Assistant Director, 988 Programs

Position Title: Assistant Director, 988 Programs

Salary: $92,000 - 111,000

Department: H2H Connect Contact Center

Reports to: AVP, H2H Connect Contact Center

Location: Remote

Schedule: Full-Time, 9am - 5pm EST

*New hires are typically brought into the organization between the minimum to midpoint of the salary range posted depending on qualifications, internal equity, and the budgeted amount for the role.

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.

Vibrant Emotional Health's Contact Center (Here2Help Connect) is at the cutting edge harnessing new technologies to expand methods in which consumers can receive clinically sound behavioral health services. H2H Connect operates various hotlines, including New York City's 988, 988 National Chat and Text Backup and 988 Capital Region. H2H Connect continues to grow as new managed care arrangements and new technologies make it possible to reach more people in distress through more channels. The contact center currently provides crisis intervention and information and referrals to over 40,000 people every month and we expect this number to continue to grow.

Position Overview: Are you ready to make a difference every single day? Join us as the Assistant Program Director of 988 Programs and help lead the future of mental health crisis care! In this high-impact role, you'll partner with the AVP to drive innovation, strengthen partnerships, and elevate the reach of our 988 Programs. You'll take the lead in coordinating transformative peer support and follow-up services - ensuring that every person in crisis receives the compassionate, life-changing help they deserve.

Duties/Responsibilities:

• Participate in planning and implementing projects or activities related to all 988 services and lines of business to ensure that goals, objectives, and outcomes are accomplished within the prescribed time frame and funding parameters.
• Participate in regular program-related communications with internal and external key stakeholders to build alliances in the program service area.
• Ensure efficient dissemination of all policy and program changes including but not limited to, system updates, documentation standards, and required training.
• Collaborate on the implementation of new programs and lines of business within NYC988 Services.
• Recommend program design modifications as needed to ensure the program supports innovations in mental health.
• Provide leadership, motivation, direction, and appraisal to direct reports.
• Monitor key performance indicators and evaluate issues pertaining to program compliance and quality assurance including ensuring ongoing validity and credibility of program metrics.
• Complete required and ad hoc reports as required by partners and relevant stakeholders.
• Other duties as assigned.

Required Skills/Abilities:

• Knowledge of health and behavioral health care system nationwide and globally, a plus.
• Experience and knowledge of contact center operations
• Ability to work with senior-level executives, key policy makers, decision makers, and influencers.
• Courteous and professional manner.
• Excellent problem-solving skills.
• Superior ability to communicate information both written and verbally, to employees/ customers/ clients clearly, accurately, and completely.
• Documentation and report writing skills, including policies and procedures, management reports, etc.
• Effective time management and good organizational and interpersonal skills.
• Ability to work well in a high-pressure and fast-past environment.

Decision Making:

• Identifies risk within the department and determines best practice solutions.
• Consults with other members of senior staff on short-term and long-term projects and is the lead on all implementations.
• In-depth analysis and consensus-building, subject to review by other members of senior management.

Scope of Responsibility/Accountability:

• Oversees all projects within their department.
• Recommends policies and procedures to guide program or departmental performance.
• Regulatory compliance with state and federal requirements.

Managing/Directing Work:

• Supervisory skills, as evidenced by effective time management and multitasking.
• Responsible for leading and managing a team, including setting performance goals, providing feedback and coaching, and addressing performance issues as needed.
• Proven leadership ability and a track record of having created highly collaborative, high-performance multi-team environments.

Job Knowledge:

• Analyze and enhance processes in alignment to business needs.
• Applies detailed knowledge of professional principles to their management skills.
• Strong technical aptitude and analytical skills to lead initiatives to improve effectiveness and efficiencies within areas of responsibilities.

Required Qualifications:

• Master's degree in Psychology, Social Work or related field.
• 5+ years of administrative and/or supervisory experience in the mental health, crisis intervention, and/or addiction treatment field.
• Applicants should be comfortable working collaboratively with insurers, government officials, executives and managers from community-based organizations.
• Applicants should be comfortable working independently.
• Fluency in Spanish is a strong plus.

Physical Requirements:

• Must be able to remain in a stationary position for at least 50% of the time.
• Will frequently communicate over video calls with internal and external stakeholders as well as team members.
• Will constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.

Excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, pre-tax transit/parking, pre-tax FSA for medical and dependent care, and 401K available. 4 weeks' vacation, plum benefits, etc.

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 come 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.

"Please be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services related to recruitment or training. Vibrant does not charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted on our careers page and all communications from the Vibrant recruiting team and/or hiring managers will be from an @vibrant.org email address."