Operations Coordinator, Contracts

About the role

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.

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.
• Aid 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.
• Collaborate in 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.
• 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.

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.
• 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.