Full-Time

Quality Improvement Specialist

H2H

Updated on 9/12/2026

Vibrant Emotional Health

Vibrant Emotional Health

501-1,000 employees

Mental health advocacy and crisis support

Compensation Overview

$40.88 - $44.07/hr

New York, NY, USA

Hybrid

Hybrid role in the NYC area; on-site attendance may be required for funder activities, stakeholder meetings, and operational needs.

Bachelor's, Master's

Category
Risk & Compliance (1)
Required Skills
Microsoft Office
Data Analysis
Excel/Numbers/Sheets
PowerPoint/Keynote/Slides

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Requirements
  • Knowledge of local, state, and federal regulatory guidelines for clinical practice.
  • Efficiency with information-gathering.
  • Ability to provide meticulous oversight and evaluation with attention to detail.
  • Superior communication skills to convey information clearly, accurately, and completely.
  • Efficiency with time management and multitasking.
  • Ability to work efficiently both independently and in a team.
  • Ability to provide open and honest feedback appropriately.
  • Superior documentation and report-writing skills.
  • Technology proficiency with the ability to quickly learn and adapt to new tools and systems.
  • A bachelor's degree in healthcare, public health, social sciences, or a related field, or an equivalent combination of relevant education and experience.
  • At least 1 year of experience in crisis services, behavioral health, suicide prevention, contact-center quality improvement, or a related environment.
  • Proficiency with Microsoft Office, including Excel and PowerPoint.
  • Ability to remain in a stationary position 50% of the time and constantly operate a computer and other office productivity machinery.
  • Ability to frequently communicate over video calls with internal and external stakeholders.
Responsibilities
  • Conduct documentation and interaction monitoring, including calls, chats, and texts, for quality improvement using evidence-based quality improvement measures across the H2H program.
  • Assess Counselors and Peer Support Specialists within and across all services of operation.
  • Ensure compliance with regulatory guidelines and funder requirements for every help-seeker contact.
  • Identify training and support needs for individual Counselors, Peer Support Specialists, and the H2H program.
  • Participate in quality-improvement calibration meetings by helping identify interactions, coordinating meetings, and collecting impressions and outcomes.
  • Partner with training and supervisory staff to identify H2H-wide and individualized training gaps and skill refreshers.
  • Design and present quality-improvement content using software such as PowerPoint during program-wide meetings, new-hire training, and other forums.
  • Maintain detailed records and complete reports on quality-improvement scores and outcomes for Counselors, teams, and the H2H program.
  • Assist in reviewing H2H incident reports for quality and accuracy.
  • Analyze and investigate complaints and grievances relating to H2H.
  • Use telephone, SMS texting, and chat to interact with clients when necessary.
Desired Qualifications
  • A master's degree.
  • Experience with quality-improvement activities, compliance monitoring, data analysis, or complaint investigations.
  • Knowledge of crisis-intervention practices such as Motivational Interviewing, DBT-informed approaches, ASIST, or Mental Health First Aid.
  • Knowledge of behavioral-health resources within the New York metropolitan area.
  • Relevant professional clinical licensure, when applicable, including LCSW, LMFT, LMHC, PhD, or PsyD.
Vibrant Emotional Health

Vibrant Emotional Health

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Vibrant Emotional Health provides mental health support and advocacy, offering crisis hotlines and online tools to help people manage emotional well-being. It grew from the Mental Health Association of New York City and now uses technology to deliver support and reduce stigma, aiming to make emotional health a normal part of everyday life. In 2024, it expanded by acquiring Stars of HOPE, adding a therapeutic arts program for disaster survivors to reach people in more difficult times. The organization is distinguished by its long history of advocacy, its broad national reach, and its combination of direct services with digital resources and partnerships. Its goal is to provide accessible, reliable support for mental health and crisis needs, wherever and whenever it is required.

Company Size

501-1,000

Company Stage

N/A

Total Funding

N/A

Headquarters

New York City, New York

Founded

1969

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Simplify Jobs

Simplify's Take

What believers are saying

  • SAMHSA's May 2026 $255 million award extends Vibrant's flagship revenue for five years.
  • B-LINE launched February 2026, opening employer-sponsored crisis support in music.
  • Georouting rollout improves local matching, strengthening service quality and Vibrant's political standing.

