988 Contracts Manager

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 988 Suicide and Crisis Lifeline (988) formerly known as the National Suicide Prevention Lifeline, is a program administered by Vibrant. 988 is a national network of over 200+ independently owned crisis call centers across the country.

Position Overview: The 988 Contract Manager is responsible for developing and managing the contracts and processes for 988 and related subnetworks. This position requires frequent interaction with the 988 network centers, partner agencies, and other leaders in the suicide prevention and crisis center communities.

• Develop and coordinate contracts for the 988 Network Centers, ensuring adherence to all funder and agency goals.
• Coordinate a plan with all crisis centers to review call/chat trends, troubleshoot concerns/complaints, and share data with the Vibrant team, funders, and other key stakeholders.
• Convene and facilitate meetings with leadership to discuss contract development.
• Oversee the invoice/payment process of the subnetwork contracts in coordination with the Vibrant Finance Department.
• Work with the Quality Improvement team to ensure KPIs (qualitative and quantitative) of the network and subnetwork centers are met.
• Review daily, weekly, and monthly operations reports, analyzing trends and challenges.
• Maintain professional and technical knowledge by tracking emerging trends in call center operations management.
• Represent Lifeline at major national or regional conferences/meetings and advisory committees as needed.
• Write blogs for program announcements and initiate discussions on the NRC discussion boards and other communication modalities.
• Other duties as assigned.

Required Skills/Abilities:

• Excellent verbal, written, and computer skills.
• Ability to interpret and manage program budgets.
• Demonstrated proficiency in managing, overseeing, and administering subawards.
• Effective time management and organizational skills.
• Strong customer-service and leadership skills.

Decision Making:

• Supervise and meet regularly with the 988 Operations team to ensure effective contract processes and follow-up with leadership.
• Manage and analyze performance trends and KPIs for the 988 subnetworks.
• Identifies multifaceted problems affecting achievement of individual goals and provides solutions.

Scope of Responsibility/Accountability:

• Oversee the RFP process for network subcontracts and facilitate any contractual changes or amendments in coordination with Vibrant Operations and Legal departments.
• Complete all reports related to contracts for external funders/stakeholders (SAMSHA; Vibrant QI Report; etc.) as required and in a timely manner.
• Ensure adherence to the implementation of new operational policies and procedures throughout the Network and Subnetworks.

Managing/Directing Work:

• Ability to foster teamwork, work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness.
• Ability to lead and positively influence others to achieve results that are in the best interest of the organization.
• Interprets standards, communicates constructive feedback and guides others in developing their capacity to perform more effectively.

Required Qualifications:

• Proficiency in English language both verbal and written.
• Associates degree in Business Administration, Project Management, Public Health/Administration, Social Work, Counseling, or a related field is required.
• 3 - 5 years of experience in management/supervision is preferred.
• Experience working in a non-profit sector, mental health, suicide prevention, crisis intervention, and/or mental health information and referral services is preferred.
• Knowledge and expertise in public health issues such as capacity building and sustainability (funding streams, payment methods, efficiencies, etc.) are preferred.
• Intermediate to advanced skills with MS Office, including Word, Excel, and PowerPoint, are required.
• Courteous and professional manner.
• High degree of comfort with public speaking.
• Ability to be flexible and versatile in a changing work environment while maintaining effectiveness and efficiency.

• Mostly sedentary work; using standard office equipment including: a computer, keyboard, and telephone.
• Ability to work collaboratively with staff, stakeholders and others.
• Ability to remain calm and composed under stress.
• Ability to evaluate/interpret information and make independent judgment/decisions.

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."