Call Center Organizational Learning & Trainer

Description
Call Center Organizational Learning & Trainer
📍 Baltimore, Maryland | Primarily Remote
💰 $50,000–$60,000 Salaried
🕒 Full-Time | Monday–Friday | Day Shift
🚗 Travel: Up to 50%

Develop People. Strengthen Crisis Response. Make an Impact.
About Us
CarePoint Response, Inc. (CPR) is a nationally recognized nonprofit and Baltimore’s comprehensive crisis response system. Since 1992, CPR has provided timely, community-based care for individuals and families experiencing mental health and substance use challenges.

Our mission is to deliver effective behavioral health crisis services and treatment in the least restrictive environment—meeting people where they are, when they need it most.

The Opportunity
CarePoint Response is seeking an experienced and engaging Call Center Organizational Learning & Trainer to support the professional development of counselors, supervisors, and other personnel supporting the 988 Suicide & Crisis Lifeline.

In this role, you will develop, deliver, and evaluate onboarding and ongoing training for Chat/Text and Voice counselors, helping ensure employees have the knowledge, skills, and confidence necessary to provide high-quality crisis intervention services.

You will combine behavioral health expertise with strong facilitation and coaching skills to strengthen employee performance, reinforce 988 standards, and promote trauma-informed and culturally responsive crisis intervention.

This is an opportunity to directly influence the quality of crisis services by developing the people who answer the call when individuals and families need help most.

What You’ll Do
Training & Organizational Learning
Develop, coordinate, and facilitate onboarding and ongoing training for 988 crisis counselors.
Identify training and professional development needs.
Train staff on 988 Lifeline policies, procedures, quality standards, and documentation requirements.
Develop engaging training materials, including presentations, manuals, assessments, and other learning resources.
Maintain accurate and up-to-date training records.
Coaching & Competency Development
Conduct role plays, skills assessments, and performance monitoring.
Monitor new-hire performance and provide coaching as needed.
Provide constructive feedback designed to strengthen employee knowledge, confidence, and performance.
Help translate training concepts into effective real-world crisis intervention practices.
Continuous Improvement
Participate in the development and implementation of new training and workforce initiatives.
Stay current on developments and emerging practices in suicide prevention, behavioral health, crisis intervention, and workforce training.
Identify opportunities to strengthen training effectiveness and employee readiness.
Adapt training strategies to changing operational and workforce needs.
Collaboration
Work closely with managers and directors to identify training needs and performance opportunities.
Partner with operational leaders to promote consistency in service delivery and crisis intervention practices.
Support organizational efforts to maintain high-quality, person-centered, and trauma-informed crisis services.

Qualifications
Education
Bachelor’s degree in Human Services or a related field required.
Experience
2–5 years of behavioral health training experience.
Call center experience preferred.
Experience developing and facilitating training for behavioral health or crisis services professionals strongly valued.
Preferred Credentials
ASIST Trainer preferred.
Mental Health First Aid Trainer preferred.
Skills & Competencies
Strong facilitation, presentation, coaching, and communication skills.
Strong written communication and typing skills.
Ability to develop effective training materials, presentations, manuals, and assessments.
Ability to provide constructive and actionable feedback.
Strong organizational skills and attention to detail.
Ability to manage competing priorities in a fast-paced environment.
Adaptability and problem-solving skills in high-pressure situations.
Ability to maintain professionalism and composure in crisis-related environments.
Comfort working with diverse populations, including LGBTQIA+ individuals, youth, and people experiencing active mental health or substance-related crises.
Bilingual or multilingual skills are preferred.
Commitment to ethical, person-centered, culturally responsive, and trauma-informed practices.

Work Environment
💻 Primarily Remote: This position is remote with some on-site training responsibilities.

🏢 On-Site Training: Candidates must be available to report on-site when required for training and organizational needs.

🔒 Confidential Workspace: Remote work requires reliable internet connectivity and a private, quiet workspace appropriate for confidential information.

💻 Equipment Provided: Laptop and headset are provided.

All employees are expected to maintain strict compliance with HIPAA and CarePoint Response confidentiality requirements.

Why Join CarePoint Response?
🏥 Comprehensive Benefits: Our benefits package includes 100% employer-paid healthcare premiums for most available medical plans, providing substantial savings and comprehensive coverage for employees.

🦷 Dental & Vision Insurance

💼 403(b) Retirement Plan

🌴 Vacation, Sick, Personal & Holiday Leave

🛡️ Life Insurance & Long-Term Disability

📚 Professional Development & Growth Opportunities

🤝 Collaborative, Mission-Driven Team Environment

💙 Meaningful Work That Directly Strengthens Crisis Care