Associate Vice President, Crisis Line

Associate Vice President, Crisis Line

This is a hybrid position with two days a week on-site required. You have the option to elect into a 9/80 flex work schedule.

The pay range for this role is $165,808.14 - $190,679.31 annually.

Ask us about loan repayment programs you may qualify for by working at Didi Hirsch.

About Didi Hirsch

Didi Hirsch Mental Health Services has been a national leader in whole-person mental health, crisis care, and substance use services since 1942 and is home to the nation's first Suicide Prevention Center. We are a nonprofit organization providing care to about 270,000 people annually across our programs. Didi Hirsch has deep roots in community-based mental health and a commitment to providing culturally responsive services that are just and equitable. More than 1,000 dedicated employees and volunteers make Didi Hirsch's work possible.

Summary

Program Leadership

• Provides strategic direction and leadership for all crisis hotline services within the Suicide Prevention Center, ensuring excellence in client care and staff performance.
• Identifies program challenges, identifies strategic solutions and drives implementation.
• Leads strategic growth of crisis line services, ensuring alignment with community needs and organizational sustainability goals. Develops strong partnerships with agencies and key stakeholders to grow the crisis line programs.
• Provides leadership to program staff, ensuring that all services meet or exceed contractual performance goals; ensures delivery of services in accordance with contracted guidelines and Didi Hirsch philosophies.
• Champion clinical excellence, innovation and continuous quality improvement.
• Identifies opportunities to increase the visibility, reputation and growth of crisis hotline services. Represents the Agency locally, statewide and nationally at meetings with other private and public agencies and serves on relevant committees, boards, etc. Acts as a spokesperson for the program at public speaking engagements, events, conferences, media interviews, and policy/advocacy engagements, etc.
• Evaluates new service lines, clinical models, and innovations to meet community and organizational needs.
• Oversee change management activities by guiding leaders and teams through complex transitions, developing communication and readiness strategies, and ensuring employees are supported, informed, and equipped to successfully adopt change.

Management

• Forms a highly effective team to accomplish short- and long-term goals for the department.
• Oversees the hiring, orientation, training, supervision and evaluation of the Crisis Contact Center Directors and Senior Directors including the Crisis Line Clinical Team, Crisis Line Operations and Workforce Management Team, Crisis Line Training and Community Engagement Team and Teen Line.
• Oversees the development of program clinical and operational policies and procedures designed to improve quality, meet accreditation requirements and/or meet client needs more effectively.
• Mentors and trains directors to develop individual plans that focus on program effectiveness and management skills. Ensures resources and systems are in place to support the training and continuous learning of staff.
• Performs managerial duties to include interviewing applicants for employment; assigning and reviewing progress of assignments; managing cross-team projects to completion, managing performance and recommending salary increases; and developing higher levels of expertise in staff members by encouraging further education, participation in seminars and providing learning opportunities within the Agency.
• Delegates decision-making and responsibility to the appropriate level, provides the necessary information and direction for success.
• Leads/participates in relevant committees; coordinates and acts as liaison with other agencies.

• Collaborates with the Finance and Development Departments in the development of major grant/contract proposals; participates in negotiations with funding agencies.
• Partners with Finance Department to prepare annual budgets and contract agreements; regularly reviews and approves adherence to budget including major expenditures to ensure budget compliance.
• Monitors contract performance; reviews monthly and annual financial statements, making plans for correction as needed; interprets and reports results to executive leadership as appropriate.
• Ensures that program staff efficiently utilize financial resources while maintaining commitment to quality service when requesting and purchasing program equipment and supplies.

• Establishes and maintains an on-going evaluation of crisis line clinical and operational effectiveness in accordance with program/contractual requirements, accreditations, best practices and agency strategic planning, balancing clinical quality with costeffectiveness and operational performance.
• Reviews documentation, KPI dashboards, and status reports prepared by program staff to ensure all legal, contractual, and revenue-generating reports meet or exceed required Agency and applicable regulatory agencies' standards.
• Oversees crisis line clinical services, including but not limited to
  
  
  
  • Fidelity to model(s)/evidenced based practice(s) (EBPs).
  • Compliance with federal, state, and accrediting body requirements.
  • Ensuring an iterative process of clinical training and quality assurance.
  
  
  
  
• Oversees crisis line operations, including but not limited to:
  
  
  
  • Ensuring a strategy for growth that meets the demands of programs using best practices for contact center workforce management.
  • Overseeing a strategy for regularly forecasting volume and adjusting staffing models based on data and practices within the center.
  
  
  
  
• Manages the development and implementation of reporting methods consistent with the Agency's procedures and contract requirements to ensure that data and other information gathered are accurate and reported in a timely manner.
• Implements and enforces appropriate disciplinary mechanisms when violations are detected; establishes reasonable steps to respond appropriately to the violation and to prevent similar violations in the future.
• Attends, participates, leads and/or facilitates routinely scheduled meetings as requested or required.