988 Colorado Crisis Line (CCL) - Program Manager

State of Colorado; Denver (CO); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Colorado Department of Human Services (CDHS) seeks a Program Manager for the 988 Colorado Mental Health Line to lead the program team, oversee contract performance, QA, data, and stakeholder engagement, and ensure alignment with enterprise priorities.

You will supervise three grant-funded FTEs, coordinate with the 988 Director, manage vendor relationships, improve crisis services, promote interoperability with 911, and guide statewide outreach while maintaining compliance and operational

Job description

Please note: This recruitment may be used to fill multiple vacancies.

This position is open to current Colorado residents only.

Hybrid (travel within state) position, 1 day per month in the office. Please note: These working arrangements are subject to change.

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CDHSCareers

The 988 Colorado Mental Health Line, organizationally located within the Behavioral Health Administration’s Adult and Youth Program Division, serves as Colorado’s primary front door to immediate behavioral health crisis services. Established pursuant to federal law and state statute, including SB21-154 and SB25-236, 988 operates as a TABOR-defined Enterprise governed by the 988 Enterprise Board and administered by the Behavioral Health Administration. The 988 Colorado Mental Health Line provides Coloradans with 24/7 access to crisis support through call, text, and chat and coordinates connections to additional crisis services when needed. The 988 Enterprise oversees statewide 988 infrastructure and operations, contract performance, quality and compliance, data and evaluation, 988/911 interoperability, public awareness, and coordination with local, regional, state, and national partners. This work supports the development of a high-functioning crisis response system that connects Coloradans quickly and effectively to the appropriate level of care.

The 988 Program Manager serves as the day-to-day operational leader of the 988 Program Team and works under the direction of the 988 Director to translate the strategic priorities of the 988 Enterprise into operational implementation. The position directly supervises the Quality Assurance Administrator, 988/911 Interoperability Administrator, and Data Administrator and is accountable for coordinating work across these functional areas. The Program Manager provides management-level oversight of contact center performance and vendor operations, quality assurance and compliance, data and performance measurement, 988/911 interoperability, stakeholder engagement, and other initiatives designed to strengthen Colorado’s crisis response system.

A significant responsibility of the Program Manager is representing the 988 program and coordinating program-level participation in statewide marketing, public awareness, stakeholder engagement, and community outreach activities. Working closely with the 988 Marketing & Communications Manager and Communications Team, the Program Manager ensures that marketing and outreach efforts are informed by program operations, data, policy, system priorities, and the needs of Colorado communities. The Program Manager serves as a visible representative of 988 with behavioral health providers, public safety agencies and Public Safety Answering Points, healthcare organizations, schools, local and state government, tribal communities, community organizations, and other partners. The position also coordinates participation by Program Team staff when subject matter expertise or program representation is needed.

The Program Manager is expected to exercise sound independent judgment within established authority while maintaining consistent and proactive communication with the 988 Director. The position is responsible for identifying operational risks, barriers, performance concerns, and emerging issues; taking appropriate action within the scope of the position’s authority; and elevating matters requiring Director, executive leadership, or Enterprise Board direction. The Program Manager is accountable for reliable execution and follow-through on commitments, maintaining continuity of operations when priorities or circumstances change, and ensuring that the Director is appropriately informed of significant operational developments.

The Program Manager provides direct leadership and accountability for the Program Team by establishing clear expectations and priorities, assigning and coordinating work, monitoring performance and deliverables, addressing barriers and performance concerns, and ensuring staff activities remain aligned with Enterprise priorities. The position is responsible for building a collaborative, accountable, and high-performing team in which employees understand their responsibilities, communicate effectively, meet commitments, and have the support and direction necessary to successfully perform their work.

A central function of this position is operational oversight and continuous monitoring of the statewide 988 contact center contract and other programmatic vendor relationships. The Program Manager monitors vendor performance against contractual requirements, established performance measures, national standards, and Enterprise expectations; identifies areas of noncompliance or performance concern; coordinates performance improvement and corrective action efforts; and makes recommendations to the 988 Director regarding significant vendor or contractual issues. The position works closely with the 988 Finance Team on invoices, contract amendments, procurement activities, grant requirements, and other fiscal and contractual matters to ensure that programmatic and financial oversight remain aligned.

