Teen Program Manager - Here Tomorrow

Here Tomorrow is hiring a Teen Program Manager as a full-time position in Jacksonville, Florida. 

The Teen Program Manager is responsible for the day-to-day operations of the Here Tomorrow Teen Peer Team. Members of the Teen Peer Support Team report directly to this position. The central responsibility and primary focus of this role is to provide daily coaching, supervision, support, and training to members of the Teen Peer Support Team who collaborate with teen clients. As a key leader, this position collaborates with the Director of Client Services to implement strategies and projects to help the business run smoothly and broaden community impact. This position co-leads major organization-wide changes and communicates across departments to ensure proper workflow.

Additionally, this position is responsible for ensuring that each touchpoint across the teen customer journey is engaging, efficient, and effective. This position is responsible for tracking and reporting customer service metrics and as member of the leadership team, will analyze outcomes and contribute to continuous quality improvement. The position will contribute to organizational strategy related to scaling our service model and creating an unparalleled customer experience for teens and their families served by Here Tomorrow. This position reports to the Director of Client Services.

Responsibilities:  

• Provide daily coaching, supervision, support, and training to Teen Peer Support Specialists.
• Support team members as needed with other projects (support groups, outreach, program development initiatives, events).
• Monitor program budget and develop monthly reports.
• Model professionalism and strong work ethic.
• Ensure scheduling coverage with proactive planning.
• Live the Here Tomorrow mission and organizational values of love, sharing, accountability, and perseverance.

• Assist in developing youth-guided approaches to services.
• Promote a person-centered approach to serving people with mental health conditions.
• Collaborate with team to develop innovative approaches for engaging at-risk individuals, their families and those who may be able to intervene to prevent tragedy.
• Assist those seeking help with accessing mental health care in the community by linking them with mental health treatment providers, community resources, and enrolling them with Here Tomorrow stay-connected programs.

• Widen the impact of Here Tomorrow in the community by promoting the services of the organization in the community.
• Collaborate with Teen Peer Support Team to vet teen-specific community resources.
• Contribute to the planning and execution of community awareness initiatives.
• Build strategic alliances with community partners and stakeholders with the goal of advancing the mission of Here Tomorrow in our community.
• Contribute to event planning process for fundraising campaigns and events.

• Use information from customer experience to gain insights from the customer’s unique perspective to augment the customer experience and cultivate customer loyalty.
• Increase customer satisfaction, loyalty, and advocacy at every touchpoint.
• Co-lead with Director of Client Services and Peer Support Team Manager initiatives to reach target population through community partnerships and outreach.
• Monitor, track and analyze phone system and website chat data to continuously improve customer experience.
• Responsible for customer experience survey planning, analyzing, and reporting results.

• Effective leadership skills to positively contribute to Teen Peer Support Team’s success by providing daily support and oversight.
• Greater teen community understanding of the organization’s cause.
• Greater desire of the teen community to support the organization financially.
• Empowerment of local teen community to effect change around cause.
• Increased public safety and mental health for teens through advocacy.
• Increased teen customer loyalty.
• Increased referrals for teen services.

• This is a full-time exempt position with health benefits.
• Required qualifications include a college degree, experience in the field of teen mental health, and eligibility for CRPS credential through the State of Florida including two or more years in recovery from mental health and/or substance use conditions.
• Desired: Experience with business operations and community partnerships. State of Florida Certified Recovery Peer Specialist (CRPS) credentialed preferred.
• Note: To be considered for employment at Here Tomorrow, applicants who have used our services as a Friend must have either a two-year gap since their last session or be at least two years post program completion.