Remote Operations Coordinator Chat and Text

Note: Remote status will be considered for applicants that live outside of the NY tri-state area

Our client is a recognized leader in the emotional health field, providing much needed services in a variety of settings.  Whether through advocacy, education, innovation, therapy referral services, community programs, crisis and support helplines, emotional wellness awareness or emotional crisis preparation and management, our client relies on its purpose driven approach to help others who are struggling.  With strict adherence to core values that promote dignity, respect, and mental and emotional wellbeing for all, our client seeks individuals who align with their mission and want to make a difference, providing care and support, one person at a time. 

Position Objective:  The Operations Coordinator (Chat and Text) is responsible for managing and providing support to crisis helpline's network centers who are primarily providing crisis and suicide prevention over digital and online technologies (chat, text, etc.). This position requires frequent interaction with crisis helpline network centers and leaders in the suicide prevention and crisis center communities. 

Reports to: Program Manager – Network Operations

Essential Duties and Responsibilities:

•    Coordinate operations for crisis helpline centers who provide crisis support over digital, online, or other related modalities (including chat, text, Crisis Services Over Messenger, etc.)
•          Manage subcontractors, providing ongoing support and oversight; facilitate regular conference calls; ensure each subcontractor has a liaison who will be responsible for maintaining quality programming; compile invoices
•         onboard new centers into the network
•         Collaborate and coordinate center technical issues with IT staff
•        Develop & complete monthly reports
•        Provide operations support to crisis helpline centers (w/focus on software, platforms, and technical assistance)
•  Communicate with centers on related topics regularly; update centers via different modalities including Facebook, Slack, Network Resource Center, and other related communication methods
•  Work with other teams to provide accurate and complete information to operations team and crisis helpline network centers and help develop and test tools for both internal and external stakeholder use
•  Monitor relevant blogs and listservs and promote crisis helpline when applicable
•   Represent crisis helpline at major national or regional conferences and advisory committees that will enhance crisis helpline’s recognized leadership in best practices in Clinical Technologies
•  Respond to emails from public website including user complaints and inquiries
•    Other duties as assigned

Required Skills:

• Excellent verbal, written and computer skills
• Strong analytical skills; ability to problem solve
• Courteous and professional manner
• Effective time management and organizational skills
• Ability to create work for self and identify areas of need and opportunity as appropriate
• Strong customer-service orientation
• Ability to work cooperatively and effectively with others
• Ability to be flexible and versatile in a changing work environment while maintaining effectiveness and efficiency
• Intermediate to advanced skills with MS Office, including Word, Excel, PowerPoint

Qualifications:

The ideal candidate will have an interest in mental health/suicide prevention, some familiarity with the nonprofit sector, comfortability with and an interest in technology and systems work, and a bachelor or master’s degree.

Please attach Cover Letter

We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex, sexual orientation, gender (including gender identity and expression), marital or familial status, age, physical or mental disability, perceived disability, citizenship status, service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state, or local law. Applications from members of minority groups and women are encouraged.