Assistant Manager of National Chat and Text Operations

**Assistant Manager of National Chat and Text Operations** ========================================================== **Organization:** DeafLEAD **Job Type:** Full\-time, Salaried (exempt) **Location:** Remote **Reports To:** National Chat and Text Operations Manager **Department:** Chat and Text **Salary Range:** $57,000 to $62,000 / annually (See Compensation section below for more detail) * *External hires are usually brought on to DeafLEAD between the minimum to midpoint of the posted salary range depending on a combination of education, qualifications, internal equity, and the budgeted amount for the role.* **Position Summary** -------------------- DeafLEAD is a non\-profit organization that provides crisis intervention services to Deaf, Hard of Hearing, Late\-Deafened, DeafBlind, DeafDisabled, and Deaf\+ individuals and their families within the state of Missouri and nationwide. Our mission is to promote the emotional and physical well\-being of consumers in a safe and respectful environment utilizing a consumer\-centered, trauma\-informed approach. We are committed to providing a variety of services to effectively meet the changing needs within the Deaf community. These services include (but are not limited to): crisis intervention, safety planning, legal/medical/personal advocacy, case management, crisis videophone/text/chat/hotline services, mental health services, training, and interpreting DeafLEAD is seeking an experienced and compassionate full\-time Assistant Manager of National Chatand Text Operations to join an exciting, supportive and engaging team. **Essential Functions** ----------------------- * Follow DeafLEAD’s policies and procedures. * Believe in DeafLEAD’s philosophy and goals as stated in Summary of Organization. * Support the day\-to\-day operations of DeafLEAD’s 988 Crisis Chat and Text program, ensuring **consistent service delivery and adherence to operational expectations**. * Provide guidance and real\-time support to Shift Supervisors and staff, helping address operational questions, challenges, and escalations as they arise. * Assist in the management and resolution of **escalated service situations**, ensuring appropriate, timely, and effective intervention. * Participate in the on\-call manager's rotation, providing **operational leadership and decision\-making support** during assigned coverage periods. * Monitor operational activity by reviewing **shift supervisor reports, documentation, and performance indicators** to identify trends, concerns, and areas for follow\-up. * Track and support follow\-up on **attendance and performance concerns**, collaborating with leadership and HR as appropriate. * Assist in the development, coordination, and facilitation of **training initiatives**, including onboarding support and ongoing staff development. * Support the review and refinement of **crisis intervention protocols, operational procedures, and best practices** to ensure alignm