Job Description

Job Title: Compliance Manager – H2H Contact Center

Department: Corporate Compliance

Reports to: Director of Compliance-Community Services and Contact Center

Location: Remote

Travel Requirements: 10%; Capable of traveling to all NYC boroughs

FLSA: Exempt

Effective: 8/1/24

Salary Range: $76,000 – $87,000

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 Overview:

The Compliance Manager is responsible for assisting the Compliance Department with various activities to address the needs in meeting the ongoing regulations, objectives, and metrics for Vibrant Emotional Health Contact Center Operations; including, NYC988, HOPEline, NFL Lifeline, Fidelis, BRAVEline, and other contact center programs. In this role, you will help to coordinate and support the implementation of the agency’s compliance plan that addresses all applicable state and federal rules, regulations, and statutory requirements. The manager will supervise the Contact Center Compliance team to implement and execute strategies to exceed industry standards.

Duties/Responsibilities:
Supervise a team of compliance generalists that oversee all Contact Center activities.
Assist in the creation and management of a detailed agency-wide compliance program
Work alongside H2H, Managers to craft and implement policies, procedures, and work plans.
Support the compliance team with internal and external audits and reviews of systems, records and processes to ensure compliance with regulatory guidelines and funder requirements and oversee the completion of auditing practices
Ability to identify, manage and create projects based on program or compliance department need
Collaborate with managers throughout H2H, including support department managers within the agency, to develop program plans as well as identify areas in H2H in need of improvement.
Conduct investigations as assigned and complete thorough investigative reports regarding but not limited to complaints, grievances and other incidents
Attend Internal and external committee meetings as needed.
Other similar duties, as assigned
Required Skills/Abilities:

Decision Making:
High level of integrity and ethics
Ability to work collaboratively with staff, residents, families, service providers and others
Evaluate/interpret information and make independent judgment/decision
Critical knowledge of current compliance regulations and protocols
Ability to remain calm and composed under stress
Scope of Responsibility/Accountability
Ability to appropriately provide open, critical and honest feedback
Superior documentation and report writing skills
Meticulous attention to details and self-starter
Knowledge of Federal regulations, specifically SAMHSA
Advanced skills with MS Office Suite
Managing/Directing Work (if applicable)
3+ years supervising and managing a team
Superior communication skills to convey information in various forms
Physical and Sensory Requirements
· Mostly sedentary work; using standard office equipment including a computer, keyboard, and telephone
· Ability to remain calm and composed under stress

Required Qualifications:
Bachelors Degree, Masters Preferred.
Minimum 3 years of experience in the compliance field, preferably in the human service field.
5+ years working in the human services industry
3+ years of experience in behavioral/mental health or healthcare auditing
3+ years of experience in crisis contact center
Fluency in the English language, both oral and written
Fluency in Spanish or another language is a plus.
Experience working in a crisis contact center is highly favorable.

Recruitment declaration:

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 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”

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Health insurance
Dental insurance
401(k)
Flexible spending account
Vision insurance

Health insurance

Spanish
Report writing
Writing skills
English
Mid-level
Remote
Microsoft Office
3 years
Master’s degree
Health insurance
Dental insurance
401(k)
Flexible spending account
Supervising experience
Bachelor’s degree
Team management
Travel
Vision insurance
Communication skills