloomington-Normal area.
As time progressed, our mission expanded to encompass handling crisis calls, responding to information and referral requests, and providing a secure, confidential space for individuals to converse with well-trained, non-judgmental, and compassionate volunteers.
Although our legal identity remains Personal Assistance Telephone Help, this name no longer encapsulates the diverse range of services we offer.
Breaking free from the confines of phone-only assistance, PATH embarked on introducing programs tailored for specific populations.
In the 1980s, the Board of Directors recognized this transformation, and our Doing Business As (DBA) name PATH, Inc.
aptly reflects our broader mission: Providing Access to Help.
At PATH Inc.
, we don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our employees and the communities we serve.
PATH Inc.
is proud to be an equal opportunity workplace and is an affirmative action employer.
All aspects of employment including the decision to hire, promote, discipline, or discharge, are based on merit, competence, performance, and business needs, without regard to race, sex or gender identity, mental or physical disability, religion, age, national origin or ethnicity, sexual orientation, marital status, HIV status, veteran status, or parental (or pregnancy) status.
Position Overview: The Assistant Director of Helpline Operations - 988 is a pivotal role within PATH, Inc.
, responsible for providing operational support and leadership under the direction of the Director of Helpline Operations.
This position plays a critical role in ensuring the smooth and efficient delivery of services to our callers, while also contributing to the strategic vision and growth of the helpline.
The Assistant Director will collaborate closely with the Director to oversee day-to-day operations, manage staff, and drive initiatives aimed at enhancing the impact and effectiveness of the helpline.
Key Responsibilities: Operational Support: Work closely with the Director of Helpline Operations to implement strategic initiatives and operational plans aligned with organizational goals.
Oversee the day-to-day functioning of the 988 helpline, ensuring that services are delivered efficiently and effectively.
Provide guidance and support to helpline staff, including training, coaching, and supervision, to maintain high-quality service delivery.
Staff Management Provide supervision to 988 helpline staff, which includes overseeing scheduling, conducting performance evaluations, and facilitating professional development, in close collaboration with the Director.
Cultivate a positive and inclusive work environment that fosters teamwork, collaboration, and a dedication to delivering excellent service.
Directly supervise 988 Managers, 988 Trainers, and 988 Quality Assurance Clinicians to ensure smooth operations and adherence to standards.
Quality Assurance Monitor and analyze 988 performance metrics to assess the effectiveness of helpline operations and identify areas for improvement.
Work with the Director to implement quality assurance measures and best practices to enhance service delivery and caller satisfaction.
Program Support Assist in the development and implementation of new programs and initiatives aimed at expanding the reach and impact of the helpline.
Collaborate with internal and external stakeholders to address emerging needs and trends in the field of 988 helpline services.
Grant Management Support the Director in grant writing and reporting activities related to 988 helpline operations, ensuring compliance with grant requirements and deadlines.
Budget Oversight Assist in the development and management of the 988 helpline budget, including monitoring expenditures and identifying cost-saving opportunities.
Reporting Prepare regular reports on helpline activities, outcomes, and performance indicators for internal and external stakeholders.
Stakeholder Engagement Represent the organization at meetings, conferences, and events related to helpline services, fostering partnerships and collaboration with other agencies and organizations.
Serve as a liaison between the 988 helpline and external stakeholders, including government agencies, funders, and community partners.
Adaptability Undertake additional responsibilities and tasks as assigned by the Director to support the overall success and effectiveness of the 988 helpline.
Qualifications Master's degree in a relevant field required (e.
g.
, Social Work, Psychology, Counseling).
Must meet criteria to be a Qualified Mental Health Professional in Illinois (see below).
Clinical licensure (e.
g.
, LCSW, LPC, LCPC, LMFT) is highly preferred.
Demonstrated understanding of helpline operations, crisis intervention, and supportive services.
Proven experience in program development, grant management, and reporting.
Strong leadership, communication, and interpersonal skills.
Ability to work effectively in a fast-paced environment and manage multiple priorities.
Commitment to equity, diversity, and inclusion.
Knowledge of statewide and federal policies and initiatives related to helpline services is desirable.
Certification or training in crisis intervention or counseling is a plus.
Schedule: Monday - Friday, 8:30 AM - 4:30 PM As needed to fulfill director-level responsibilities, which may require occasional overtime and flexibility in scheduling.
This position is exempt from overtime pay in accordance with applicable labor laws.
Benefits: Paid time off Personal wellness days Paid sick leave Health insurance (Employer paid) Dental insurance (Employer paid) Life insurance Vision insurance 401(k) Qualified Mental Health Professional (QMHP) One of the following: A licensed social worker (LSW) possessing at least a master's degree in social work and licensed under the Clinical Social Work and Social Work Practice Act [225 ILCS 20] with specialized training in mental health services or with at least 2 years experience in mental health services; A licensed professional counselor possessing at least a master's degree and licensed under the Professional Counselor and Clinical Professional Counselor Licensing Act [225 ILCS 107] with specialized training in mental health services or with at least two years experience in mental health services; An individual possessing at least a master's degree in counseling and guidance, rehabilitation counseling, social work, vocational counseling, psychology, pastoral counseling, or family therapy or related field, who has successfully completed a practicum or internship that included a minimum of 1,000 hours of supervised direct service, or who has one year of clinical experience under the supervision of a QMHP.