Director of Crisis Chat and Text Services

Director of Crisis Chat and Text Services

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Organization: DeafLEAD

Job Type: Full\-time, Salaried (non\-exempt)

Location: Remote

Reports To: Vice President of Operations \& Strategy

Department: Crisis Chat and Text Services

Target Start Date: Late May 2026

Salary Range: $90,000 to $95,000/annually (See Compensation section below for more detail)

Organization Summary

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DeafLEAD is seeking an experienced and compassionate full\-time Director of Crisis Chat and Text Services to lead one of the largest crisis chat and text programs in the United States, overseeing high\-volume, 24/7 services with direct accountability for performance, quality, and system stability.

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 offers crisis services 24 hours a day, every day of the year.

Essential Functions

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• Provide strategic and operational leadership for DeafLEAD’s 988 Crisis Chat and Text services, with full accountability for program performance and service delivery.
• This role oversees a high\-volume, 24/7 crisis service and is responsible for maintaining program stability, performance, and compliance in a fast\-paced, high\-accountability environment.
• Develop and implement program goals, objectives, and operational strategies, ensuring alignment with organizational priorities and mission.
• Lead and oversee the program’s leadership structure, including Assistant Directors and Managers, ensuring clear expectations, accountability, and alignment across all functional areas.
• Own program\-level outcomes, including service performance, quality metrics, staffing effectiveness, and continuous improvement efforts.
• Ensure the effective integration of Operations, Workforce Management, and Quality Assurance functions into a cohesive, high\-performing system.
• Monitor and act on operational data, service metrics, and quality indicators to drive informed decision\-making and performance improvement.
• Ensure compliance with 988 Lifeline standards, contractual obligations, accreditation requirements, and organizational policies, holding leaders accountable for execution.
• Serve as the primary point of accountability for program stability, risk management, and escalation oversight, ensuring appropriate systems and responses are in place.
• Develop and maintain relationships with external stakeholders, including Vibrant Emotional Health, funders, and community partners, representing program performance and organizational priorities.
• Communicate clearly and consistently with executive leadership regarding program performance, risks, staffing, and strategic initiatives, including recommendations for action.
• Drive the development and alignment of training, onboarding, and staff development systems, ensuring they reflect program needs and quality expectations.
• Identify operational risks, system gaps, and performance challenges, and implement proactive strategies to mitigate risk and strengthen program effectiveness.
• Promote and reinforce a culture of accountability, professionalism, and continuous improvement across all levels of staff.
• Ensure leadership teams are effectively developing staff, maintaining expectations, and addressing performance concerns in a timely and consistent manner.
• Support organizational operations by adhering to agency policies and procedures and performing additional duties as needed to support program success.

Qualifications

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• Must complete all required crisis line trainings (minimum 100 hours) upon hire (see Training Section below).
• Minimum age 18\.
• Must be able to pass a background check.
• American Sign Language (ASL) fluency is preferred but not required.
• Master’s degree in psychology, social work, non\-profit management, or related field, or equivalent combination of education and experience required.
• Minimum of 5–7 years of progressive experience in crisis services, behavioral health, or a related field, including demonstrated leadership responsibility.
• Demonstrated experience leading leaders, including supervising managers or supervisors, holding them accountable for performance, and making timely personnel decisions when necessary.
• Ability to quickly assume leadership of an active, high\-volume program and manage complex operations, including service delivery, staffing structures, and performance outcomes.
• Demonstrated ability to assess systems, identify gaps or inefficiencies, and implement improvements using operational data, trends, and performance metrics.
• Experience operating in high\-accountability environments with defined performance metrics, compliance requirements, and external oversight.
• Demonstrated experience developing, managing, and monitoring program or departmental budgets, aligning financial resources with operational priorities and organizational goals.
• Ability to lead through others by developing leaders, delegating effectively, and maintaining appropriate distance from day\-to\-day execution.
• Ability to set clear, realistic expectations and communicate decisions effectively, even when outcomes may be unpopular.
• Demonstrated ability to address interpersonal and team conflict directly, facilitate resolution, and prevent escalation caused by avoidance or inconsistency.
• Ability to reinforce structure, policy, and performance expectations while maintaining credibility and trust, including in environments with resistance to accountability.
• Ability to establish and uphold professional standards, lead culture change, and address behaviors that impact team cohesion and performance.
• Ability to integrate multiple functional areas (e.g., operations, workforce management, quality assurance) into a cohesive, high\-performing system.
• Experience communicating with external stakeholders, funders, or oversight bodies, representing program performance and organizational priorities.
• Demonstrated ability to work effectively with individuals from diverse backgrounds and identities, including leading across differences while maintaining accountability in a mission\-driven environment.
• Ability to remain composed and make high\-stakes decisions, providing clear direction and maintaining accountability during crisis and high\-pressure situations.
• Ability to demonstrate empathy while maintaining professional boundaries and performance expectations across all levels of staff.
• Exceptional English writing and reading comprehension skills, with the ability to communicate clearly with executive leadership, external stakeholders, and staff.
• Proficiency in workplace and operational systems (e.g., Microsoft Teams, SharePoint, Zoom, data/reporting tools) and ability to utilize data to inform decisions.
• Access to reliable internet and a desktop or laptop computer capable of running Zoom and a web browser simultaneously (Google Chrome recommended).
• Access to a private, secure workspace that ensures confidentiality and freedom from external distractions.