The Program Manager provides operational and technical leadership in the development and implementation of policies, procedures, protocols, and program improvements related to 988 and Colorado’s crisis response system. The position maintains current knowledge of national standards, emerging practices, and developments affecting 988 and crisis services and uses data, quality findings, stakeholder input, and operational experience to identify and recommend opportunities for improvement.

At the direction of the 988 Director, the Program Manager represents the 988 Colorado Mental Health Line and 988 Enterprise Board on internal, external, interagency, and statewide groups and committees. The position works collaboratively with contractors, governmental partners, behavioral health providers, public safety partners, community organizations, and other stakeholders to strengthen coordination across the crisis continuum, improve connections to appropriate care, and reduce unnecessary reliance on emergency departments, law enforcement, psychiatric hospitalization, and other higher-acuity interventions when a behavioral health crisis response is appropriate.

Job duties:

Oversight and Contract Management

The 988 Program Manager works in coordination with the 988 Director to manage day-to-day program operations, with primary responsibility for oversight and continuous monitoring of the statewide 988 contact center contract and other programmatic vendor relationships. The position ensures contractual compliance, service quality, and vendor accountability and proactively identifies and addresses operational or performance concerns.

The Program Manager directly supervises the Quality Assurance Administrator, 988/911 Interoperability Administrator, and Data Administrator and coordinates work across these functions to support effective program oversight and continuous improvement.

Key functions include:

• Working with the 988 Director and 988 Enterprise Board to ensure that program development aligns with legislative intent.
• Leading the drafting, updating, and monitoring of contract statements of work, including collaborating on contract amendments and procurement processes.
• Making day-to-day budget-related decisions, including invoice review and programmatic approval, in collaboration with the 988 Contracts Administrator.
• Participating in monthly data review and reconciliation with the contracted data and evaluation vendor, contact center vendor, other 988 contractors, and the National 988 Lifeline Administrator/SAMHSA.
• Serving as the primary point of contact for complaints related to the 988 line, ensuring timely investigation, resolution, and documentation, and developing performance improvement plans as needed.
• Determining whether corrective or contracting actions should be pursued based on non-compliance, in coordination with the 988 Director, 988 Enterprise Board and the BHA.
• Exercising appropriate independent judgement to resolve operational issues within delegated authority while promptly communication significant risks, performance concerns, or matters requiring higher-level decisions to the 988 Director.

Stakeholder Training and Interactions

This manager-level position works in close coordination with the 988 Director to lead and support stakeholder engagement, training, and outreach activities that advance the operational and strategic goals of the 988 program. The position serves as a key point of contact with stakeholders who have interest or responsibility for services and service outcomes in the behavioral health crisis system, including state and local agencies, internal BHA committees, external stakeholder commissions, and the 988 Enterprise Board.

The position actively participates in and contributes to workgroups, committees, and training initiatives, representing the interests of the 988 program and the broader behavioral health system. A significant portion of this role is dedicated to planning, coordinating, and attending community outreach activities in collaboration with the Marketing & Outreach Specialist, ensuring strong visibility of 988 services across the state. Outreach venues include law enforcement agencies, the Colorado Department of Education, first responders, tribal communities, county health alliances, and other priority partners.

The position identifies and engages statewide and regional organizations that are unfamiliar with or under-utilizing 988 and crisis services, building connections to promote utilization and integration into local response systems.

• Representing 988 on internal and external committees, workgroups, trainings, conferences, community events, and stakeholder meetings.
• Identifying and developing partnerships that strengthen awareness, utilization, and integration of 988 within local and statewide crisis response systems.
• Coordinating Program Team participation in stakeholder engagement, training, and outreach activities based on subject matter expertise and program priorities.
• Preparing and coordinating program-level materials and updates for the 988 Enterprise Board and other key stakeholders.
• Evaluating and recommending improvements to policies, procedures, training, and stakeholder engagement strategies.
• Leading and supporting statewide 988/911 interoperability efforts in partnership with Public Safety Answering Points, the 988 contact center provider, BHA, and other system partners.

988/Colorado Crisis Line (CCL) Promotion/Public Awareness

This manager-level position works in close coordination with the 988 Director and the Marketing & Outreach Specialist to plan, coordinate, and execute strategies for promoting 988 in ways that are relevant, accessible, and impactful for diverse communities across Colorado. The goal is to increase awareness and utilization of 988 services while ensuring messaging is accurate, culturally responsive, and aligned with program priorities.

