Operations Monitor

Department: National Programs

Reports to: Manager of Network Operations        

Schedule Options: Tuesday–Saturday, 4:00 PM – 12:00 AM
Tuesday–Saturday, 11:59 PM – 8:00 AM (overnight shift)

Pay Range: $27.47 - $32.97

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.

Position Overview:

The Operations Monitor’s core responsibility is to oversee, track, and alert on the stability and status of the 988 Lifeline.  The Operations Monitor will be responsible for collecting, analyzing, distributing, and reporting on various data generated by the 988 series of networks. These include but are not limited to the 988 Lifeline phone networks (English, Spanish) and the 988 Lifeline chat and text network. The position will involve interactions with other departments within the 988 Lifeline and will help the Operations staff develop operations-oriented data solutions.

Duties/Responsibilities:

• Compile and report to relevant departments the data reporting requests and questions at regular intervals
• Monitor, use, and advise on internal data reporting tools provided to the operations department by the 988 Lifeline data and technical teams
• Develop an internal timeline of additional reporting for operational needs and analysis (for example, geographic reports based on region of the United States)
•  Manage the integration of new and updated data tools into operational systems internally
• Alert appropriate 988 staff when an impact on network stability is observed within specified parameters and timelines, based on the urgency and priority of the impact.
• Attend regular meetings with the 988 data team to stay abreast of internal changes and foreseeable external needs that will impact both departments
• Assist in the administration of 988 as it pertains to services provided over various technological modalities such as chat, SMS, etc.
• Support the 988 Operations team with chat/text/voice testing, monthly quality assurance testing, client reports, and additional tasks in line with the needs of the organization.
• Identify discrepancies or deficiencies in schedules and recommend necessary adjustments to manage ACD volumes and non-ACD activities to meet key performance indicators.
• Provide analytical support and recommendations for staffing resources to meet objectives such as service levels, by way of Queue Management.
• Monitor Pause Code activations, and counselor status and review daily productivity by shift and individual counselors.
• Assist with IT-related concerns by troubleshooting when necessary
• and other duties as assigned

Required Qualifications:
The candidate will have an interest in mental health/suicide prevention, some familiarity with the nonprofit sector, experience with technology, and an interest in a data-driven approach to operational improvement and design.

Preferred Qualifications:

The candidate will have experience with developing and implementing data reports and tools.  The candidate will hold a Bachelor’s degree.

• 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
• Advanced knowledge of Microsoft Excel
• Strong Functional analytical skills (Tracking, Trending, and interpreting results)
• Process Improvement skills in a call center environment
• Strong knowledge of call center metrics and systems.
   

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 the 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.

We determine base pay through a comprehensive review of skills, experience, education, certifications, geographic location, and other relevant factors. The range listed reflects the compensation parameters for the role and does not represent the full compensation package. A complete overview of compensation and benefits will be provided by the Talent Acquisition team during the hiring process.

Full time employees will be eligible for excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, employer paid disability insurance, employer paid life insurance, pre-tax FSA for medical and dependent care, and 401K available.

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 comes 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.