Operations Coordinator, Contracts

Department: 988 Program Operations

Reports to: Program Manager, Contracts

Location: Remote

Schedule: Monday - Friday; 9:00 AM - 5:00 PM (EST)

Pay Range: $30.11/hr - $37.00

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 Program Coordinator, 988 Program Operations - plays a critical role in supporting the effective implementation, monitoring, and continuous improvement of National services provided through the 988 Suicide and Crisis Lifeline network. This role involves close collaboration with internal teams, subaward partners, and national stakeholders to support hotline, digital, compliance, onboarding, and operational initiatives. Each coordinator may have a specialized area of focus while contributing to cross-functional projects and program-wide systems.

Duties/Responsibilities:

• Facilitate agreement development and coordination for Lifeline Network and Subnetwork Centers, ensuring alignment with funder and agency goals and compliance with deliverables, timelines, and reporting expectations.
• Assist in the development, review, and implementation of subawards and amendments, coordinating closely with internal 988 and Vibrant teams.
• Support and monitor the full lifecycle of Center and subrecipient engagement, including onboarding, offboarding, and maintenance of current agreements.
• Engage in the invoice and payment process for subnetwork partners, coordinating directly with the Finance team to ensure timely and accurate processing.
• Collaborate with Quality Improvement and Compliance teams to ensure key performance indicators (KPIs) are met and performance improvement plans (PIPs) are developed, monitored, and resolved.
• Review operational reports (daily, weekly, monthly) to identify trends, surface performance challenges, and inform programmatic decision making.
• Coordinate network wide and subnetwork level compliance monitoring efforts, including tracking Center insurance, accreditation, adherence to policy and reporting requirements.
• Support the development and execution of operational policies and procedures across the Network; provide documentation and training resources to ensure successful implementation.
• Plan and facilitate regular communication with Lifeline centers, including meetings to review service trends, troubleshoot issues, and communicate data insights. (team wide)
• Support the preparation and timely submission of reports to external funders and stakeholders (e.g., SAMHSA).
• Contribute to cross functional initiatives and projects, such as RFP processes, social media moderator coordination, and special service line operations (e.g., DDH, Spanish Services, Videophone).
• Participate in data collection and dashboard development efforts in partnership with technical teams; support data integrity, reporting variance resolution, and systems documentation (e.g., Tableau, VX, UP).
• Maintain professional and technical knowledge by tracking call center operations best practices; attending workshops; reviewing literature; and participating in professional networks.
• Collaborate regularly with the 988 Network Operations team to ensure effective agreement and program oversight, continuous quality improvement, and achievement of Lifeline's strategic goals.
• Represent the Lifeline at regional or national meetings, conferences, and advisory committees as needed; contribute to public knowledge sharing through discussion boards, blogs, and internal updates.
• Provide backup and cross coverage across program areas including Hotline & Digital Services, Implementation, Compliance, and Data as assigned.
• Perform other duties as assigned in support of the Lifeline network's success and resilience.

Required Skills/Abilities:

• Strong organizational, time management, and multitasking skills
• Excellent written and verbal communication skills
• High attention to detail and accuracy
• Effective problem solving and critical thinking abilities
• Ability to analyze and interpret data and performance trends
• Proven capacity to manage multiple projects and meet deadlines
• Strong public speaking, relationship building, and collaboration skills
• Proficiency with data platforms and administrative systems (e.g., Tableau, Salesforce, Submittable)
• Self motivated with a strong sense of accountability and follow-through

Required Qualifications:

• Bachelor's degree in public health, social work, nonprofit management, or a related field; or equivalent combination of education and experience
• Minimum 3 years of professional experience in program coordination, nonprofit operations, crisis services, or a related area
• At least 1 year of experience working with or interpreting program budgets
• Experience with subaward or partner oversight, including compliance monitoring and documentation tracking
• Familiarity with crisis lines, digital mental health, or behavioral health systems strongly preferred
• Experience collaborating across internal departments or cross functional teams (e.g., finance, quality improvement, data/IT)
• Proficiency with collaboration and task management tools (e.g., Microsoft Office, Slack, Asana)
• Experience in a grant funded environment preferred
• Bilingual (English/Spanish) a plus, especially for roles supporting multilingual service lines
• Demonstrated commitment to diversity, equity, and inclusion in program implementation and team engagement

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 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.