Operations Coordinator – Chat & Text  

Salary Range: $65000K – $75000K

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

Please attach a Cover Letter

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.

The 988 Suicide and Crisis Lifeline (Lifeline) is a program administered by Vibrant. The Lifeline in a national network of over 200 independently owned crisis call centers (Network Centers) across the country.

Position Overview:
The Operations Coordinator – Chat & Text is responsible for supporting Lifeline network centers who are providing crisis and suicide prevention services over digital and online technologies (chat, text, etc.) This position requires frequent interaction with Lifeline network centers and leaders in the suicide prevention and crisis center communities.


  • Coordinate operations for Lifeline centers who provide crisis support over digital, online, or related modalities (including chat, text, Crisis Services Over Messenger, etc.).
    • Onboard new centers into the 988 Chat & Text Network
    • Support centers with understanding and utilizing available technology, data reports, and Vibrant-provisioned tools related to chat and text services
    • Monitor 988 Chat & Text network health
    • Develop and complete monthly reports
    • Liaise between 988 Chat & Text centers and other relevant Vibrant teams
  • Develop and provide regular communications to 988 Chat & Text centers, including weekly emails, monthly operational meeting content, and sending network-wide communications in the event of system updates or outages
  • Work with other Vibrant teams to provide accurate and complete information to Operations team and Lifeline network centers
  • Represent Lifeline at major national or regional conferences and advisory committees that will enhance Lifeline’s recognized leadership in best practices
  • Respond to emails from Lifeline’s public website, including user complaints
  • Other duties as assigned

Required Skills/Abilities:

  • 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
  • Intermediate to advanced skills with MS Office, including Word, Excel, PowerPoint

Required Qualifications:

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