Quality Improvement Manager

Position Title

Quality Improvement Manager

Location:

Main Office/Hybrid

Reporting Relationship(s)

Position reports to Assistant Director, 988 Services

Hours

35 hours/week - Days - Monday - Friday

FLSA Classification

Exempt - Annual Salary $ 60,406 -$65,000

General Summary

The Quality Improvement Manager oversees and supports the quality assurance processes within the Crisis Services Division, ensuring compliance with the standards set forth by accrediting bodies, service administrators, and funders. This role involves monitoring call performance, providing feedback and coaching, and supporting training programs to ensure high standards of service delivery. The Quality Improvement Manager will work closely with call center staff to identify areas for improvement and implement strategies to enhance the overall effectiveness of the crisis response services. This position provides supervision to Crisis Services Educators.

Duties And Responsibilities

• Collaborate with Crisis Services leadership team to develop, implement, and maintain quality assurance policies and procedures for call center interactions
• Monitor and evaluate call center interactions to ensure adherence to clinical protocols and compassionate client engagement as set by American Association for Suicidology, Inform USA, Vibrant Emotional Health, and funding agencies
• Lead the education and quality assurance team, providing training, support, and guidance to ensure consistent quality of care
• Meet with front line staff to provide coaching and feedback and collaborate with supervisors and educators to address quality issues and implement corrective actions promptly
• Schedule and/or conduct regular training sessions and workshops to enhance the skills and knowledge of call center agents
• Monitor and debrief all interactions for individuals at high or severe risk and/or resulting in an emergency service intervention
• Review and follow up on all calls involving Child Protective Services
• Lead complaint investigations and complete all required documentation and follow-up
• Prepare and present regular reports on call center performance and quality improvement activities
• Assist with recruiting, screening, hiring, and training qualified staff
• Address concerns of associated partners as they arise
• Participate in on-call coverage rotation
• Professionally represent the agency at partner and community meetings or events
• Perform additional responsibilities as they develop and are assigned
  
  

Education Requirements

B.A. in Mental Health/Human Services field, or related field of study, required; Master's preferred.

Previous Experience Requirement

• Minimum of 2 years of telephonic-based crisis counseling
• Minimum of 1 year in a supervisory or leadership role
• Demonstrated experience and ability to plan for a growing program
• Experience linking people with needed community resources
• Experience supervising, mentoring and training others
  
  

Knowledge and Skills Needed to Perform Effectively in this Position

• Strong empathy, active listening, communication, teamwork, and interpersonal skills
• Excellent verbal and written communication skills, with the ability to convey information clearly and compassionately
• Comfort with conversations related to mental health and suicide
• Proficiency in using computer systems and databases for documentation and resource navigation
• Function autonomously and exercise good judgment and decision-making skills, particularly during crisis situations
• Quickly adjust to rapidly changing situations and environments and demonstrate flexibility in handling various types of crises
• Work closely with team members to ensure seamless operations
• Empowering a culture of collaboration and high performance
• Highly organized and able to handle multiple tasks and meet deadlines
  
  

Additional Requirements

• Required to maintain the AAS Crisis Specialist and Inform USA Community Resource Specialist certifications
• Some evening and weekend hours are involved providing coaching or training sessions and/or shift coverage
• Strong attendance and punctuality- able to consistently show up on time and work full scheduled shifts and ability to provide advanced notice for time off requests
• This position is designated as essential staff. Essential employees perform work involving the safety of human life or the protection of property. Due to this designation, you will be required to report to work for your regular shift in the event the business office is closed due to an emergency. This is a condition of your employment.
  
  

Physical Dimensions (Job-related physical abilities an individual needs to possess in order to perform the job in a satisfactory manner)

• Sitting at a computer for long periods of time; entering data; listening & speaking clearly on the telephone.
• All requirements are subject to possible modification to reasonably accommodate individuals with disabilities
  
  

This job description is not meant to be an all-inclusive list of duties and responsibilities but constitutes a general definition of the position's scope and function in the company. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.