Peer Manager

Vibrant Emotional Health

1d•$69,100 - $92,600•Remote

About The Position

The Peer Manager provides leadership and operational oversight to Peer Supervisors, ensuring high-quality services that uphold peer support values, professional standards, and organizational expectations. The role promotes recovery-oriented, person-directed, trauma-informed, and culturally responsive support that honors lived experience, mutuality, and self-determination. The Peer Manager is accountable for effective team leadership, staff development and well-being, service performance, and maintaining the integrity of nonclinical peer support. The position is part of Vibrant Emotional Health’s H2H Connect Contact Center, a 24/7/365 multi-channel service providing crisis intervention, peer support, and information and referrals through text, calls, and webchat. The role is remote and full-time, scheduled 11 p.m. to 7 a.m. Monday through Friday EST, and reports to the Assistant Program Director, NYC 988 Services.

Requirements

Hold active certification as a Certified Peer Support Specialist, Certified Recovery Peer Advocate (CRPA), or Certified Recovery Peer Advocate-Family (CRPA-Family) through the NYS Office of Mental Health (OMH) and/or NYS Office of Addiction Services and Supports (OASAS).
Have at least 3 years of experience as a Peer Specialist or Advocate.
Be fluent in English, verbally and in writing.
Demonstrate active listening skills to establish a working alliance with help seekers and Peer Support Specialists.
Demonstrate efficiency in information gathering, problem-solving, and conflict resolution.
Have strong communication skills to convey information clearly and concisely.
Maintain a professional demeanor when handling crises and abusive contacts.
Demonstrate supervisory skills, including effective time management and multitasking.
Work efficiently both independently and as part of a team.
Provide a copy of peer certification by the date of hire.
Meet the physical requirements of prolonged stationary work, frequent communication through video conferencing, phone, and chat, and extended visual review of digital documents or data.

Nice To Haves

Demonstrated experience coaching, supervising, or leading peer staff, or equivalent leadership experience.
Fluency in Spanish or another language.
Knowledge of mental health systems in the New York metropolitan area.
Experience in crisis intervention and/or mental health information and referral services.

Responsibilities

Provide ongoing administrative, operational, and technical supervision to Peer Supervisors; review their application of peer skills, coach them, identify improvement areas, and recommend remediation when appropriate.
Manage, assist, and support Peer Supervisors and staff during the shift.
Manage supervisor documentation and communication regarding Peer Support Specialist performance and shift details.
Ensure Peer Supervisors complete biweekly individual supervision sessions with Peer Support Specialists.
Collaborate with Training, Workforce Management/Operations, Crisis Services, and Quality Improvement departments to ensure high-quality peer support services.
Ensure Peer Supervisors complete interaction monitoring for quality improvement and training purposes.
Answer helpline calls as necessary during call-volume surges, staffing shortages, or other situations requiring support to maintain service levels.
Monitor and track Peer Support Specialists’ certification progress to ensure compliance with funder requirements.
Ensure the program aligns with Peer Support Core Values and National Peer Support Practice Guidelines for Peer Specialists and Peer Supervisors.
Create Peer Support training materials and deliver live, virtual training sessions.
Perform other duties as assigned.