Manager, Mobile Crisis

Vibrant Emotional Health

4d•$79,100 - $105,200•Remote

About The Position

Vibrant Emotional Health’s Contact Center (Here2Help Connect) is at the cutting edge, harnessing new technologies to expand methods by 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. 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.

Requirements

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.
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.

Nice To Haves

Advanced understanding of the delivery of mobile crisis services in New York City strongly preferred.
Call center experience is highly desirable.

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.