New York, New york
Director of National Hotline Member Services Job Opening in New York, New york - Director of National Hotline Member Services (Recruitment & Capacity Building)
Full-Time
About MHA-NYC: MHA-NYC is at the cutting edge of harnessing new technologies to expand methods in which consumers can receive clinically sound behavioral health services. MHA administers 3 national networks of crisis services (including the National Suicide Prevention Lifeline, the national Disaster Distress Helpline, and the NFL Life Line) and supports the VA-operated Veterans Crisis Line. MHA also operates 14 crisis lines, including New York State?s HOPEline for addictions and the groundbreaking, multi-access, multi-lingual behavioral health and crisis contact center, NYC Well. The organization is a national and local leader in developing and implementing innovative new approaches to providing behavioral health services and interventions via telephone, web chat, and SMS text message.
Position Objective: The Director of National Hotline Member Services is a senior management position responsible for providing leadership for the 24/7 operations of the National Suicide Prevention Lifeline (a network of 165+ independently owned crisis centers across the country) and related subnetworks. Primary responsibilities include oversight of all aspects of operations including network capacity, sustainability, infrastructure, quality improvement and contract management. The National Hotline Member Services Director is the primary liaison between Lifeline?s partners in capacity building and sustainability (such as the National Association of State Mental Health Program Directors and the National Council for Behavioral Health). The Director of National Hotline Member Services collaborates with IT Department staff to ensure continuous technical operation of all hotline/chat/text programs and support of all systems during emergencies. The Director of National Hotline Member Services collaborates with the Finance Department and directly supervises all staff in the National Hotline Member Services Division
Primary Program: National Suicide Prevention Lifeline
Reports to: Associate Project Director
Essential Duties and Responsibilities:
Supervise the ND Operations staff to ensure the 24/7 operation of the National Suicide Prevention Lifeline and its subnetworks
Coordinate with MHA-NYC IT team to ensure continuous operations and reporting capabilities and to maximize efficient connectivity and capacity to respond to client contacts (geo-location capabilities, telephony and chat software platforms, etc.)
Oversee the development of a plan to regularly test systems and ensure 24/7 access to hotline and chat programs.
Oversee a plan for Quality Improvement to review call/chat trends, troubleshoot concerns/complaints, and share data with MHA-NYC team, funders and other key stakeholders ensuring that all operational grant related program goals and objectives are measured, met and or exceeded
Oversee all related program subcontractors, including RFPs, contracts, deliverables and invoicing to ensure all performance metrics are met or exceeded
Supervise the Lifeline network response to suicidal individuals corresponding with the White House to facilitate prompt, appropriate outreach of designated center towards better ensuring the safety and care of the correspondent
Supervise the Member Services Staff in the development and execution of effective network membership recruitment and retention strategies to increase capacity for the Lifeline (including Spanish subnetwork) and Lifeline Crisis Chat. Work with funders and stakeholders to recommend sustainable models for Lifeline services.
Act as a project (and media) for Lifeline at conferences, meetings and committees, where indicated, re: efforts
Regularly review call/chat volume and connectivity reports to identify service gaps within states; continuously monitor states with low in-state answer rates and work with stakeholders to increase capacity
Work with key stakeholders (NASMHPD, AAS, NATCON NASCOD, CUSA, , SAMHSA Grantees, 211, AIRS, CARF, State Mental Health Directors) and other partners to engage new centers and promote funding; develop and disseminate reports for stakeholders as needed
Lead efforts to define and expand program knowledge and expertise and provide technical assistance to crisis centers related to capacity building and sustainability (funding streams, payment methods, efficiencies, etc.); develop and initiate a plan to collect and distribute related practices, policies, procedures and training tools; monitor relevant blogs and list-serves and promote Lifeline when applicable
Work with National Council and related to develop strategies for enhancing integration of crisis sevices into behavioral healthcare systems
Respond to inquiries from stakeholders for program data and information
Assist with grant writing, report writing and program conceptualization
Other duties as assigned
Required Skills:
Excellent verbal, written and computer skills
Courteous and professional manner
Experience and high degree of comfort with public speaking, including media interviews, presentations to senior level executives, public officials, and other key policy makers
Effective time management and organizational skills
Experience in program management and excellent supervisory skills
Strong customer-service orientation
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, positively influence others to achieve results that are in the best interest of the organization
Ability to be flexible and versatile in a changing work environment while maintaining effectiveness and efficiency
Ability to interpret and manage program budgets
Intermediate to advanced skills with MS Office, including Word, Excel, PowerPoint
Qualifications:
The ideal candidate will have:
Minimum of Master?s Degree in business administration, project management, public , counseling/social work or related field
Minimum 10 years of
Leadership experience in mental health/substance abuse care systems, and/or crisis services needed, especially in the non-profit or public health sector
Strong presentation and experience/comfort with public speaking needed
Experience in overseeing quality care, monitoring performance indicators for a program is strongly preferred
Knowledge of crisis services and operations a plus
Experience in building partnerships between crisis or health care entities, or growing membership in trade associations a plus
Knowledge and expertise public health issues such as capacity building and sustainability (funding streams, payment methods, performance efficiencies, etc.) preferred
Applicants should be comfortable working independently
Applicants must be willing to work in New York City or, as a secondary preference, Washington, D.C.
Job Type: Full-time
Required education:
Master's
Required experience:
Management: 10 years
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