ASSISTANT CRISIS DIVISION MANAGER

Town of Chapel Hill; Chapel Hill (NC); On-site; USD 70,000 - 100,000; Full time

Job summary

The Town of Chapel Hill is seeking an Assistant Crisis Division Manager to provide leadership and operational oversight for the Crisis Division within the Chapel Hill Police Department. You will supervise staff, coordinate 24-hour crisis response, and align co-response and alternative response programs to deliver high-quality service.

As a working supervisor, you will engage in field-based crisis response, coach personnel, manage on-call rotations, and partner with community resources to ensure

Qualifications

• Master's degree in social work, psychology, counseling, or related field.
• Licensed or license-eligible: LCMHC or LCSW preferred.
• At least five years in social/human services with crisis work and two years supervisory experience.
• Experience in law enforcement or public safety settings preferred.

Responsibilities

• Provide division-wide operational oversight for Crisis Division staff.
• Act as second-in-command and ensure continuity of operations.
• Oversee 24-hour crisis coverage, scheduling, and on-call coordination.
• Coach, supervise, and support staff; provide performance feedback.
• Coordinate with patrol, investigations, and community partners.
• Participate in staff training and program evaluation.
• Represent Crisis Division at community events.

Skills

Crisis intervention

Leadership

Communication

Multitasking

Staff coaching

Education

Master's degree in social work

Licensed or license-eligible (LCMHC, LCSW)

Tools

Word processing software

Databases

Microsoft Office

Job description

This position serves as a key member of the Crisis Division’s leadership structure, supporting the Crisis Division Manager by providing division wide operational oversight, guidance, and coordination for all Crisis Team personnel. This role helps ensure high-quality service delivery, consistent coverage, and effective alignment across both co-response and alternative response operations within the Chapel Hill Police Department’s Crisis Division.

As a working supervisor, the Assistant Crisis Division Manager engages directly in field-based crisis response, offering real-time support to community members experiencing behavioral health emergencies and coaching staff during complex or high risk situations. The position promotes a trauma-informed, person-centered approach and acts as a critical bridge between frontline staff and division leadership, strengthening communication, enhancing operational effectiveness, and supporting staff well-being.

This position requires a high degree of flexibility, including availability to work nights and weekends as operational needs arise.

• Serve as second-in-command for the division, acting on behalf of the Crisis Division Manager when needed and ensuring continuity of operations.
• Provide daily operational oversight for Crisis Division staff across both co-response and alternative response programs.
• Oversee shift operations to ensure appropriate coverage for 24-hour crisis response, including scheduling, shift adjustments, and coordination of on-call assignments.
• Conduct regular check-ins, provide coaching and mentoring, and support staff in managing complex or high-stress situations.
• Monitor workflow, response activity, and case distribution to maintain balanced workloads and efficient use of resources.
• Coordinate response efforts among co-responders, alternative responders, patrol supervisors, and other units.
• Contribute to performance evaluations by providing direct feedback on staff performance and professional development needs.
• Support new staff onboarding and field training, ensuring consistent understanding of policies, procedures, and best practices.
• Model and guide staff through crisis intervention strategies, safety assessments, and collaborative problem-solving.
• Respond in person or remotely to behavioral health crises, providing immediate support, de-escalation, and linkage to community resources.
• Provide follow-up contact and coordination with community partners to ensure continuity of care for individuals served.
• Serve as the on-site or on-call supervisor during assigned shifts, providing decision-making and operational support as needed.
• Strengthen collaboration with internal department partners, including patrol, investigations, communications, and leadership.
• Maintain relationships with community partners, behavioral health providers, and external agencies to support coordinated crisis response.
• Communicate shift updates, incidents, and staffing needs to the Crisis Division Manager and other relevant leadership.
• Monitor and review documentation to ensure timely, accurate, and professional record-keeping and adherence to best practices.
• Support the implementation of division protocols, policies, and workflows to maintain quality standards and operational consistency.
• Participate in staff training and professional development, both as a participant and as a trainer.
• Assist with the development and facilitation of internal and external trainings related to crisis response, behavioral health, and trauma-informed care.
• Represent the Crisis Division at community events, meetings, or collaborative initiatives when designated.
• Promote staff well-being and a supportive work environment by proactively addressing operational and workflow challenges, and by supporting peer and staff wellness initiatives across the department.
• Participate in data collection and reporting related to crisis calls, outcomes, and service delivery metrics.
• Assist the Division Manager with program evaluation, performance metrics, and data driven decision making.
• Provide feedback on operational challenges, resource needs, and program improvement opportunities.
• Support strategic planning, grant activities, and long-term development of crisis response programs.
• Ensure division compliance with legal, ethical, and departmental standards.
• Complete Negotiator Certification and serve as an active member of the department’s negotiation team.
• Work on call as a part of the crisis team rotation.
• Perform other duties as required.

