Job Description
Level: Experienced
Job Location: Main Campus - Baltimore, MD 21229
Position Type: Full TimeEducation
Level: Bachelor Degree
Salary Range: $60,000.00 - $70,000.00 Salary
Travel Percentage: Up to 25%
Job Shift: Variable
Job Category: Nonprofit - Social ServicesCall Center Manager
📍 Baltimore, Maryland
💰 $60,000- $70,000 Salaried
🕒 Part – Time | Shifts: 7:00AM-3:00PM, 3:00PM-11:00PM, and 11:00PM-7:00AM | Weekdays
Being the Leader Communities Need in Moments of Crisis.
About Us
Baltimore Crisis Response, Inc. (BCRI) is a nationally recognized nonprofit and Baltimore’s only comprehensive crisis response system. Since 1992, we’ve been at the forefront of behavioral health crisis care — providing timely, community-based services for individuals and families experiencing mental health and substance use challenges.
The Opportunity
We are seeking a Call Center Manager to join Baltimore Crisis Response, Inc. (BCRI) in overseeing operations for our behavioral health crisis helpline within the 988 Crisis System. In this role, you’ll lead and support a dedicated team responding to individuals in crisis and help ensure the delivery of high-quality, person-centered care around the clock.
You’ll provide operational oversight, quality assurance, staff training, and scheduling support while collaborating with internal teams and community partners to strengthen crisis response systems. This is more than a management role — it’s an opportunity to lead with purpose, support frontline responders, and help shape how our community delivers compassionate behavioral health crisis care..
What You’ll Do
- Supports the delivery of care and engagement of individuals under care by participating in regional and interagency system partner meetings.
- Develops and maintains strong working knowledge of care partners, service providers, and stakeholders across the system of care, maintaining a positive rapport.
- Review calls for quality assurance and compliance for provisioned service delivery.
- Reviews EHR systems (iCarol, BHL, etc.) verifying contact records are full and complete, with appropriate person-centered documentation and free from errors.
- Ensures that referrals are documented and submitted properly in the EHR systems to care partners.
- Provide consult for staff during day and evening hours.
- Ensuring proper shift scheduling for continuous operations and assisting with shift coverage needs.
- Serves as a liaison as assigned and appropriate for internal and external stakeholders, care partners, and visitors.
- Demonstrates adherence to company policies, expectations, and behavioral competencies, both explicit and implicit.
- All tasks, projects, and/or duties as assigned and authorized, as determined by your Direct Supervisor (or designated delegate) to be congruent with the role.
Qualifications
Qualifications
Qualifications
- Bachelors Degree in Human Services or related field, required.
Experience
- Two years of work or engagement experience working with individuals living with dynamic and complex behavioral health needs, required
- Two years of supervisory experience, required
Why Join BCRI
🏥 Medical, Dental, and Vision Insurance.
💼 403(b) Retirement Plan.
🌴 Generous PTO – Vacation, Sick, Personal, and Holidays.
📚 Tuition Reimbursement & Professional Development Support.
💙 Be part of an innovative, impact-driven team shaping the future of crisis care.
