Deaflead

Chat and Text Workforce Manager

Organization: DeafLEAD

Job Type: Full time, salaried (exempt)

Location: Remote

Reports To: Assistant Director of Workforce Management

Department: Chat and Text

Start Date: September 30th, 2026

Salary Range: $60,000 - $65,000 annually 

*External hires are usually brought on to DeafLEAD between the minimum to midpoint of the posted salary range depending on a combination of education, qualifications, internal equity, and the budgeted amount for the role.

Position Summary

DeafLEAD is seeking an experienced, compassionate Workforce Manager to lead the day-to-day workforce management operations of its 988 National Chat and Text service. This role supervises Workforce Specialists, oversees staff scheduling and coverage, monitors real-time staffing needs, and supports data-driven workforce planning to help ensure timely, professional, accessible, and trauma-informed service for people in crisis nationwide.

The manager works closely with Chat and Text operations leadership and the Assistant Director of Workforce Management to maintain coverage, strengthen staffing efficiency, meet 988 Lifeline requirements, and support consistent service delivery across a 24/7 operation.

About DeafLEAD

DeafLEAD is a nonprofit organization that provides crisis intervention services to Deaf, Hard of Hearing, Late-Deafened, DeafBlind, DeafDisabled, and Deaf+ individuals and their families in Missouri and nationwide. Our mission is to promote consumers' emotional and physical well-being in a safe and respectful environment using a consumer-centered, trauma-informed approach.

DeafLEAD provides services including crisis intervention, safety planning, legal, medical, and personal advocacy, case management, crisis videophone, text, chat, and hotline services, mental health services, training, and interpreting. Crisis services are available 24 hours a day, every day of the year.

Key Responsibilities 

• Follow DeafLEAD's policies and procedures.
• Believe in DeafLEAD's philosophy and goals as stated in the Organization Summary.
• Provide day-to-day leadership and oversight of workforce management operations for DeafLEAD's 988 Chat and Text programming.
• Supervise, mentor, and support Workforce Specialists, including assigning work, providing feedback, monitoring performance, and ensuring accountability.
• Oversee the development, maintenance, and execution of staff schedules to ensure appropriate coverage for Crisis Counselors, Senior Crisis Counselors, and Shift Supervisors.
• Monitor staffing levels and service demands in real time and coordinate workforce adjustments to address coverage gaps, call-offs, and operational needs.
• Review and approve scheduling changes, paid time off requests, shift swaps, and other workforce-related requests in accordance with organizational policies and operational requirements.
• Ensure that the workforce scheduling system (UKG) is accurately maintained and reflects current staffing assignments, schedule changes, and coverage needs.
• Analyze staffing data, scheduling trends, and operational metrics to identify risks, opportunities, and recommendations for improved workforce efficiency.
• Support forecasting and workforce planning efforts by providing operational insights, staffing recommendations, and trend analysis to the Assistant Director of Workforce Management.
• Coordinate implementation of coverage requirements and staffing adjustments communicated by Vibrant Emotional Health or other stakeholders.
• Develop and maintain workforce management reports, dashboards, and operational tracking tools to support decision-making and service delivery.
• Serve as the primary escalation point for complex scheduling and coverage issues before referral to the Assistant Director of Workforce Management.
• Collaborate closely with Chat and Text operations leadership to ensure workforce strategies support service quality, answer rate goals, and operational performance.
• Participate in the rotation of on-call managers for Chat and Text Services.
• Notify child abuse services when appropriate.
• Notify emergency services for intervention when appropriate.
• Successfully complete all Lifeline required trainings annually, as well as other trainings and certifications assigned.
• Other duties as assigned.

Qualifications 

• Must complete all required crisis line trainings (minimum 100 hours) upon hire (see Training section below).
• Must be at least 18 years of age and able to pass a background check.
• American Sign Language (ASL) fluency is preferred but not required.
• Bachelor's degree in psychology, social work, nonprofit management, business administration, data analytics, or a related field preferred, but not required.
• Minimum of 2 years of workforce management, scheduling, operations, or related experience required, preferably in a high-volume or time-sensitive environment.
• Minimum of 1 year of supervisory, team-lead, or management experience required.
• Minimum of 1 year of crisis line experience or experience in a high-volume service environment required, including familiarity with service metrics, staffing expectations, or operational performance standards.
• Demonstrated ability to supervise, coach, and develop staff while maintaining accountability and supporting professional growth.
• Demonstrated ability to manage workforce operations, including scheduling, staffing adjustments, paid time off administration, and real-time coverage management.
• Strong analytical skills with the ability to interpret workforce data, staffing trends, and operational metrics to support decision-making.
• Experience using workforce management, scheduling, or HRIS systems to manage staffing operations and maintain accurate workforce records.
• Ability to identify staffing risks, evaluate operational impacts, and recommend practical solutions that support service delivery.
• Strong attention to detail and ability to maintain accuracy in schedules, reports, workforce systems, and operational data.
• Ability to prioritize competing demands and make timely decisions in a fast-paced, high-accountability environment.
• Demonstrated ability to manage escalated scheduling and staffing issues while maintaining professionalism, fairness, and consistency.
• Strong written and verbal communication skills, including the ability to communicate workforce decisions, expectations, and operational updates clearly and professionally.
• Ability to work effectively and respectfully with people of varied backgrounds, identities, cultures, communication preferences, and abilities, including navigating staffing conflicts and maintaining professionalism during challenging situations.
• Ability to remain calm and make sound decisions during periods of high demand, staffing shortages, or rapidly changing operational conditions.
• Ability to demonstrate empathy while balancing staff needs with operational requirements and service expectations.
• Proficiency with workplace technology, including UKG, Microsoft Teams, SharePoint, Zoom, Microsoft Excel, and web-based service platforms, with the ability to navigate multiple systems simultaneously.
• Access to reliable internet and a desktop or laptop computer that can utilize Zoom and a web browser simultaneously (Google Chrome recommended).
• Access to a private, secure workspace that ensures confidentiality, privacy, and freedom from external distractions.

Compensation 

• Annual salary ranges between $60,000 - $65,000 based on education and previous experience.* 
• Health, vision, and dental insurance 
• 401(k) retirement
• Paid Time Off (sick, holiday, vacation, and personal)

*External hires are usually brought on to DeafLEAD between the minimum to midpoint of the posted salary range depending on a combination of education, qualifications, internal equity, and the budgeted amount for the role.

Work Environment

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

As a condition of employment, DeafLEAD employees are required to protect the confidentiality of DeafLEAD trade secrets, proprietary information, and confidential commercially sensitive information (i.e. financial or sales records/reports, marketing or business strategies/plans, product development, customer lists, patents, trademarks, etc.) 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

Any invention created, in whole or in part, during your work hours, or from the use of equipment or facilities belonging to DeafLEAD and DeafLEAD's 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.