Operations Coordinator, Contracts

Role Description

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. This role involves close collaboration with internal teams, subaward partners, and national stakeholders to support hotline, digital, compliance, onboarding, and operational initiatives. Each coordinator may have a specialized area of focus while contributing to cross-functional projects and program-wide systems.

Duties/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.
• Assist 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.
• Coordinate 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.
• Participate in data collection and dashboard development efforts in partnership with technical teams; support data integrity, reporting variance resolution, and systems documentation.
• 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.
• Experience with subaward or partner oversight, including compliance monitoring and documentation tracking.
• Familiarity with crisis lines, digital mental health, or behavioral health systems strongly preferred.
• Experience collaborating across internal departments or cross functional teams.
• Proficiency with collaboration and task management tools.
• 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.

Requirements

• Strong organizational, time management, and multitasking skills.
• Excellent written and verbal communication skills.
• High attention to detail and accuracy.
• Effective problem solving and critical thinking abilities.
• Ability to analyze and interpret data and performance trends.
• Proven capacity to manage multiple projects and meet deadlines.
• Strong public speaking, relationship building, and collaboration skills.
• Proficiency with data platforms and administrative systems.
• Self-motivated with a strong sense of accountability and follow-through.

Benefits

• Excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance.
• Employer paid disability insurance and life insurance.
• Pre-tax FSA for medical and dependent care.
• 401K available.