Peer Manager Job at Vibrant Emotional Health
Vibrant Emotional Health Remote
$75,000 - $85,000 a year
Position Title: Peer Manager
Salary Range: $75,000 - $85,000
Department: H2H Connect Contact Center
Reports to: Program Manager
Location: Remote
Schedule: Evening/Overnight
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.
Position Summary: The Peer Manager serves as the primary supervisor for Peer Support Supervisors and provides direct support and operational oversight. The Peer Manager ensures best-in-class standards are maintained through consistent supervisory supports and ad hoc consultation on each shift. The Peer Manager will manage supervisors to meet and exceed performance metrics and service level expectations.
Duties/Responsibilities:
- Provide ongoing administrative, operational, and technical supervision to peer support supervisors; review application of peer skills, provide coaching where necessary, identify areas of improvement, and make recommendations for remediation.
- Review peer supervisor availability for high quality and ad hoc consultation.
- Manage supervisor documentation and communication around peer support specialist performance as well as shift details.
- Ensure compliance of peer supervisors with biweekly individual supervision requirements.
- Work with program senior leadership to ensure efficient dissemination of all policy and program changes and assist with implementation of new programs.
- Collaborate with training, operations, and quality improvement department to ensure superior peer support services.
- Ensure peer support supervisors completion of contact monitoring for quality improvement and training purposes.
- Coordinate and manage regular communications with internal and external partners relevant to program.
- Recommend program design modifications as needed to ensure program supports innovations in mental health and best practices in peer support services.
- Supports contact center human resource objectives by participating in the recruitment of Peer Support Supervisor(s) and Peer Support Specialist(s).
- Maintain responsibility for meeting service levels and ensure efficient operations during all shifts.
- Answer contacts as necessary to maintain service levels during call volume surges, staffing shortages, and/or when otherwise needed to maintain service levels.
- Monitor and track certification progress of peer support specialists to ensure compliance with funder requirements.
Required Skills/Abilities:
- Must be certified as a Peer Support Specialist, Peer Advocate or Family Advocate through NYS Office of Mental Health (OMH) and/or NYS Office of Alcohol & Substance Abuse (OASAS).
- Fluency in the English language, both oral and written. Fluency in Spanish, or another language is a plus.
- Courteous, empathic, and professional manner.
- Motivational interviewing skills.
- Active listening skills to establish working alliance with callers/visitors and Peer Support Specialists.
- Knowledge of mental health systems in the New York metropolitan area.
- Efficiency with information-gathering, problem-solving, and conflict-resolution.
- Superior communication skills to convey information clearly, accurately, and completely.
- Ability to maintain professional demeanor when handling crisis and abusive contacts.
- Superior supervisory skills, as evidenced by effective time management and multi-tasking.
- Ability to work efficiently in a team and independently.
Required Qualifications:
- Full Peer Certification through NYS Office Of Mental Health (OMH), NYS Office of Addiction Services and Support (OASAS) or Mental Health America.
- Three years experience as a Peer Specialist/Advocate, and preferably with administrative/supervisory duties.
- Crisis intervention and/or mental health information and referral services experience a plus.
- Copy of peer certification required by date of hire.
Excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, pre-tax transit/parking, pre-tax FSA for medical and dependent care, and 401K available. 4 weeks’ vacation, plum benefits, etc.
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 come 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.
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 come 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.
VIBRANT EMOTIONAL HEALTH DOES NOT CHARGE A FEE AT ANY STAGE OF THE RECRUITMENT PROCESS (APPLICATION, INTERVIEW MEETING, PROCESSING, OR TRAINING). VIBRANT DOES NOT CONCERN ITSELF WITH INFORMATION ON APPLICANTS’ BANK ACCOUNTS NOR WILL YOU BE REACHED OUT TO FOR SENSITIVE INFORMATION BY EMAIL OR PHONE DURING THE RECRUITMENT PROCESS.
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