What critics are saying

  • Federal dependence is extreme; SAMHSA controls 988 funding, renewal terms, and oversight.
  • The 2026 rebid showed contract vulnerability; any scoring miss threatens Vibrant's core franchise.
  • Backup-center subawards are being cut, signaling network churn and margin pressure across 2026.

What makes Vibrant Emotional Health unique

  • Vibrant runs the national 988 Lifeline under SAMHSA's May 2026 five-year award.
  • Its 200-plus-center network and georouting infrastructure create hard-to-replace crisis-routing expertise.
  • Stars of HOPE acquisition adds disaster-art therapy to crisis hotlines and advocacy.

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Benefits

Health Insurance

Dental Insurance

Vision Insurance

Disability Insurance

Life Insurance

Health Savings Account/Flexible Spending Account

Growth & Insights and Company News

Headcount

6 month growth

14%

1 year growth

14%

2 year growth

14%
U.S. Department of Health and Human Services
May 15th, 2026
SAMHSA awards $255 million to administer 988 Lifeline.

SAMHSA awards $255 million to administer 988 Lifeline. WASHINGTON - May 15, 2026 - The Substance Abuse and Mental Health Services Administration (SAMHSA), a division within the U.S. Department of Health and Human Services (HHS), announced today that it has awarded $255 million to Vibrant Emotional Health (Vibrant) to administer the 988 Suicide & Crisis Lifeline. The 988 Lifeline is a national network of more than 200 local crisis contact centers managed by a SAMHSA-funded network administrator. The 988 Lifeline has received more than 25 million contacts via call, text, chat, and ASL videophone since its launch. "HHS is committed to making sure every American facing a mental health or substance use crisis can reach the 988 Lifeline and get immediate help," said HHS Secretary Robert F. Kennedy, Jr. "The 988 Lifeline saves lives, strengthens families, and reminds Americans that they are never alone in their darkest moments." "The 988 Lifeline Administrator plays a key role in ensuring reliable and effective service for anyone in crisis," said SAMHSA Principal Deputy Assistant Secretary Christopher D. Carroll. "Every time someone reaches out to 988, whether it's a mental health crisis or seeking help for a substance use disorder, a direct connection to immediate support and resources is there to help them through their most difficult moments." Award grantee Vibrant is a non-profit affiliate of Mental Health America of New York City, which helped launch the National Suicide Prevention Lifeline, 1-800-273-8255 (TALK), in January 2005 through a federal grant from SAMHSA. In 2022, SAMHSA awarded Vibrant a five-year grant to manage the initial transition to 988 and to administer the Lifeline. In 2020, President Trump signed into law the National Suicide Hotline Designation Act that established 988 as the universal, 3-digit number for anyone in the U.S. experiencing a mental health, substance use or suicidal crisis to get help. After completing the preparation required to build out this national system, the 988 Suicide & Crisis Lifeline officially launched in July 2022. The 988 Lifeline offers an easy way for anyone to reach skilled, caring, culturally competent crisis counselors 24/7 for help with a mental health, suicide or substance use crisis. People can call or text 988 or use chat at 988lifeline.org for themselves or if they are worried about a loved one who may need help. Individuals requesting ASL services can also directly dial 988 from a videophone through a video relay service provider. Studies show that after speaking with a trained crisis counselor, most people who contact 988 are significantly more likely to feel less depressed, less suicidal, and less overwhelmed. SAMHSA additionally announced more than $28 million in new funding opportunities, including the following: * $43 million for CMHI, a program that provides comprehensive community mental health services to children, youth, and young adults, birth through age 21 with a serious emotional disturbance (SED), which may include efforts to identify and serve children at risk, and their families. * $15.1 million for Garrett Lee Smith State/Tribal Suicide Prevention and Early Intervention, which supports states and tribes in implementing youth suicide prevention and early intervention strategies. * $8 million for Community Programs for Youth and Young Adults at Clinical High Risk for Psychosis (CHR-P), which identifies youth and young adults, age 25 and younger, at clinical high risk for psychosis and provides evidence-based interventions to prevent the onset of psychosis or lessen the severity of psychotic disorder. * $3 million for Providers Clinical Support System - Substance Use Disorder Treatment (PCSS-SUD Treatment), which combines two previous grants - Providers Clinical Support System - Medications for Alcohol Use Disorders (PCSS-MAUD) and Providers Clinical Support System - Medications for Opioid Use Disorders (PCSS-MOUD) - into a comprehensive program that focuses on provider education and support for substance use disorders. * $2 million for the Disaster Distress Helpline, a national hotline dedicated to providing year-round disaster crisis counseling. The helpline, available via 1-800-985-5990 or www.samhsa.gov/ddh, provides 24/7, toll-free, confidential crisis counseling to individuals in the U.S. and its territories experiencing emotional distress related to natural or human-caused disasters. Recent data from SAMHSA's National Survey on Drug Use and Health underscore the critical need for crisis services, including 988, in the U.S. In the past year, an estimated 14.3 million adults, aged 18 and older, had serious thoughts of suicide, 4.6 million made a suicide plan, and 2.2 million attempted suicide. In addition, 8.2% of adults aged 18 and older (21.2 million people) experienced a major depressive episode, and 16.8% of individuals ages 12 and older (48.4 million people) had a past-year substance use disorder. If you or someone you know is struggling or in crisis, help is available. Call or text 988 or chat at 988lifeline.org. To locate a treatment facility or provider, visit FindTreatment.gov. Last revised: May 15, 2026 Related press releases. Content last reviewed May 15, 2026

