988 Colorado Crisis Line (CCL) - Program Manager

Salary : $91,320.00 - $146,124.00 Annually
Location : Denver, CO
Job Type: Full Time
Job Number: ILA 04964 09/03/2026
Department: Colorado Department of Human Services
Division: BHA -
Opening Date: 09/10/2026
Closing Date: 10/11/2026 8:00 PM Mountain
FLSA: Determined by Position
Type of Announcement: This position is open only to Colorado state residents.
Primary Physical Work Address: 710 S Ash St c140, Denver, CO 80246, USA
FLSA Status: Exempt; position is not eligible for overtime compensation.
Department Contact Information:
How To Apply: Please submit an online application for this position at https://www.governmentjobs.com/careers/colorado. Reach out to the Department Contact to apply using a paper application, including any supplemental questions. Failure to submit a complete and timely application may result in the rejection of your application. Applicants are responsible for ensuring that application materials are received by the appropriate Human Resources office before the closing date and time listed.

Department Information
Please note: This recruitment may be used to fill multiple vacancies.
This position is open to current Colorado residents only.
Hybrid (travel within state) position, 1 day per month in the office. Please note: These working arrangements are subject to change.
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Description of Job
The 988 Colorado Mental Health Line, organizationally located within the Behavioral Health Administration's Adult and Youth Program Division, serves as Colorado's primary front door to immediate behavioral health crisis services. Established pursuant to federal law and state statute, including SB21-154 and SB25-236, 988 operates as a TABOR-defined Enterprise governed by the 988 Enterprise Board and administered by the Behavioral Health Administration. The 988 Colorado Mental Health Line provides Coloradans with 24/7 access to crisis support through call, text, and chat and coordinates connections to additional crisis services when needed. The 988 Enterprise oversees statewide 988 infrastructure and operations, contract performance, quality and compliance, data and evaluation, 988/911 interoperability, public awareness, and coordination with local, regional, state, and national partners. This work supports the development of a high-functioning crisis response system that connects Coloradans quickly and effectively to the appropriate level of care.

The 988 Program Manager serves as the day-to-day operational leader of the 988 Program Team and works under the direction of the 988 Director to translate the strategic priorities of the 988 Enterprise into operational implementation. The position directly supervises the Quality Assurance Administrator, 988/911 Interoperability Administrator, and Data Administrator and is accountable for coordinating work across these functional areas. The Program Manager provides management-level oversight of contact center performance and vendor operations, quality assurance and compliance, data and performance measurement, 988/911 interoperability, stakeholder engagement, and other initiatives designed to strengthen Colorado's crisis response system.

A significant responsibility of the Program Manager is representing the 988 program and coordinating program-level participation in statewide marketing, public awareness, stakeholder engagement, and community outreach activities. Working closely with the 988 Marketing & Communications Manager and Communications Team, the Program Manager ensures that marketing and outreach efforts are informed by program operations, data, policy, system priorities, and the needs of Colorado communities. The Program Manager serves as a visible representative of 988 with behavioral health providers, public safety agencies and Public Safety Answering Points, healthcare organizations, schools, local and state government, tribal communities, community organizations, and other partners. The position also coordinates participation by Program Team staff when subject matter expertise or program representation is needed.

The Program Manager is expected to exercise sound independent judgment within established authority while maintaining consistent and proactive communication with the 988 Director. The position is responsible for identifying operational risks, barriers, performance concerns, and emerging issues; taking appropriate action within the scope of the position's authority; and elevating matters requiring Director, executive leadership, or Enterprise Board direction. The Program Manager is accountable for reliable execution and follow-through on commitments, maintaining continuity of operations when priorities or circumstances change, and ensuring that the Director is appropriately informed of significant operational developments.

The Program Manager provides direct leadership and accountability for the Program Team by establishing clear expectations and priorities, assigning and coordinating work, monitoring performance and deliverables, addressing barriers and performance concerns, and ensuring staff activities remain aligned with Enterprise priorities. The position is responsible for building a collaborative, accountable, and high-performing team in which employees understand their responsibilities, communicate effectively, meet commitments, and have the support and direction necessary to successfully perform their work.

A central function of this position is operational oversight and continuous monitoring of the statewide 988 contact center contract and other programmatic vendor relationships. The Program Manager monitors vendor performance against contractual requirements, established performance measures, national standards, and Enterprise expectations; identifies areas of noncompliance or performance concern; coordinates performance improvement and corrective action efforts; and makes recommendations to the 988 Director regarding significant vendor or contractual issues. The position works closely with the 988 Finance Team on invoices, contract amendments, procurement activities, grant requirements, and other fiscal and contractual matters to ensure that programmatic and financial oversight remain aligned.

The Program Manager provides operational and technical leadership in the development and implementation of policies, procedures, protocols, and program improvements related to 988 and Colorado's crisis response system. The position maintains current knowledge of national standards, emerging practices, and developments affecting 988 and crisis services and uses data, quality findings, stakeholder input, and operational experience to identify and recommend opportunities for improvement.

