What are the responsibilities and job description for the 988 Quality Assurance Call Specialist Trainer position at Crisis Center, Inc.?
A dedicated and compassionate Quality Assurance Trainer to join our crisis lifeline team. The QA Call Specialist Trainer will be responsible for ensuring the highest quality of support provided by our lifeline staff. This role involves developing and delivering training programs, evaluating performance, and continuously improving training materials to enhance the effectiveness of crisis intervention.
KEY RESPONSIBILITIES
- Training Program Development
- Assist in Design, develop, and update comprehensive training programs and materials for new and existing crisis hotline staff.
- Assist in training modules that cover crisis intervention techniques, active listening, empathy, and adherence to hotline protocols.
- Training Delivery
- Assist in Conducting training sessions for new hires, including role-playing scenarios, workshops, and one-on-one coaching.
- Provide ongoing training and development opportunities for current staff to address emerging issues and best practices.
- Quality Assurance
- Monitor and assess the performance of hotline staff through call evaluations, feedback reviews, and adherence to quality standards.
- Identify areas for improvement and work with staff to implement corrective actions and enhance performance.
- Collect and analyze feedback from 988 team members and callers to improve training programs and lifeline operations.
- Stay updated with industry standards and best practices to ensure that training materials and procedures remain relevant and effective.
- Documentation and Reporting
- Assisting in maintaining accurate QA records of training sessions, performance evaluations, and any issues encountered during the training process.
Prepare reports on training outcomes, staff performance, and quality metrics for review by management.
- Collaboration: Work closely with 988 crisis management and other departments such ADMH and Vibrant Emotional Health to ensure alignment of training programs with organizational goals and compliance requirements.
- Participate in regular meetings to discuss training needs, performance trends, and quality improvement strategies. Provides counseling to individuals in crisis who contact 988 via phone.
- Provides mental health information and referrals as requested using the database system.
- Intervenes to help suicidal individuals using the least invasive form of intervention possible to ensure safety of client.
- Always provides opportunity for individuals in crisis to consent for services, unless they are a safety risk to themselves or others.
- Works collaboratively with individuals in crisis and respects their right to be involved in their care and other related decisions.
- Develops and implements crisis related safety plans.
- Requests and connects with local mental health center crisis team for intervention assistance as needed.
- Engages Crisis Response teams or 911 to assist in response for clients at imminent risk of harm to themselves or others.
- Documents and maintains accurate, thorough records of all telephone interventions transacted during the work shift.
QUALIFICATIONS
- Education: Bachelor’s degree in Psychology, Social Work, Human Services, or a related field. Relevant certifications in crisis intervention or counseling are a plus.
- Experience: Minimum of 3 years of experience in crisis intervention, counseling, or a related field, with at least 1 year in a training or QA role preferred.
- Skills:
- Strong understanding of crisis intervention techniques and hotline operations.
- Excellent communication and presentation skills.
- Ability to evaluate and provide constructive feedback.
- Proficiency in using training tools and software.
- Other Requirements:
- Empathy and patience in dealing with sensitive situations.
- Ability to handle sensitive and confidential information with discretion.
- Flexible schedule to accommodate training needs and availability of staff.
BENEFITS
- Competitive salary and benefits package
- Opportunities for professional development and career advancement
- Supportive work environment focused on employee well-being and growth
APPLICATION PROCESS
Interested candidates should submit a resume, cover letter, and any relevant certifications to ddelmore@crisiscenterbham.org
Crisis Center, Inc. is an equal opportunity employer. We are committed to creating a diverse and inclusive environment for all employees.
Job Type: Full-time
Pay: From $50,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
Work Location: In person
Salary : $50,000