The position collaborates with the BHA Communications team to shape messaging based on stakeholder feedback, outreach data, and emerging needs in the behavioral health system. It also serves as a visible representative of the 988 program in public forums, conferences, community events, and media engagements.

Team Lead and Mentoring of Grant-Funded FTE's Related to 988

This manager-level position provides direct supervision, leadership, and accountability for three professional staff within the 988 Program Team: the Quality Assurance Administrator, 988/911 Interoperability Administrator, and Data Administrator. The Program Manager establishes clear expectations and priorities, coordinates work across these functional areas, monitors performance and deliverables, addresses barriers and performance concerns, and ensures the team's work aligns with the strategic and operational priorities of the 988 Colorado Mental Health Line and 988 Enterprise Board.

The position is responsible for hiring, onboarding, training, performance management, coaching, workload distribution, and professional development of assigned staff. The Program Manager is expected to maintain appropriate oversight of team activities, ensure timely completion of assigned work, proactively communicate significant operational issues or risks to the 988 Director, and promote accountability, collaboration, and consistent follow-through across the Program Team.

Other Duties as Assigned:

This position may be called upon to perform tasks or undertake special assignments or projects deemed necessary by BHA or 988 Enterprise Board, but not specifically referenced in the above duties.

Experience and/or Education:

Eight years of relevant experience in a field related to program management, behavioral health administration, or crisis response operations; or an equivalent combination of education and experience totaling eight years.

Preferred Experience Areas:

Behavioral health or human service program management, crisis system operations, contract oversight, policy development, vendor management, and team supervision in a statewide or enterprise-level setting.

Preferred Degree Areas:

Behavioral Health, Psychology, Public Administration, Social Work, Emergency Management, Public Health, or related fields.

Preferred Qualifications and Essential Competencies:

• Strategic program management and operational leadership in behavioral health, crisis response systems, or human services.
• Contract oversight, vendor relations, and quality assurance skills.
• Understanding of 988/911 interoperability and national crisis line standards.
• Policy development, data-driven decision making, and continuous improvement mindset.
• Excellent communication and stakeholder engagement skills with diverse communities.
• Supervisory experience with emphasis on coaching, performance management, and cross-functional coordination.
• Knowledge of SAMHSA grants, federal reporting requirements, and behavioral health funding mechanisms.

• Program and operational leadership: Demonstrated experience managing complex behavioral health, crisis response, human services, healthcare, public-sector, or similarly complex programs, including translating strategic priorities into operational implementation.
• Contract and vendor oversight: Experience overseeing contracts, vendors, deliverables, performance expectations, and accountability within a complex service-delivery environment.
• Crisis-system coordination and interoperability: Knowledge of behavioral health crisis systems, including coordination among crisis contact centers, 911/public safety answering points, mobile crisis response, emergency services, and community-based behavioral health providers.
• Quality assurance and performance improvement: Experience using performance measures, data, quality assurance processes, and evaluation findings to identify problems, improve services, and support organizational decision-making.
• Policy and regulatory implementation: Ability to interpret and operationalize statutes, regulations, policies, contractual requirements, and state or federal program standards.
• Stakeholder engagement and collaboration: Demonstrated ability to build productive relationships and achieve shared outcomes across government agencies, contractors, community organizations, advocacy partners, public safety, healthcare, and other diverse stakeholders.
• Supervision and team leadership: Demonstrated experience supervising professional staff, establishing expectations, coaching employees, managing performance, delegating responsibility, and building accountability within a team.
• Federal grants and public funding: Knowledge or experience related to federal grants, grant deliverables, reporting requirements, public-sector funding, or comparable fiscal and program accountability requirements.
• Executive communication and judgment: Ability to communicate complex operational issues clearly to executive leadership and other stakeholders and exercise sound judgment when navigating competing priorities, ambiguity, and time-sensitive decisions.

