Manager, Crisis Services

Department:H2H Connect Contact Center

Salary Range: $90,000 - 105,000
Reports to:Director, Crisis Services
Location: Remote
Schedule: Full-time; overnight

*NOTE: This is an operational leadership role responsible for real-time service delivery of crisis contact center operations, including staffing coverage, performance outcomes and escalation management. Clinical oversight is limited to monitoring adherence and protocols. Clinical Licensure is not required.

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.

H2H Connect operates various hotlines, including New York City's NYC 988, New York State's HOPEline, 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 our reach continues to grow.

Position Overview:

The Manager, Crisis Services is an operations leader responsible for the day-to-day performance, reliability, and consistency of crisis line operations in a 24/7, multi-channel environment. This role leads Clinical Supervisors (title to be changed) and is accountable for staffing execution, real-time performance management, data integrity, and adherence to operational and quality standards. The position focuses on building strong operational systems that enable high-quality, equitable crisis services at scale.

Core Responsibilities:

Operational Leadership

• Lead, coach, and performance-manage a team of Clinical Supervisors responsible for real-time shift execution.
• Work with WFM to ensure adequate supervisor coverage, efficient workflows, and consistent adherence to operational protocols and data governance standards.
• Maintain accountability for key performance indicators, including SLA performance, AHT, occupancy, adherence, attendance, and data accuracy.
• Manage schedules, attendance, and time-off requests for Clinical Supervisors, maintaining accurate performance and compliance documentation.

Performance Management & Reporting

• Monitor live operations and performance trends to proactively identify risks, gaps, and opportunities.
• Analyze operational data and translate findings into corrective actions, coaching priorities, and process improvements.
• Prepare and present operational performance reports to H2H leadership, highlighting trends, risks, and system-level recommendations.

Quality Enablement & Continuous Improvement

• Partner with Quality Improvement and Training teams to align operational coaching with identified performance trends and quality findings.
• Ensure consistent application of policies, procedures, and operational standards across all shifts.
• Contribute to process improvement initiatives informed by data, national crisis contact center standards, and best practices.

Cross-Functional Partnership & Readiness

• Collaborate with workforce management, technology, product, and training teams to optimize tools, systems, and workflows that support supervisor and counselor performance.
• Support operational readiness for new service launches, platform changes, and volume shifts.
• Serve as an escalation point for operational issues raised by Clinical Supervisors, ensuring appropriate documentation and follow-through.

Team Culture & Accountability

• Foster a culture of accountability, clarity, and continuous improvement within the supervisor team.
• Promote staff engagement, operational excellence, and equitable service delivery through consistent expectations and feedback.

Required Skills & Abilities:

• Proven leadership ability in a high-volume contact center or behavioral health crisis setting.
• Strong analytical and problem-solving skills with a KPI-driven mindset.
• Proficiency in data analysis and workforce management tools (e.g., Excel, Salesforce, Genesys, SuccessKPI).
• Excellent written and verbal communication and presentation skills.
• Ability to coach and develop leaders in a fast-paced, high-pressure environment.
• Strong organizational and administrative skills with attention to accuracy and detail.
• Demonstrated ability to collaborate cross-functionally with technology, training, and quality teams.
• Commitment to continuous improvement, equity, and culturally responsive care.

Required Qualifications:

• Bachelor's degree required in behavioral health, healthcare administration, business operations, social work, or a related field.
• 3+ years of supervisory experience, with at least 2 years leading supervisors or managers in a contact center, healthcare, social service or behavioral health setting.
• Experience managing performance in high-volume, multi-channel environments with complex KPI requirements.
• Background in mental health crisis services strongly preferred.
• Fluency in English (written and spoken) required; bilingual proficiency is a plus.
• Comfortable working independently while exercising sound judgment in high-pressure environments.

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.

We determine base pay through a comprehensive review of skills, experience, education, certifications, geographic location, and other relevant factors. The range listed reflects the compensation parameters for the role and does not represent the full compensation package. A complete overview of compensation and benefits will be provided by the Talent Acquisition team during the hiring process.

Full time employees will be eligible for excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, employer paid disability insurance, employer paid life insurance, pre-tax FSA for medical and dependent care, and 401K available.

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.