Job Title: Crisis Continuum Program Manager Department: Crisis Continuum Reports to: Director of Crisis Continuum Location: Remote Schedule: Monday – Friday; 8am-5pm EST Salary Range: $80,340.00- $91,170.00 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. Position Overview: Under the supervision of the Director of Crisis Continuum, the program manager for Crisis Continuum will coordinate and be responsible for developing and implementing services, products, guidelines and technical assistance, supporting the integration of 988 Lifeline Contact Centers into, and at the forefront of crisis continuums and aligned services. This is accomplished by 1) manage a wide range of high-level strategic planning activities that build 988 Lifeline capacity to coordinate with the continuum of care across 988 crisis contact centers; 2) facilitating the creation of new processes, protocols, and guidelines to support 988 Lifeline network center relationships; 3) developing diverse partnerships that advance planning within crisis continuum integration activities and 4) Establish, implement, and grow the 988 Lifeline’s solution to addressing resource and referral needs and capabilities of the Network. Additionally, they are expected to manage themselves on a day-to-day basis. Support collaborative development with various departments and drive process improvements for their department. Manager level positions do not have direct reports. Duties/Responsibilities: The program manager is a key member of the Vibrant team who will work alongside leaders and partners within the Vibrant community. For 988 Crisis Continuum, this role will function as a key member of projects for mobile crisis and 911 engagement. This position will support the Program Director as they continually structure and operationalize the 988 Lifeline network to reduce the gaps in service for individuals experiencing a behavioral health crisis in the community. 988 crisis contact centers can be a cornerstone in a robust and durable system where access to crisis intervention and supportive response is immediately accessible and available. + Manage major initiatives/projects that strengthen coordination and collaboration between the Lifeline and the larger continuum of crisis services, with a focus on 911 engagement and mobile crisis, but not limited to: + Provide guidance and technical assistance to centers + Facilitate access to training & resources for center to support improvement of crisis services for 988 Crisis Contact Centers + Development and disseminate guidance documents, protocols, and best practices + Implementation of any new workgroups and continuation of existing workgroups, if applicable. + Using information and referral best practices, participate in strategic planning activities relating to the development, maintenance, and expansion of the referral database + Solicit and consolidate feedback from centers regarding the referral database, identifying areas of need + Manage ongoing communications between 988 Lifeline centers and the Lifeline Crisis Continuum Program + Create briefing and presentation materials, plan and participate in meetings, conferences, and workgroup facilitation, and synthesize learnings from input gathered. + Deliver technical assistance products following best practices in accordance with guidance from a recognized accredited/accrediting governing practice organization, + Work closely with the Technical Product Management regarding infrastructure deployment and releases + Work with the director to establish a mechanism for tracking and effectively reporting on projects and meaningful data as related to the program’s objective + Maintain and assist data collection from internal databases and key performance indicators. For example, referral database + Assist in consultation and subject matter expertise across departments on initiatives, projects, policies and training that impact crisis continuum. + Collaborate with other members – internal and external – on initiatives to advance best practices and standards for crisis continuum + Assist in maintaining strategic relationships with key stakeholders. + In conjunction with other team members, professionally represent the Lifeline at select professional conferences, presentations or meetings across the United States. Estimated 10% + Responds to requests for support from Lifeline leadership or Vibrant executive staff + Other related duties Required Skills/Abilities: Decision Making: + Identifies multi-faceted problems affecting achievement of individual goals and provides solutions. + Analyzes and interprets issues, realigns responsibilities, commits resources and proposes alternative solutions. + Implements solutions for minor projects after approval; held accountable if no action is taken. + Multi-factor decision- making requiring research and analysis, subject to supervisory guidance. + Ability to navigate complex decision-making involving multiple stakeholder groups; Great judgement and effective and creative leadership ability. + Ability to take initiative, problem-solve, prioritize duties, and balance competing priorities while paying close attention to detail, meeting deadlines, and working well under pressure. Scope of Responsibility/Accountability: + Manages programs/projects, creates and implements work plans and objectives. + Monitors and evaluates interim results and develops contingency plans if objectives are off track. + Performance is reviewed by director level and above. Managing/Directing Work (if applicable): + Interprets standards, communicates constructive feedback and guides others in developing their capacity to perform more effectively. + Participates in planning and implementing small- scale work activities and contributes to evaluation of results for assigned objectives. + Excellent communication and interpersonal skills; + Ability to establish productive and collaborative relationships with all levels of staff + Ability to quickly absorb complex, technical documents and brief the Executive team; Attention to detail and excellent organization skills + Manages their own task list with minimal supervision. Required Qualifications: + Bachelor’s Degree (required) or Master’s Degree psychology, criminal justice, public health, policy, (e.g., MPH, MPA, MSW) or other health- related fields) or comparable professional experience + Previous experience in contact center or other crisis services preferred + 3+ years of work experience in a relevant field + Extensive knowledge of Microsoft Office Suite, expertise with Google Doc 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. 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. 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