The Violin Channel
Mar 25th, 2026
A new 24/7 Mental Health and Crisis Support Line launched for the music industry.

A new 24/7 Mental Health and Crisis Support Line launched for the music industry. Vibrant Emotional Health and Backline has partnered to create a round-the-clock support line designed specifically for the music industry Two leading mental health non-profits Vibrant Emotional Health (Vibrant) and Backline, have now partnered to create B-LINE, a 24/7 Mental Health and Crisis Support Line for music industry professionals. Offering immediate confidential support from trained counselors who understand and can relate to the realities of working in music, B-LINE reflects Backline's work in expanding mental health support for a workforce that frequently operates on the road and outside traditional systems of care. Artists, crew members, staff, executives, and family members can connect to B-LINE by calling 1-855-BLINE99 or texting (254-639) BLINE9. Since 2019, Backline has invested $3.5 million in mental health and wellness initiatives for the music industry and has supported more than 84,000 people. The launch of B-LINE is a continuation of Backline's support for urgent situations requiring immediate support, and addresses the need for a real-time crisis line for the music community. In addition to B-LINE, Backline's trusted online resource hub will continue to be available here. The service offers ongoing mental health information, referrals, and support. B-LINE's programs complement Vibrant's broader portfolio of crisis response services and mental health programs - together, the organizations are working to strengthen the mental health safety net for the music industry, and ensure the accessibility of support. "Mental health crisis doesn't wait for business hours, and neither should access to care," said Cara A. McNulty, DPA, CEO of Vibrant. "This collaboration reflects our commitment to providing care that is compassionate, accessible, and responsive to lived experience. It is another example of how partnerships can close gaps in access." "Our teams worked closely with Backline to design and operationalize a support model that truly serves the music industry," added Michele Giordano, Vice President, Contact Services at Vibrant. "B-LINE brings together trusted partners and trained counselors to provide timely, informed support for individuals and families whenever they reach out." "This [collaboration] has always been the dream," expressed Backline's Co-Founder and Executive Director Hilary Gleason. "We've supported thousands of music industry professionals in their mental health and wellness journeys, but one critical piece was missing: real-time access to care. B-LINE changes that."

