Training & Outreach Manager - 24/7 Crisis Call Center

Contra Costa Crisis Center is a mission-driven 24/7 crisis call center committed to providing immediate, compassionate support to individuals in emotional distress. Our highly trained staff and volunteers work around the clock to ensure no call goes unanswered. We’re looking for a passionate and experienced Training & Outreach Manager to lead staff and volunteer training, manage community outreach efforts, and grow our volunteer program.

The Training & Outreach Manager plays a critical role in building and sustaining a high-performing, trauma-informed team of both paid staff and volunteers. This position ensures staff and volunteers are fully prepared to respond to crisis situations with professionalism, empathy, and adherence to best practices.  This role will lead all aspects of training, while also driving community engagement, volunteer recruitment, and external partnerships to support the center’s mission. The ideal candidate brings a mix of instructional design expertise, behavioral health or crisis intervention, relationship-building skills, and a strong commitment to community mental health.

Key Responsibilities:

Training & Staff Development

• Design, implement, and evaluate training programs for staff and volunteers, including onboarding, continuing education, and skill development
• Deliver training on crisis intervention models, suicide risk assessment, de-escalation, active listening, cultural competency, and call documentation
• Collaborate with leadership and clinical supervisors to identify performance gaps and create targeted training solutions
• Implement and monitor quality assurance standards in training content and delivery
• Coordinate regular quality assurance reviews to ensure high standards of care and adherence to protocols
• Use a variety of instructional methods (e-learning, in-person, simulation, coaching, etc.)
• Maintain accurate records of training completion, certifications, and compliance requirements
• Stay current on crisis intervention best practices, trauma-informed care, and call center technologies
• Adjust training delivery to support a 24/7 operation, including occasional evening or overnight sessions

Volunteer Recruitment & Training

• Develop and manage a robust volunteer recruitment strategy in coordination with the leadership team
• Represent the center at career fairs, school programs, and community events to promote volunteer opportunities
• Coordinate the outreach and onboarding of new volunteers, and provide training as developed with department leads
• Create a positive, engaging experience that encourages long-term volunteer retention

Community Outreach & Partnerships

• Serve as the public-facing representative of the crisis center for training and outreach initiatives
• Build and maintain relationships with universities, community organizations, and professional networks

Required Qualifications:

• Bachelor’s degree in Education, Psychology, Social Work, Communications, or a related field (Master’s preferred)
• Minimum 2 years of experience in training, program development, or community outreach—preferably in a behavioral health or crisis services setting
• Experience with volunteer program management and recruitment
• Knowledge of crisis intervention, trauma-informed care, and call center or hotline environments
• Strong public speaking, facilitation, and relationship-building skills
• Proficiency with instructional design tools and learning management systems

Preferred Qualifications:

• Clinical license or certification (e.g., LCSW, LPC, ASIST, Mental Health First Aid)
• Bilingual (Spanish or other language)
• Prior experience working with diverse communities and promoting equity in training and outreach

Salary & Benefits

We offer a competitive salary along with a robust benefits package, including:

• Medical, dental, and vision insurance
• Life, AD&D, and Long-Term Disability coverage
• Paid vacation, holidays, and sick time
• 403(b) Retirement Savings Plan

Commitment to Diversity and Anti-Racism
Contra Costa Crisis Center is deeply committed to principles of diversity, equity, inclusion, and anti-racism. We provide equal employment opportunities to all applicants without regard to race, ethnicity, religion, creed, color, nationality, gender, gender identity, genetic information, sexual orientation, age, ancestry, physical or mental disability, medical condition, and marital status. We do not tolerate discrimination or harassment in any form.

We strive to ensure that our staff and our volunteers – including volunteer leadership on our Board of Directors and its committees – reflect the diversity of the communities we serve.

Our policy is to treat all with dignity and respect.  This includes (but not limited to) staff, volunteers, clients and prospective clients, colleagues at other non-profits, donors, employees of government agencies and businesses, people attending our events, and members of the public in general.