Conditions of Employment:

• [Standard/full] background check and reference check required
• This position requires State of Colorado residency at the time of application (unless otherwise identified in the posting), and residency within the state throughout the duration of employment in this position.
• Motor Vehicle Check , if the employee will drive a state-owned vehicle, either in an on-going capacity while performing their normal day‑day job duties OR on occasion for training/meetings/client visits/etc.
• Must possess a valid, non-restricted Colorado Driver’s License or an non-restricted U.S. Driver's License for positions within 30 miles of the CO state border
• Out-of-State Driver’s License holders must obtain a valid, non-restricted Colorado Driver’s License within 30 days of employment start date.
• Other Conditions of Employment specific to Program
• Former State employees who were disciplinarily terminated or resigned in lieu of termination must:

1. Disclose that information on the application.
2. Explain why the prior termination or resignation should not disqualify you from the current position.
3. Provide your employee number from your prior State employment. Absent extraordinary circumstances, prior disciplinary termination or resignation in lieu of termination and failure to provide this information will disqualify the applicant from future State employment with CDHS.

Appeal Rights

You may file an appeal with the State Personnel Board or request a review by the State Personnel Director if your application is eliminated. You will find the appeals process, the official appeal form, and how to deliver it on the State Personnel Board website.

• You or your representative must sign and submit the official appeal form for review.
• You can find the official appeal form here.
• You must be deliver the official appeal form to the State Personnel Board:
• By email ([e-mail]), or
• Postmarked in US Mail to(1525 Sherman Street, 4th Floor, Denver CO 80203, or
• Hand delivered (1525 Sherman Street, 4th Floor, Denver CO 80203), or
• Faxed (303.866.5038) within ten (10) calendar days from your receipt of notice or acknowledgement of the department’s action.

Contact the State Personnel Board for assistance:

• At [phone], or
• Refer to the Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director's Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, within the Rules webpage.

About Us & Benefits

If your goal is to build a career that makes a difference, join the dedicated people of the Colorado Department of Human Services (CDHS). Our professionals strive to design and deliver high quality human and health services that improve the safety, independence, and well-being of the people of Colorado. Each of us is committed to contributing to a safe and accessible CDHS. In addition to a great location and rewarding and meaningful work, we offer:

• Strong, secure, yet flexible retirement benefits including a PERA Defined Benefit Plan or PERA Defined Contribution Plan plus 401(k) and 457 plans
• Medical and dental health plans
• Employer supplemented Health Savings Account
• Paid life insurance
• Short- and long-term disability coverage
• 11 paid holidays per year plus vacation and sick leave
• State of Colorado Employee BenefitHub Resource Center
• Employee Wellness program
• Excellent work-life programs, such as flexible schedules, training and more
• Remote work arrangements for eligible positions
• *Some positions may qualify for the Public Service Loan Forgiveness Program.

Our Values

• We believe in a people-first approach: We prioritize the needs, well-being, and dignity of the individuals, families and communities we serve. We commit to respect, fairness and access in every decision, policy and interaction. We engage client voices and experiences in the development and implementation of the services we provide.
• Balance creates quality of life: We want our team to be resilient through a supportive workplace that values flexibility, health and wellness, and employee engagement.
• We hold ourselves accountable: We take responsibility through our actions, programs, and results for the state of health and human services in Colorado.
• Transparency matters: We are open and honest with employees, our partners, the Coloradans we serve, and the public.
• We are ethical: We abide by what is best for those we serve by doing what is right, not what is easy.
• Collaboration helps us rise together: We work together with all partners, employees, and clients to achieve the best outcomes for Coloradans.

ADA Accommodations

CDHS is committed to a Colorado for ALL qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment.

This includes completing the application process, interviewing, completing any pre‑employment testing, participating in the employee selection process, and/or performing essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to [e-mail].

EEO Statement

The State of Colorado is an equal opportunity employer

We are committed to increasing a “Colorado for ALL” of our staff and providing culturally responsive programs and services. Therefore, we encourage responses from people of all backgrounds and abilities. The State of Colorado believes that a “Colorado for ALL” drives our success, and we encourage candidates from all identities, backgrounds, and abilities to apply. The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law.

Additional Support For Your Application

Toll Free Applicant Technical Support

If you experience technical difficulty with the NEOGOV system (e.g. uploading or attaching documents to your online application) call NEOGOV technical support at 855-524-5627 Mon-Fri between 6 am and 6 pm (Pacific Time). Helpful hints: if you are having difficulty uploading or attaching documents to your application 1) ensure your documents are PDF or Microsoft Word files and 2) close the document before you attempt to upload (attach) it.

Toll Free Applicant Technical Support