Assistant Director, Programs

Assistant Program Director of 988 Programs

Vibrant Emotional Health’s Contact Center (Here2

Help 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 hotlines, including New York City’s 988, 988 National Chat and Text Backup and 988 Capital Region. 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.

Base pay range: $92,000.00/yr - $/yr.

Are you ready to make a difference every single day? Join us as the Assistant Program Director of 988 Programs and help lead the future of mental health crisis care! In this high-impact role, you’ll partner with the AVP to drive innovation, strengthen partnerships, and elevate the reach of our 988 Programs. You’ll take the lead in coordinating transformative peer support and follow-up services — ensuring that every person in crisis receives the compassionate, life‑changing help they deserve.

• Participate in planning and implementing projects or activities related to all 988 services and lines of business to ensure that goals, objectives, and outcomes are accomplished within the prescribed time frame and funding parameters.
• Participate in regular program‑related communications with internal and external key stakeholders to build alliances in the program service area.
• Ensure efficient dissemination of all policy and program changes including but not limited to, system updates, documentation standards, and required training.
• Collaborate on the implementation of new programs and lines of business within NYC
  988 Services.
• Recommend program design modifications as needed to ensure the program supports innovations in mental health.
• Provide leadership, motivation, direction, and appraisal to direct reports.
• Monitor key performance indicators and evaluate issues pertaining to program compliance and quality assurance including ensuring ongoing validity and credibility of program metrics.
• Complete required and ad hoc reports as required by partners and relevant stakeholders.
• Other duties as assigned.

• Strong knowledge of New York City’s geography/demographic, including its boroughs, neighborhoods, and local community structures.
• Familiarity with community dynamics and borough‑specific resources to ensure high‑quality, relevant, and cohesive support for the communities we serve.
• Knowledge of health and behavioral health care system nationwide and globally, a plus.
• Experience and knowledge of contact center operations.
• Ability to work with senior‑level executives, key policy makers, decision makers, and influencers.
• Courteous and professional manner.
• Excellent problem‑solving skills.
• Superior ability to communicate information both written and verbally, to employees/ customers/ clients clearly, accurately, and completely.
• Documentation and report writing skills, including policies and procedures, management reports, etc.
• Effective time management and good organizational and interpersonal skills.
• Ability to work well in a high‑pressure and fast‑paced environment.

• Identifies risk within the department and determines best practice solutions.
• Consults with other members of senior staff on short‑term and long‑term projects and is the lead on all implementations.
• In‑depth analysis and consensus‑building, subject to review by other members of senior management.

• Oversees all projects within their department.
• Recommends policies and procedures to guide program or departmental performance.
• Regulatory compliance with state and federal requirements.

• Supervisory skills, as evidenced by effective time management and multitasking.
• Responsible for leading and managing a team, including setting performance goals, providing feedback and coaching, and addressing performance issues as needed.
• Proven leadership ability and a track record of having created highly collaborative, high‑performance multi‑team environments.