Call Center Organizational Learning & Trainer (11833)

Baltimore Crisis Response, Inc.; Baltimore (MD); Hybrid; USD 50,000 - 60,000; Full time

Benefits offered by this job

Healthcare premiums paid

403(b) Retirement Plan

Vacation & Sick Leave

Professional Development

Job summary

CarePoint Response, Inc. in Baltimore, Maryland is seeking an experienced Call Center Organizational Learning & Trainer to develop, deliver, and evaluate onboarding and ongoing training for 988 Suicide & Crisis Lifeline counselors.

You will combine behavioral health expertise with facilitation and coaching to strengthen performance, ensure 988 standards, and promote trauma-informed, culturally responsive crisis intervention.

Qualifications

• Bachelor’s degree in Human Services or related field required.
• 2–5 years of behavioral health training experience.
• Call center experience preferred.
• ASIST Trainer or MHFA Trainer preferred.

Responsibilities

• Develop onboarding and ongoing training for 988 crisis counselors.
• Identify training and professional development needs.
• Train staff on 988 Lifeline policies, procedures, quality standards, and documentation requirements.
• Develop engaging training materials, including presentations, manuals, assessments, and other learning resources.
• Maintain accurate and up-to-date training records.
• Conduct role plays, skills assessments, and performance monitoring.
• Monitor new-hire performance and provide coaching as needed.
• Provide constructive feedback to strengthen knowledge and performance.
• Help translate training concepts into effective crisis intervention practices.
• Participate in development and implementation of new training and workforce initiatives.
• Stay current on developments in suicide prevention, behavioral health, crisis intervention, and workforce training.
• Identify opportunities to strengthen training effectiveness and employee readiness.
• Adapt training strategies to changing operational needs.
• Work closely with managers and directors to identify training needs and performance opportunities.
• Partner with operational leaders to promote consistency in service delivery and crisis intervention practices.

Skills

Facilitation

Coaching

Training development

Communication skills

Trauma-informed practice

Cultural responsiveness

Bilingual or multilingual (preferred)

Education

Bachelor’s degree in Human Services

Job description

Call Center Organizational Learning & Trainer

Baltimore, Maryland | Primarily Remote

Salary: $50,000–$60,000

Full-Time | Monday–Friday | Day Shift

Travel: Up to 50%

Develop People. Strengthen Crisis Response. Make an Impact.

About Us

CarePoint Response, Inc. (CPR) is a nationally recognized nonprofit and Baltimore’s comprehensive crisis response system. Since 1992, CPR has provided timely, community-based care for individuals and families experiencing mental health and substance use challenges.

Our mission is to deliver effective behavioral health crisis services and treatment in the least restrictive environment—meeting people where they are, when they need it most.

The Opportunity

CarePoint Response is seeking an experienced and engaging Call Center Organizational Learning & Trainer to support the professional development of counselors, supervisors, and other personnel supporting the 988 Suicide & Crisis Lifeline.

In this role, you will develop, deliver, and evaluate onboarding and ongoing training for Chat/Text and Voice counselors, helping ensure employees have the knowledge, skills, and confidence necessary to provide high-quality crisis intervention services.

You will combine behavioral health expertise with strong facilitation and coaching skills to strengthen employee performance, reinforce 988 standards, and promote trauma-informed and culturally responsive crisis intervention.

This is an opportunity to directly influence the quality of crisis services by developing the people who answer the call when individuals and families need help most.

What You’ll Do

• Develop, coordinate, and facilitate onboarding and ongoing training for 988 crisis counselors.
• Identify training and professional development needs.
• Train staff on 988 Lifeline policies, procedures, quality standards, and documentation requirements.
• Develop engaging training materials, including presentations, manuals, assessments, and other learning resources.
• Maintain accurate and up-to-date training records.

Coaching & Competency Development

• Conduct role plays, skills assessments, and performance monitoring.
• Monitor new-hire performance and provide coaching as needed.
• Provide constructive feedback designed to strengthen employee knowledge, confidence, and performance.
• Help translate training concepts into effective real-world crisis intervention practices.

Continuous Improvement

• Participate in the development and implementation of new training and workforce initiatives.
• Stay current on developments and emerging practices in suicide prevention, behavioral health, crisis intervention, and workforce training.
• Identify opportunities to strengthen training effectiveness and employee readiness.
• Adapt training strategies to changing operational and workforce needs.

Collaboration

• Work closely with managers and directors to identify training needs and performance opportunities.
• Partner with operational leaders to promote consistency in service delivery and crisis intervention practices.
• Support organizational efforts to maintain high-quality, person-centered, and trauma-informed crisis services.

Qualifications

Education

• Bachelor’s degree in Human Services or a related field required.

Experience

• 2–5 years of behavioral health training experience.
• Call center experience preferred.
• Experience developing and facilitating training for behavioral health or crisis services professionals strongly valued.

Preferred Credentials

• ASIST Trainer preferred.
• Mental Health First Aid Trainer preferred.

Skills & Competencies

• Strong facilitation, presentation, coaching, and communication skills.
• Strong written communication and typing skills.
• Ability to develop effective training materials, presentations, manuals, and assessments.
• Ability to provide constructive and actionable feedback.
• Strong organizational skills and attention to detail.
• Ability to manage competing priorities in a fast-paced environment.
• Adaptability and problem-solving skills in high-pressure situations.
• Ability to maintain professionalism and composure in crisis-related environments.
• Comfort working with diverse populations, including LGBTQIA+ individuals, youth, and people experiencing active mental health or substance-related crises.
• Bilingual or multilingual skills are preferred.
• Commitment to ethical, person-centered, culturally responsive, and trauma-informed practices.

Work Environment

Primarily Remote: This position is remote with some on-site training responsibilities.

On-Site Training: Candidates must be available to report on-site when required for training and organizational needs.

Confidential Workspace: Remote work requires reliable internet connectivity and a private, quiet workspace appropriate for confidential information.

Equipment Provided: Laptop and headset are provided.

All employees are expected to maintain strict compliance with HIPAA and CarePoint Response confidentiality requirements.

Why Join CarePoint Response?

Comprehensive Benefits: Our benefits package includes 100% employer-paid healthcare premiums for most available medical plans, providing substantial savings and comprehensive coverage for employees.

Dental & Vision Insurance

403(b) Retirement Plan

Vacation, Sick, Personal & Holiday Leave

Life Insurance & Long-Term Disability

Professional Development & Growth Opportunities

Collaborative, Mission-Driven Team Environment

Meaningful Work That Directly Strengthens Crisis Care

Develop The People Who Answer The Call

Behind every effective crisis response is a well-prepared professional. As the Call Center Organizational Learning & Trainer, you’ll help equip our 988 workforce with the skills, knowledge, and confidence needed to provide compassionate and effective support during some of the most critical moments in people\'s lives.

CarePoint Response, Inc. is an Equal Opportunity Employer.