If you are mission driven and want to help the lives of people in our community, we have a place for you on our Team!

The 988 Coordinator oversees the 988 Specialist staff and 988 Volunteer participants who respond to the Helpline’s 24/7 National Suicide Prevention Lifeline (NSPL) calls. The 988 Coordinator is responsible for the day-to-day operations, including staff and volunteer coverage of the calls received through the NSPL. This role acts as the primary point of contact and supervisor of the staff and volunteer network and includes recruiting, training, and promoting 988 staff and 988 volunteer opportunities and broader New Vista services to the community. The 988 Coordinator fosters collaborative relationships and teamwork within the Helpline, the organization and with community partners through trainings, education and volunteer outreach. The 988 Coordinator thinks outside the box and promotes a “no wrong door” approach – that any program a client enters can provide a universal gateway to enter any New Vista Services. The 988 Coordinator is a positive team player that promotes a culture of inclusion and participation.

Required Education and Experience

1. Bachelor’s degree in a behavioral health field (psychology, social work, counseling, etc.) or in a customer-service related field (communications, marketing, customer service management, public/customer relations, community and leadership development, etc.)
2. Must have a valid driver’s license, reliable operating transportation, and proof of current auto insurance

Preferred Education and Experience

1. Experience/education related to mental health, suicide, and/or substance use
2. Experience with customer service, particularly interactions with customers by phone
3. Experience as a supervisor or manager
4. Experience in volunteer management and recruitment
5. Working knowledge of databases and basic computer operations

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Oversee the operations of the National Suicide Prevention Lifeline (NSPL) and 988 transition
2. Supervise and maintain the schedule of all 988 Specialist staff and 988 Volunteers, ensuring adequate coverage for the NSPL
3. Work collaboratively with key team members (including other Emergency Services staff and the Volunteer and Placement Coordinator) to recruit, develop and implement the orientation and onboarding for 988 Specialist staff and 988 volunteers ensuring integration of NSPL functions into the larger team
4. Foster a collaborative approach among the 988 Specialist and 988 Volunteer Team and across service lines to provide the best care and create a seamless experience for each client embracing the “no wrong door” philosophy
5. Approach the NSPL call center with innovation, thinking outside the box to create a better experience for callers who may need other New Vista and/or community services
6. Create a supportive environment for 988 Specialist staff and 988 Volunteers by identifying Relias and Lifeline Network Resource Center trainings, development opportunities and developing key policies and procedures
7. Identify key data to be collected that fulfills NSPL required reports as well as information that represents the broader impact and NSPL intervention outcomes
8. Support volunteers as they screen calls for risk, provide crisis counseling, coordinate emergency services, schedule first time appointments and emergency appointments for existing clients
9. Evaluate function of the NSPL and identify opportunities to become more efficient, effective and impactful
10. Participate in planning meetings for the 988 transition and help create policies, procedures and trainings for staff and volunteers to create innovative approaches to engage callers and integrate services

While we welcome all to apply, there are some position specific background stipulations that must be met to comply with various regulatory and contractual requirements.

New Vista prohibits discrimination and harassment against any applicant, employee or contractor based on sex, race, color, age, national or ethnic origin, religion, physical disability, mental disability, genetic information, marital status, sexual orientation, gender identity or expression, citizenship, pregnancy or maternity, protected veteran status, or any other basis prohibited by applicable federal, state or local law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, working conditions, promotion, termination, layoff, recall, transfer, leaves of absence, wage and salary administration, employee benefits and training. It is also the company’s policy to prohibit all forms of retaliation against any individual who has complained of harassing or discriminatory conduct, encouraged another to complain, participated in an investigation into such complaints, or opposed unlawful discrimination.