Vibrant

Manager

• oversee day to day operations of functions relating to Single Point of Access for Mobile Crisis referrals in NYC
• ensure compliance with contractual requirements, accreditation standards and regulatory guidelines related to mobile crisis referrals and telephonic crisis triage
• coordinate and manage regular communications and outreach with internal and external stakeholders relevant to the program
• coordinate with Information Technology department to ensure technical infrastructure and applications related to Mobile Crisis referrals operate efficiently and meet program needs
• provide ongoing clinical, administrative, and technical supervision to direct reports; review application of clinical skills
• ensure compliance of direct reports with relevant training and supervision requirements
• complete and review monthly reports related to mobile crisis referrals to identify trends and inform programming needs

Manager, Mobile Crisis

Director

• Direct, strategize, and organize continuous quality improvement activities for contact center systems (specifically Lifeline/988) through program(s) performance monitoring, operational audits, internal and external data analysis, and the production of regular, timely, performance reporting.
• Ensure quality improvement efforts are sustained and continuously enhanced across all 988 service modalities including voice calls, chat, text, and videophone to maintain consistent high-quality clinical services.
• Audit/review department, program, and agency business practices and provide recommendations to ensure improvement of processes and overall quality of service.
• Act as a representative and spokesperson at meetings, conferences, and events, and in communications with network centers, SAMHSA, and other partners, as needed.

Director – Quality Monitoring

• Develop and implement quality improvement initiatives to enhance outcomes, and increase safety, and satisfaction across the 988 Lifeline Network.
• Collaborate interdepartmentally and with 988 QI Managers and Specialists to identify areas for 988 network service improvement and develop strategies to address them.
• Monitor and evaluate the effectiveness of 988 quality improvement initiatives and provide regular reports to senior leadership.
• Develop and implement internal training programs to educate Vibrant and QI staff on quality improvement initiatives and best practices.
• Work with QI Managers and QI specialists to collect, analyze, and report KPIs (Key Performance Indicators), outcome reports for external funders (SAMHSA, Vibrant, Board Reports, Committee Reports, etc.), and other data on consumer outcomes, complaints, critical incidents, and satisfaction promptly.
• Manage investigations and analysis of 988 Lifeline complaints with a particular focus on the failure of 988 Lifeline centers to adhere to recommended best practices, mandated policies, or procedures.
• Stay up to date on trends and best practices in crisis intervention and quality improvement.
• Foster a culture of continuous improvement by ensuring Vibrant and QI staff participate in quality improvement initiatives and promote open communication.
• Develop and maintain relationships with external partners, such as 988 Lifeline Centers, and funding agencies like SAMHSA to ensure compliance with contractual obligations and clinical standards.
• Manage a team of quality improvement managers and specialists by providing guidance and support to ensure their ongoing success for themselves and Vibrant.

Senior Manager, Quality Improvement

Vice President

• Responsible for driving engagement at the center, system, and potentially state levels
• Provide oversight of wellness initiatives and ensure progress on a robust crisis care continuum
• Lead teams responsible for all components of seamless end-to-end network operations
• Identify and implement operational enablers to optimize network performance
• Drive visibility into day-to-day operations across the 988 network
• Monitor execution and progress of department performance as it relates to grant expectations and strategic priorities

AVP, Network Engagement

Administrative Assistant

• Provides detailed, organized hands-on administrative support using established, transparent, systematic procedures for the 988 Lifeline executive leaders and their teams
• Conducts scheduling and calendar management support for the 988 Lifeline executive leadership
• Supports the 988 Administrative Manager with all 988 Lifeline executive leadership credit card account reconciliations
• Collaborates with the Finance team according to Finance protocols and monthly deadlines
• Collects receipts, codes and reconciles monthly credit card statements for the executives
• Delivers travel logistics support for the executives, including flights and hotel accommodations
• Organizes and tracks all executive travel on the 988 administration team’s Asana board
• Takes meeting minutes and distributes

Quality Specialist

• Assist with the development, coordination, and implementation of a formal quality improvement plan across a large network of crisis centers to achieve quality improvement goals
• Support with monitoring internal QI activities and ensure adherence to all funder and agency QI goals; ensuring all deliverables are met
• Support with ensuring all QI/Outcome reports for external funders/stakeholders (SAMSHA; Vibrant QI Report; Board Reports, Committee Reports, etc.) are completed promptly
• Assist with monitoring, analyzing, and reporting on performance, and support with developing strategies for improvement
• Coordinate and support with leading regular program QI meetings to review program outcomes/deliverables/KPIs
• Collaborate with other departments to develop proactive QI activities to ensure member crisis center’s compliance with contracted Lifeline operational and clinical KPIs
• Conducts analysis and investigation of claims/complaints/grievances against their organization or crisis centers, including failure to adhere to recommended best practices or mandated policies and procedures
• Conducts data collection, utilizing analysis and measurement skills to set key performance indicators and measure progress
• Works cohesively alongside a team of Quality Improvement Specialists
• Prepares written reports, assembles data, and develops charts and graphs representing key performance indicators and other data
• Performs other duties/responsibilities, as assigned, within the scope of the position.

Quality Improvement Specialist

• Own and drive the product strategy and multi-year roadmap for the H2H Pod, aligning closely with CTO, Engineering, and cross-functional colleagues.
• Lead a team of product managers, providing mentorship, direction, and a culture of rigorous product thinking and user-centeredness.
• Translate mission priorities and partner needs into clearly defined product requirements, OKRs, and delivery milestones.
• Partner with Engineering leadership to ensure agile, iterative delivery against roadmap commitments.
• Serve as the primary product voice in executive conversations, board presentations, and federal partner engagements.
• Define and govern product metrics frameworks — ensuring outcomes are measurable and tied to crisis services impact.
• Drive vendor and platform evaluation decisions in collaboration with Enterprise IT and Data leadership.
• Champion accessibility, equity, and trauma-informed design principles across all product initiatives.
• Other duties as assigned.