Peer Manager

Position: Peer Manager

Salary Range: $69,100 - 92,600

Department:H2H Connect Contact Center
Reports to:Assistant Program Director, NYC 988 Services
Location: Remote
Schedule: Full-time; 11pm - 7am Monday - Friday EST

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.

Vibrant Emotional Health's Contact Center (Here2Help Connect) is our cutting-edge, multi-channel contact center providing immediate access to care and life-saving support through text, calls, and webchat-24/7/365. H2H Connect operates various hotlines, including New York City's NYC 988 (& Peer Support Warmline), New York State's HOPEline, the Capital Region 988 Suicide and Crisis Lifeline, among others. H2H Connect continues to grow as new managed care arrangements and new technologies make it possible to reach more people in distress through more channels. The contact center currently provides crisis intervention, peer support and information and referrals to over 40,000 people every month, and we expect this number to continue to grow.

Position Overview:

The Peer Manager provides leadership and operational oversight to Peer Supervisors, ensuring high-quality services that uphold peer support values, professional standards, and organizational expectations. The role promotes a recovery-oriented, person-directed, trauma-informed, and culturally responsive approach that honors lived experience, mutuality, and self-determination. The Peer Manager is accountable for effective team leadership, staff development and well-being, and service performance while maintaining the integrity of nonclinical peer support.

Duties/Responsibilities:

• Provides ongoing administrative, operational and technical supervision to Peer Supervisors, reviewing application of peer skills, providing coaching where necessary, identifying areas of improvement and making recommendations for remediation.
• Responsible for managing, assisting and supporting Peer Supervisors and staff during shift.
• Manages supervisor documentation and communication around Peer Support Specialist performance as well as shift details.
• Ensures compliance of Peer Supervisor's biweekly individual supervisions with Peer Support Specialists.
• Collaborates with Training, Workforce Management (WFM)/Operations, Crisis Services and Quality Improvement departments to ensure superior peer support services.
• Ensures Peer Supervisors complete interaction monitoring for quality improvement and training purposes.
• Answers helpline calls as necessary to maintain service levels during call volume surges, staffing shortages, and/or when otherwise needed to maintain service levels.
• Monitors and tracks peer certification progress of Peer Support Specialists to ensure compliance with funder requirements.
• Ensures program aligns with Peer Support Core Values and National Peer Support Practice Guidelines for Peer Specialists and Peer Supervisors.
• Creation of Peer Support training materials and the live, virtual delivery of training sessions.
• Other duties as assigned.

Required Skills/Abilities:

• Active listening skills to establish working alliance with help seekers and Peer Support Specialists.
• Efficiency with information gathering, problem-solving, and conflict-resolution.
• Superior communication skills to convey information clearly and concisely.
• Ability to maintain professional demeanor when handling crises and abusive contacts.
• Superior supervisory skills, as evidenced by effective time management and multitasking.
• Ability to work efficiently in a team and independently.

Required Qualifications:

• Must be a Certified Peer Support Specialist, Certified Recovery Peer Advocate (CRPA) or Certified Recovery Peer Advocate-Family (CRPA-Family) through NYS Office of Mental Health (OMH) and/or NYS Office of Addiction Services and Supports (OASAS).
• 3+ years of experience as a Peer Specialist/Advocate, and preferably with demonstrated experience coaching, supervising, or leading peer staff, or equivalent leadership experience.
• Fluency in the English language, both verbal and written.
• Fluency in Spanish, or another language is a plus.
• Knowledge of mental health systems in the New York metropolitan area.
• Crisis intervention and/or mental health information and referral services experience a plus.
• Copy of peer certification required by date of hire.

Physical Requirements:

• Stationary Position: Must be able to remain in a stationary position (sitting or standing) for prolonged periods (typically 75% to 100% of the workday).
• Equipment Interaction: Constantly operates a computer, keyboard, mouse, and other office productivity machinery.
• Communication: Frequently communicates with internal/external stakeholders and team members via video conferencing, phone, and chat applications; must be able to exchange accurate information in these situations.
• Visual Acuity: Required to visually review digital documents or data on a computer monitor for extended durations.

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.