Job Details
Qualifications
- Analysis skills
- Bachelor's degree
- Computer skills
- Jira
- Master's degree
- Microsoft Excel
- Microsoft Powerpoint
Job Description
Position Title: Operations Manager-Digital(Chat & Text)
Department: National Programs
Reports to: Director of 988
Location: (Remote)
Schedule: 35 hours weekly
Salary: $74k-92k
Note: Remote status will be considered for applicants that live outside of the NY tri-state area
Description: Formerly the Mental Health Association of New York City (MHA-NYC), Vibrant Emotional Health’s groundbreaking solutions have delivered high quality services and support, when, where and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone.
The National Suicide Prevention Lifeline – which is now the 988 Suicide and Crisis Lifeline is a program administered by Vibrant. The Lifeline in a national network of over 200 independently owned crisis call centers across the country.
Position Objective: The Operations Manager - Digital (Chat and Text) is responsible for managing and providing support to 988 network centers who are primarily providing crisis and suicide prevention over digital and online technologies (chat, text, etc.). This position requires frequent interaction with 988 network centers, the Vibrant IT team, the Vibrant Clinical Technologies team, and leaders in the suicide prevention and crisis center communities.
Essential Duties and Responsibilities:
Manage operations for 988 centers who provide crisis support over digital, online, or other related modalities (including chat, text, Crisis Services over Messenger, etc.)
Manage subcontractors, providing ongoing support and oversight; facilitate regular conference calls; ensure each subcontractor has a liaison who will be responsible for maintaining quality programming; compile invoices
Onboard new centers into the network
Collaborate and manage center technical issues with Vibrant/Lifeline IT staff
Develop & complete monthly reports
Provide operations support to Lifeline centers (w/focus on software, platforms, and technical assistance)
Collaborate with Vibrant QI to gain assistance and insight into the performance management of centers
Communicate with centers on related topics regularly; update centers via different modalities including Facebook, Slack, Network Resource Center, and other related communication methods
Supervise and meet regularly with the Network Operations team to ensure:
Efficient management/operations of Chat/Text Centers
Effective management of data requests, technical testing, and systems changes
Effective management of data collection and reporting
Work with other Vibrant teams to provide accurate and complete information to operations team and Lifeline network centers and help develop and test tools for both internal and external stakeholder use
Monitor relevant blogs and listservs and promote Lifeline when applicable
Represent Lifeline at major national or regional conferences and advisory committees that will enhance Lifeline’s recognized leadership in best practices in Clinical Technologies
Other duties as assigned
Required Skills:
Excellent verbal, written and computer skills
Strong analytical skills; ability to problem solve
Courteous and respectful manner
Effective time management and organizational skills
Ability to create work for self and identify areas of need and opportunity as appropriate
Strong customer-service orientation
Ability to work cooperatively and effectively with others
Ability to be flexible and versatile in a changing work environment while maintaining effectiveness and efficiency
Intermediate to advanced skills with MS Office, including Word, Excel, PowerPoint
Knowledge of Business Manager, Salesforce, and Jira a plus
Qualifications:
The ideal candidate will have an interest in mental health/suicide prevention, some familiarity with the nonprofit sector, comfortability with and an interest in technology and systems work, have experience with developing and implementing data reports, tools, and ideally a bachelor’s degree in Social Work, Data Sciences, Business, or a related field. Knowledge and expertise of public health issues such as capacity building and sustainability (funding streams, payment methods, efficiencies, etc.) preferred. Applicants should be comfortable working independently.
Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. Vibrant will consider any equivalent combination of knowledge, skills, education and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.
Vibrant Emotional Health is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state or local laws.
VIBRANT EMOTIONAL HEALTH DOES NOT CHARGE A FEE AT ANY STAGE OF THE RECRUITMENT PROCESS (APPLICATION, INTERVIEW MEETING, PROCESSING, OR TRAINING). VIBRANT DOES NOT CONCERN ITSELF WITH INFORMATION ON APPLICANTS’ BANK ACCOUNTS NOR WILL YOU BE REACHED OUT TO FOR SENSITIVE INFORMATION BY EMAIL OR PHONE DURING THE RECRUITMENT PROCESS.