Operations Coordinator 1 (Subnetworks)

Job Summary:

Job Title: Operations Coordinator 1 (Subnetworks)
Department: 988 Network Operations
Reports to: 988 Operations Manager – Digital
Location: Remote
Schedule: M – F, 9 to 5 EST
Salary Grade: $65K – $75K
*An additional multi-language differential will be offered upon passing language assessment.

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:

The Subnetworks Operations Coordinator is responsible for managing and providing support to centers in 988 Subnetworks who are providing crisis and suicide prevention over phone, chat, text, videophone and web based technologies. This position requires frequent interaction with 988 network centers and leaders in the suicide prevention and crisis center communities.

This position is seeking candidates fluent in American Sign Language.

Duties/Responsibilities:

• Coordinate operations for centers providing Subnetwork Services.
• Support centers, providing ongoing support and oversight; facilitate regular conference calls; ensure center’s operation concerns are resolved.
• Collaborate and coordinate 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)
• 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
• Represent Lifeline at major national or regional conferences and advisory committees that will enhance Lifeline’s recognized leadership in best practices in Clinical Technologies
• Respond to emails from public website including user complaints and inquiries
• Collaborate with centers in the Videophone and other subnetwork and other Operations
• Teams to review interaction trends, troubleshoot concerns/complaints, and share data with Vibrant team, funders and other key stakeholders ensuring that all operational grant related program goals and objectives are measured, met and or exceeded and develop strategies for improvement.
• Review daily, week, monthly operations reports, analyzing trends and challenges within the Subnetworks
• Oversee the adherence to the implementations of new operational policies and procedures throughout the Subnetworks
• Maintain professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies
• Manage and analyze performance trends and KPIs for the Subnetworks
• Other duties as assigned

Required Skills/Abilities:

• Excellent communication, problem solving, and computer skills
• Strong analytical skills; ability to problem solve
• Courteous and professional 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
• Experience a high degree of comfort with public speaking
• Fluent in ASL and proficient in written English
• Experience supporting language or cultural specific services

Required Qualifications:
Experience in working with Deaf/HoH individuals, families, and communities in the areas of mental health, crisis intervention, suicide prevention, and/or disaster behavioral health.
Knowledge and experience related to using and understanding Videophone technologies and implementing data reporting. Ideally the candidate will hold a bachelor’s degree in Social Work, Data Sciences, Business, or a related field.
People who are Deaf or Hard of Hearing are especially encouraged to apply.

Accessibility:
ASL interpretation will be provided by Vibrant via 3rd party services for Deaf/HoH ASL users who apply for this position and who are granted interviews. If ASL is the primary language of the successful candidate for this position, Vibrant will provide access to 3rd party ASL interpretation for all necessary internal and external meetings when hearing person(s) will also be present.

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”

Functions/Duties/Responsibilities:

• oversee operations, manage and analyze performance trends, represent the Lifeline

Qualifications/Requirements:

• Experience in working with Deaf/HoH individuals

Additional Notes:
On your application please let us know you saw the posting here at CSDworks.com See full description of the job and apply by clicking here.