Manager, Mobile Crisis

Department: H2H Connect Contact Center

Salary Range: $79,100 - 105,200
Reports to: Assistant Program Director, 988 Services
Location: Remote
Schedule: Full-time, 8am - 4pm EST Monday - Friday

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 NYC 988, New York State's HOPEline, the 988 Suicide and Crisis Lifeline, the National Disaster Distress Helpline, and the NFL Life Line. 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:

The Manager, Mobile Crisis plays a vital role in fulfilling NYC 988’s remit as the Single Point of Access for Mobile Crisis Team referrals in New York City by identifying, processing and facilitating Mobile Crisis Referrals to the relevant team.   In addition to managing a team of staff dedicated to processing mobile crisis referrals, you will also support the broader Here 2 Help Connect staff develop a robust understanding of mobile crisis services.  This contact center-based position is ideal for those who are interested in leveraging technology to increase access to crisis behavioral health support in an environment where the individual experiencing the crisis is most comfortable and the intervention is least restrictive.  

Duties/Responsibilities:

• Oversee day to day operations of functions relating to Single Point of Access for Mobile Crisis referrals in NYC, ensure compliance with contractual requirements, accreditation standards and regulatory guidelines related to mobile crisis referrals and telephonic crisis triage. 
• Coordinate and manage regular communications and outreach with internal and external stakeholders relevant to the program, including the Department of Health and Mental Hygiene and Mobile Crisis providers. 
• Coordinate with Information Technology department to ensure technical infrastructure and applications related to Mobile Crisis referrals operate efficiently and meet program needs.
• Coordinate with Finance Department as it relates to billing for services.
• Provide ongoing clinical, administrative, and technical supervision to direct reports; review application of clinical skills, provide coaching where necessary, identify areas of improvement, and make recommendations for remediation if necessary. 
• Ensure compliance of direct reports with relevant training and supervision requirements.
• Adhere to performance-based management approach utilizing key performance indicators to make data driven evaluations, culminating in annual performance appraisals for all direct reports. 
• Complete and review monthly reports related to mobile crisis referrals to identify trends and inform programming needs.
• Collaborate with program leadership and other contact center department staff in developing and reviewing policies and procedures, and trainings related to Mobile Crisis referrals.
• Recommend and implement program design modifications as needed to ensure program supports innovations in mental health.
• Other duties as assigned.

Required Skills/Abilities:

• Strong clinical assessment skills.
• Extensive knowledge and understanding of crisis intervention resources within New York City. 
• Courteous, empathic, and professional manner.
• Efficiency with information-gathering and problem-solving to facilitate resolution of inquiries.
• Superior communication skills to convey information clearly, accurately, and completely.
• Ability to maintain professional demeanor when handling crisis and other difficult contacts.
• Strong work ethic and ability to work well in a team setting.
• Ability to leverage technology to facilitate dispatching of referrals.
• Ability to work in a confidential and quiet space, with high speed wi-fi connection.

Required Qualifications:

• Master’s degree in Psychology, Social Work or related field required.
• 3+ years of experience with the practice of assessment and/or crisis intervention, and administrative/supervisory duties. 
• Fluency in the English language, both verbal and written. 
• Advanced understanding of the delivery of mobile crisis services in New York City strongly preferred.
• Call center experience is highly desirable. 
• Applicants should be comfortable working independently and as part of a team in a collegial group environment. 

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.

We determine base pay through a comprehensive review of skills, experience, education, certifications, geographic location, and other relevant factors. The range listed reflects the compensation parameters for the role and does not represent the full compensation package. A complete overview of compensation and benefits will be provided by the Talent Acquisition team during the hiring process.

Full time employees will be eligible for excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, employer paid disability insurance, employer paid life insurance, pre-tax FSA for medical and dependent care, and 401K available.

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.

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.