PR Newswire
Feb 3rd, 2026
Backline Launches B-LINE: A 24/7 Mental Health and Crisis Support Line for the Music Industry, in Partnership with Vibrant Emotional Health

Backline launches B-LINE: A 24/7 mental health and crisis support line for the music industry, in partnership with Vibrant Emotional Health. News provided by. New service offers phone and text-based support with direct pathways to care NEW YORK, Feb. 3, 2026 /PRNewswire/ - Vibrant Emotional Health (Vibrant), one of the nation's leading mental health organizations, has partnered with Backline, the nonprofit dedicated to connecting music industry professionals and their families with mental health and wellness resources, to launch B-LINE, a 24/7 mental health and crisis support line designed specifically for the music industry. B-LINE offers immediate confidential support from trained counselors who understand the realities of working in music. Artists, crew members, staff, executives, and family members can connect by calling 1-855-BLINE99 or texting (254-639) BLINE9. The launch of B-LINE reflects Backline's commitment to expanding mental health support for a workforce that frequently operates on the road and outside traditional systems of care. "Mental health crisis doesn't wait for business hours, and neither should access to care," said Cara A. McNulty, DPA, Chief Executive Officer of Vibrant Emotional Health. "This collaboration reflects our commitment to providing care that is compassionate, accessible, and responsive to lived experience. It is another example of how partnerships can close gaps in access." "Our teams worked closely with Backline to design and operationalize a support model that truly serves the music industry," said Michele Giordano, Vice President, Contact Services at Vibrant Emotional Health. "B-LINE brings together trusted partners and trained counselors to provide timely, informed support for individuals and families whenever they reach out." Since 2019, Backline has invested $3.5 million in mental health and wellness initiatives for the music industry and has supported more than 84,000 people. Backline's team continues to encounter urgent situations requiring immediate support, reinforcing the need for a dedicated, real-time crisis line for the music community. Backline's Co-Founder and Executive Director Hilary Gleason said the launch of B-LINE represents a long-held vision becoming reality. "This has always been the dream. We've supported thousands of music industry professionals in their mental health and wellness journeys, but one critical piece was missing: real-time access to care. B-LINE changes that." As part of this effort, Backline's trusted online resource hub will continue to be available at backline.care, offering ongoing mental health information, referrals, and support for the music community. B-LINE complements Vibrant's broader portfolio of crisis response services and innovative mental health programs that collectively deliver life-saving support to millions each year through numerous lifelines, community-based initiatives, and system-level advocacy. Together, Vibrant and Backline are working to strengthen the mental health safety net for the music industry, ensuring support is accessible whenever it is needed. About Vibrant Emotional Health Vibrant Emotional Health is a non-profit organization that helps individuals and families achieve emotional wellbeing. For over 55 years, our groundbreaking solutions have delivered high-quality services and support when, where, and how people need it. We offer confidential emotional support through our state-of-the-art contact center and crisis hotline services that use leading-edge telephone, text, and web-based technologies, including the 988 Suicide & Crisis Lifeline, Disaster Distress Helpline, and Veterans Crisis Line. Through our community wellness programs, individuals and families obtain the support and skills they need to thrive. Our advocacy and education initiatives promote mental well-being as a social responsibility. We help millions of people live healthier and more vibrant lives yearly. We're advancing access, dignity, and respect for all and revolutionizing the system for good. Visit vibrant.org. Follow Vibrant on LinkedIn, Facebook, Instagram, and X. SOURCE Vibrant Emotional Health

VentureBeat
May 5th, 2025
Game Veteran Warren Spector Raises Awareness About Working With Bipolar Condition | Interview

Few game developers have been as successful and well known as Warren Spector. But in a recent LinkedIn post, Spector didn’t talk about his successes. Instead, he shared something more human and acknowledged for the first time to his peers that he is bipolar.“What I’m about to tell you isn’t about games or game development. Not directly, anyway. Let me cut to the chase: I’m bipolar – Bipolar Disorder 2, not the more seriously life-affecting Bipolar 1. You might be more familiar with the term ‘manic-depression,’ a term which, for reasons I don’t understand, isn’t used much, if at all, anymore

GlobeNewswire
Oct 3rd, 2024
Mosaicx Partners with Vibrant Emotional Health on New Georouting Capabilities for the 988 Suicide & Crisis Lifeline

Mosaicx partners with Vibrant Emotional Health on new georouting capabilities for the 988 Suicide & Crisis Lifeline.