Crisis Call Center Learning & Training Lead

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

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.