Full-time role. Pay is $50,000 to $80,000 based on experience. Benefits include health insurance, dental insurance, vision insurance, sick time, PTO, 401K, EAP, life insurance (optional), and short-term/long-term disability.
About The Position
Are you ready to lead a program that brings support and understanding to those who need it most? As the 24/7 NC Peer-Run Warmline Program Manager, you will oversee the operations of a statewide phone support system offering peer support to individuals experiencing mental health or substance use distress. Reporting to the Regional Director, you’ll ensure the Warmline meets callers’ needs with compassion and empathy, aligns with PRN’s mission, and operates efficiently. This role combines management skills with expertise in peer support, crisis management, and data-driven program improvement to continually enhance Warmline services. You’ll represent PRN’s Warmline on a national level, coordinate resources, manage data reporting, and support quality assurance efforts, helping ensure this critical resource is accessible and impactful.
Location: Charlotte or Raleigh, NC
Reports To: Regional Director
FLSA Status: Exempt
Relocation: Support with relocation for the right applicant (if required)
What You’ll Do
Program Management
- Ensure smooth operation of the Warmline by meeting callers’ needs, aligning with PRN’s goals, and supporting callers through emotional distress, crisis situations, and connection to resources.
Staff Management
- Coordinate weekly scheduling, time, and attendance for the Warmline team. Develop professional growth models and training in partnership with PRN’s Organization Development and Learning team.
Service Monitoring and Quality Assurance
- Track data, trends, and metrics to assess program capacity and quality, working with PRN’s Quality Management team to collect data and create reports for ongoing improvements.
Resource Allocation
- Manage the Warmline budget to maximize resources within funding levels, ensuring peak performance and adherence to program goals.
Collaboration and Outreach
- Collaborate with the Regional Director and Shift Supervisors to standardize policies and procedures and enhance the program.
- Represent PRN’s Warmline nationally and work to develop community partnerships and raise awareness of the service.
Qualifications
- Bachelor’s degree in business administration, management, or related field.
- Minimum of two years’ experience working with individuals facing mental health, substance use challenges, trauma, or homelessness.
- NC Certified Peer Support Specialist certification.
- Personal history of recovery and experience in seeking crisis-based support, committed to PRN’s philosophy of peer support.
- Leadership qualities that reflect PRN’s mission, values, and philosophy.
- Strong interpersonal and communication skills, including active listening, validation, and non-judgmental support.
- Ability to work independently, manage time effectively, and interact positively with the public and stakeholders.
- Proficiency in computer software applications (word processing, spreadsheets, databases, presentations).
- Valid NC Driver’s License with the ability to travel statewide and nationally.