Training

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• Must complete a minimum of 100 hours of required crisis line training upon hire and attend all sessions without any conflicting commitments.
• Training is Monday\-to Friday from 9 AM to 5 PM CST. Upon hire, a more detailed training agenda will be provided prior to the start of the training period.

Compensation/Benefits

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$90,000 to $95,000/annually\

• Health, vision, and dental insurance
• 401(k) retirement
• Paid Time Off (sick, holiday, vacation, and personal)

External hires typically start between the minimum and midpoint of the salary range, based on education, qualifications, internal equity, and budget availability.*

Schedule/Time Commitment

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This is a full\-time, salaried, exempt position. Employees are expected to work a minimum of 40 hours per week, typically during standard business hours. Because DeafLEAD provides 24/7 crisis services, work outside of standard business hours — including evenings, weekends, or extended hours — may be required to support organizational needs.

Technology Requirements

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Technology requirements will be discussed in detail upon hire.

Work Environment

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Collaborative Virtual Workspace: DeafLEAD crisis line counselors work shifts on Zoom alongside fellow counselors and shift supervisors to foster connection, engagement, and support.

Camera Requirement: During training and while on shift, staff are expected to be on camera to actively participate and engage with their peers. Since DeafLEAD fosters an inclusive environment for Deaf and hard\-of\-hearing staff, maintaining clear visibility on camera is important for communication.

Distraction\-free space: Staff should work in a dedicated, private workspace with the ability to appear on camera without the use of virtual backgrounds and free from background noise, visual distractions, and interruptions to ensure full engagement with chats, texts, and team interactions. This means working in a private space where conversations cannot be overheard, and where movement, flashing lights, or other visual distractions are minimized.

DeafLEAD is committed to creating an inclusive and accessible work environment. This role requires empathy, adaptability, and cultural awareness, particularly in supporting employees who are Deaf, Hard of Hearing, Late\-Deafened, DeafBlind, DeafDisabled, and Deaf\+.

Confidentiality and Nondisclosure of Trade Secret

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As a condition of employment, DeafLEAD employees are required to protect the confidentiality of DeafLEAD trade secrets, proprietary information, and confidential commercially sensitive information (e.g., financial or sales records/reports, marketing or business strategies/plans, product development, customer lists, patents, trademarks) related to DeafLEAD. Access to this information should be limited to a “need to know” basis and should not be used for personal benefit, disclosed, or released without prior authorization from management.

If you have information that leads you to suspect that employees are sharing such information in violation of this policy and/or competitors are obtaining such information, you are required to inform DeafLEAD’s PEO partner.

Violation of this policy may result in disciplinary action up to and including termination and may subject the violator to civil liability.

Inventions

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Any invention created, in whole or in part, during your work hours, or from the use of equipment or facilities belonging to DeafLEAD and its PEO partner, is a “work for hire” and is the property of DeafLEAD.

If you intend to develop and maintain property rights to any invention that relates in any way to products or services of DeafLEAD, you are required to obtain a written waiver of this policy, signed by both you and the CEO of DeafLEAD.

DeafLEAD is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

DeafLEAD hires remote candidates in the following states:

AL, AZ, AK, CO, DC, FL, GA, IN, IA, KS, KY, LA, MD, MI, MN, MS, MO, NV, NJ, NM, NC, OK, PA, SC, TN, TX, UT, VT, VA, WI