At the direction of the 988 Director, the Program Manager represents the 988 Colorado Mental Health Line and 988 Enterprise Board on internal, external, interagency, and statewide groups and committees. The position works collaboratively with contractors, governmental partners, behavioral health providers, public safety partners, community organizations, and other stakeholders to strengthen coordination across the crisis continuum, improve connections to appropriate care, and reduce unnecessary reliance on emergency departments, law enforcement, psychiatric hospitalization, and other higher-acuity interventions when a behavioral health crisis response is appropriate.

Job duties:

Oversight and Contract Management

The 988 Program Manager works in coordination with the 988 Director to manage day-to-day program operations, with primary responsibility for oversight and continuous monitoring of the statewide 988 contact center contract and other programmatic vendor relationships. The position ensures contractual compliance, service quality, and vendor accountability and proactively identifies and addresses operational or performance concerns.

The Program Manager directly supervises the Quality Assurance Administrator, 988/911 Interoperability Administrator, and Data Administrator and coordinates work across these functions to support effective program oversight and continuous improvement.

Key functions include:

• Working with the 988 Director and 988 Enterprise Board to ensure that program development aligns with legislative intent.
• Leading the drafting, updating, and monitoring of contract statements of work, including collaborating on contract amendments and procurement processes.
• Making day-to-day budget-related decisions, including invoice review and programmatic approval, in collaboration with the 988 Contracts Administrator.
• Participating in monthly data review and reconciliation with the contracted data and evaluation vendor, contact center vendor, other 988 contractors, and the National 988 Lifeline Administrator/SAMHSA.
• Serving as the primary point of contact for complaints related to the 988 line, ensuring timely investigation, resolution, and documentation, and developing performance improvement plans as needed.
• Determining whether corrective or contracting actions should be pursued based on non-compliance, in coordination with the 988 Director, 988 Enterprise Board and the BHA.
• Exercising appropriate independent judgement to resolve operational issues within delegated authority while promptly communication significant risks, performance concerns, or matters requiring higher-level decisions to the 988 Director.

Stakeholder Training and Interactions
This manager-level position works in close coordination with the 988 Director to lead and support stakeholder engagement, training, and outreach activities that advance the operational and strategic goals of the 988 program. The position serves as a key point of contact with stakeholders who have interest or responsibility for services and service outcomes in the behavioral health crisis system, including state and local agencies, internal BHA committees, external stakeholder commissions, and the 988 Enterprise Board.

The position actively participates in and contributes to workgroups, committees, and training initiatives, representing the interests of the 988 program and the broader behavioral health system. A significant portion of this role is dedicated to planning, coordinating, and attending community outreach activities in collaboration with the Marketing & Outreach Specialist, ensuring strong visibility of 988 services across the state. Outreach venues include law enforcement agencies, the Colorado Department of Education, first responders, tribal communities, county health alliances, and other priority partners.

The position identifies and engages statewide and regional organizations that are unfamiliar with or under-utilizing 988 and crisis services, building connections to promote utilization and integration into local response systems.

Key responsibilities include:
• Representing 988 on internal and external committees, workgroups, trainings, conferences, community events, and stakeholder meetings.
• Identifying and developing partnerships that strengthen awareness, utilization, and integration of 988 within local and statewide crisis response systems.
• Coordinating Program Team participation in stakeholder engagement, training, and outreach activities based on subject matter expertise and program priorities.
• Preparing and coordinating program-level materials and updates for the 988 Enterprise Board and other key stakeholders.
• Evaluating and recommending improvements to policies, procedures, training, and stakeholder engagement strategies.
• Leading and supporting statewide 988/911 interoperability efforts in partnership with Public Safety Answering Points, the 988 contact center provider, BHA, and other system partners.
988/Colorado Crisis Line (CCL) Promotion/Public Awareness

This manager-level position works in close coordination with the 988 Director and the Marketing & Outreach Specialist to plan, coordinate, and execute strategies for promoting 988 in ways that are relevant, accessible, and impactful for diverse communities across Colorado. The goal is to increase awareness and utilization of 988 services while ensuring messaging is accurate, culturally responsive, and aligned with program priorities.

The position collaborates with the BHA Communications team to shape messaging based on stakeholder feedback, outreach data, and emerging needs in the behavioral health system. It also serves as a visible representative of the 988 program in public forums, conferences, community events, and media engagements.
Team Lead and Mentoring of Grant-Funded FTE's Related to 988
This manager-level position provides direct supervision, leadership, and accountability for three professional staff within the 988 Program Team: the Quality Assurance Administrator, 988/911 Interoperability Administrator, and Data Administrator. The Program Manager establishes clear expectations and priorities, coordinates work across these functional areas, monitors performance and deliverables, addresses barriers and performance concerns, and ensures the team's work aligns with the strategic and operational priorities of the 988 Colorado Mental Health Line and 988 Enterprise Board.

The position is responsible for hiring, onboarding, training, performance management, coaching, workload distribution, and professional development of assigned staff. The Program Manager is expected to maintain appropriate oversight of team activities, ensure timely completion of assigned work, proactively communicate significant operational issues or risks to the 988 Director, and promote accountability, collaboration, and consistent follow-through across the Program Team.

Other Duties as Assigned: This position may be called upon to perform tasks or undertake special assignments or projects deemed necessary by BHA or 988 Enterprise Board, but not specifically referenced in the above duties.

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights

Experience and/or Education:
Eight years of relevant experience in a field related to program management, behavioral health administration, or crisis response operations; or an equivalent combina