Crisis Call Center Learning & Development Lead

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

Benefits offered by this job

100% employer-paid healthcare premiums

Dental & Vision Insurance

403(b) Retirement Plan

Vacation, Sick, Personal & Holiday

Life Insurance & Long-Term Disability

Professional Development & Growth

Job summary

CarePoint Response, Inc. is seeking an experienced Call Center Organizational Learning & Trainer to develop and deliver onboarding and ongoing training for 988 crisis counselors, chat/text, and voice teams.

You will combine behavioral health expertise with facilitation and coaching to strengthen staff performance, reinforce 988 standards, and promote trauma-informed crisis intervention practices.

Qualifications

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

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.
• Collaborate with managers to identify training needs and performance opportunities.

Skills

Facilitation

Presentation

Coaching

Communication

Written communication

Training materials

Organizational skills

Prioritization

Adaptability

Professionalism

Crisis intervention

Education

Bachelor's degree in Human Services or related field

2–5 years of behavioral health training experience

Job description

CarePoint Response, Inc. is seeking an experienced Call Center Organizational Learning & Trainer to develop and deliver onboarding and ongoing training for 988 crisis counselors, chat/text, and voice teams.

You will combine behavioral health expertise with facilitation and coaching to strengthen staff performance, reinforce 988 standards, and promote trauma-informed crisis intervention practices.