An equivalent combination of education and experience that would provide the required knowledge, skills and abilities to perform the duties of the job.

Knowledge of:

• Thorough knowledge of the theories and techniques of crisis counseling and crisis intervention.
• Strong theoretical and practical understanding of crisis intervention methods and techniques.
• Strong understanding of best practices relating to duties of the position and the ability to work independently, making sound decisions based on best practices, laws, policies, and procedures.
• Strong knowledge of community resources, human service systems, and referral pathways.
• Familiarity with trauma-informed, person=centered, and recovery-oriented approaches.
• Proficiency in and commitment to multicultural competence and experience working with individuals from culturally diverse populations, including underrepresented and/or underserved populations.
• Skill at prioritizing work activities and multi-tasking while under pressure.
• Skill in public and interpersonal relations. Strong written and oral communication skills.
• Leadership strategies and supervision for human service professionals.
• Initiatives to enhance community safety through criminal justice reform

Ability to:

• Establish and maintain effective working relationships with employees, customers, and supervisors.
• Communicate effectively (orally and in writing).
• Maintain composure, solve problems and make sound decisions under pressure.
• Assist with the initial stabilization of persons in crisis and to link them with appropriate community resources.
• Establish and maintain effective professional relationships and collaborate effectively with court system stakeholders, law enforcement, co-workers, residents, County staff, local agencies, community members, and clients and their family members.
• Respond to concerns from citizens, other town employees, or human service agencies.
• Demonstrate sound judgment, integrity, resourcefulness, accuracy, thoroughness and the physical condition commensurate with the demands of the position, while maintaining an ethical standard of care.
• Work independently, effectively problem-solve and handle difficult situations and complex decision-making.
• Work flexible hours, including evenings, weekends, and holidays as part of a 24-hour operation.
• Measure and evaluate outcomes of community programs.
• Model behavior that is consistent with our town values of RESPECT (Respect, Equity, Safety, Professionalism, Ethics, Communication, Teamwork).
• Utilize a computer and various word processing and database software applications.

Experience:

• At least five years of professional work experience within the social service/human service field with experience in crisis work, as well as at least two years supervisory experience.
• Preference will be given to candidates with prior experience working in a law enforcement or public safety setting.

Education:

• A master's degree in social work, psychology, counseling or other program of study directly related to the occupational field.
• Licensed or license-eligible in the following areas is preferred: Licensed Clinical Mental Health Counselor (LCMHC) or Licensed Clinical Social Worker (LCSW).

Supervision Exercised:

The work requires supervising and monitoring performance for full-time and program support personnel.

Physical Demands:

The work requires sitting at a desk or table, with intermittent standing or stooping. The employee uses equipment requiring a high degree of dexterity.

Work Environment:

The work is typically performed in an office environment. At times, services are delivered in a wide variety of community settings including private homes, businesses and in the public.

Supplemental Information

• Possession of or the ability to obtain a valid driver's license issued by the state of NC.
• This classification has been designated as Safety Sensitive and is subject to random drug and alcohol testing.
• The position is drivin g essential and must conform to the Town's Safe Driving and Accident Policy and procedures