Remote New

Director, Crisis Services

Vibrant Emotional Health
$116,000 - 167,000
401(k)
United States
Sep 20, 2025
Position Title: Director, Crisis Services Salary Range: $116,000 - 167,000 Department: H2H Connect Contact Center Reports to: Assistant Vice President of H2H Location: Remote Schedule: M-F, 35 Hours (Full-time) New hires are typically brought into the organization between the minimum to midpoint of the salary range posted depending on qualifications, internal equity, and the budgeted amount for the role. 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. Vibrant Emotional Health's Contact Center (Here2Help Connect) is at the cutting edge harnessing new technologies to expand methods in which consumers can receive clinically sound behavioral health services. H2H Connect* operates various helplines, 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 we expect this number to continue to grow. Position Overview: The Director, Crisis Services oversees the operational effectiveness, quality assurance, and staff readiness of H2H's crisis helplines and related services. This role ensures call center operations run smoothly and consistently, aligning workflows, staffing practices, and training programs with national standards and organizational expectations. Duties/Responsibilities: Provide strategic leadership for H2H Connect Contact Center helplines, including NYC 988, ensuring clinically sound, consumer-focused services. Drive organizational growth and operational efficiency, aligning core helplines and services to operate seamlessly and consistently. Partner with senior leaders to reduce variability, strengthen cross-functional collaboration, and improve service interactions and outcomes. Establish and uphold standards of care, training, supervision, referrals, and peer support across all helplines. Supervise and coach direct reports, fostering high performance, accountability, and alignment with organizational goals. Lead the design and execution of training strategies in partnership with the Center for Learning & Development, including onboarding, continuing education, and compliance requirements. Ensure all training reflects best practices in crisis intervention, suicide prevention, and industry guidelines. Build systems to evaluate training effectiveness, integrating staff feedback and data-driven insights into program refinement. Coach supervisors and frontline staff on crisis intervention standards, de-escalation, risk assessment, timeliness, and data integrity. Promote a community of practice around suicide prevention and crisis response, creating forums for knowledge-sharing and collaboration. Partner with Quality Improvement, Compliance, and Equity & Belonging teams to integrate standards into daily practice. Leverage data and key performance indicators to drive decision-making and improve service quality and crisis outcomes. Advance equity and culturally responsive care throughout all levels of service delivery. Champion the use of innovative technologies to expand access and enhance the efficiency and scalability of H2H Connect Contact Center services. Other duties as assigned. Required Skills/Abilities: Proven ability to lead performance management, staff development, and team coaching in alignment with organizational goals. Demonstrated expertise in designing, delivering, and refining training strategies that incorporate onboarding, continuing education, and compliance requirements. Strong knowledge of crisis intervention and suicide prevention best practices, with the ability to translate standards into daily operations. Skilled in developing and implementing systems to evaluate training effectiveness, using data and staff feedback to drive improvements. Experience building and sustaining high-quality contact center operations, including consistency of standards, service quality, and contractual compliance. Commitment to advancing equity and culturally responsive practices across all levels of service delivery. Required Qualifications: Master's degree required; advanced degree (Ph.D., Psy.D., MPH, MPA, MSW, or related field) preferred. 5+ years of leadership experience in mental health, behavioral health, or crisis services, with direct oversight of teams or programs. Proven ability to develop and execute strategic and operational plans across departments. Skilled in building collaborative relationships with senior leaders, funders, and cross-functional teams. Demonstrated success managing budgets, allocating resources, and prioritizing initiatives to achieve results. Strong communication and presentation skills with diverse stakeholders. Track record of building and leading high-performing teams with accountability and continuous improvement. Excellent problem-solving, organizational, and time management skills. Proficiency with common software applications and contact center technologies. Commitment to equity, culturally responsive care, and suicide prevention. 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. Excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, pre-tax transit/parking, pre-tax FSA for medical and dependent care, and 401K available. 4 weeks' vacation, plum benefits, etc. 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 come 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."