Manager, Hotline Quality Assurance

Want to make a difference? Come be a part of the amazing work EveryMind is accomplishing!

EveryMind is hiring a Quality Assurance Manager to join our Crisis Hotline team. The Hotline Quality Assurance Manager establishes standards for high quality service on the EveryMind Hotline and sets a regular auditing cycle for all Crisis Hotline Counselors, designed to ensure EveryMind complies with all quality assurance requirements and that visitors to the Hotline receive consistent quality support.

The EveryMind Hotline provides supportive listening and crisis support for visitors experiencing mental health challenges in Montgomery County, across Maryland, and across the United States. Services are provided via phone, chat, and text. Due to the nature of the interactions on the Hotline and the content that is handled in the program, anyone who has a history of trauma or suicidality could be at risk of being triggered or re-traumatized. This is especially true for people who have experienced these issues within the past 12 months and therefore we do not recommend Hotline work if their experience is so recent.

Why Join EveryMind?

EveryMind is a growing private independent nonprofit organization with 210 employees across 27 locations. We have served the community for almost 65 years by strengthening communities and empowering individuals to reach optimal mental wellness. We were recognized as a Top Place to work in Montgomery County, Maryland by Bethesda Magazine. EveryMind is consistently recognized for being an excellent place to work, offering a positive workplace culture and a competitive compensation package that is meant to provide a great lifework balance.

Our competitive compensation package includes:

• Medical, Dental, and Vision insurance options
• Employer Paid Life and Long Term Disability Insurance
• 401K Matching Benefit
• Highly Generous Leave Schedule of 50 Days (Vacation, Sick, Wellness Days, Holidays, Birthday leave, and much more)
• Professional Development and Growth Opportunities
• Employee Assistance Program
• Flexible Schedule
• Referral Bonus Program
• Employee Discount Program
• A Great Place to Work

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Oversee the design, assessment, delivery and evaluation of the quality assurance program for Crisis Hotline Counselors.
• Create, design, and oversee quality improvement and assurance program including guidelines and implementing monitoring technology, scorecards, and quality assurance (QA) process and analytics to support the ongoing development of staff and volunteers along with meeting the commitments made to stakeholders.
• Clearly communicate the goals and purpose of the QA team across the program.
• Identify cross-team dependencies and coordinate with department leaders to ensure alignment with ongoing coaching and QA efforts.
• Maintain relationships with contract monitors and national service administrators to ensure QA requirements are met.
• Lead quality monitoring calibration sessions with Hotline Managers, Supervisors, and QA team.
• Identify trends based on QA data and collaborate with Hotline Training and Development Manager to identify skill development and training needs based on QA audits.
• Collaborate with Hotline Operations Manager to ensure QA processes are communicated clearly and implemented consistently for all Crisis Hotline Counselors.
• Provide direct supervision to all members of the Hotline Quality Assurance Team.
• Other duties as assigned.

Supervision to be exercised:

Supervise, Specialist, Quality Assurance

Supervision to be received:

Receive supervision from Hotline Senior Clinical Manager.

Minimum Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation will be considered to enable individuals with disabilities to perform the essential functions.

Education:

Bachelors degree OR equivalent years of experience in the field required. Bachelors degree in adult education, human services, mental health, or quality programs preferred.

Experience:

Experience in program development and oversight of teams with a focus on mental health and/or crisis intervention services. Candidates with leadership experience at a crisis center preferred. Experience with compliance and quality improvement activities preferred. Minimum 2 years or more of direct or indirect personnel management required. Knowledge of digital quality assurance scoring and analytics systems required. At least 3 years of experience using such systems preferred. Crisis intervention and/or mental health information and referral services experience a plus. Applicants should be comfortable working independently.

Skills:

Strong analytical skills; ability to solve problems. Ability to effectively lead, engage and manage a team of specialists. Project development, management, and implementation skills. Intermediate to advanced knowledge of Microsoft Office Suite. Experience in Quality Improvement and compliance activities preferred. Basic knowledge of contact center data and analytics- preferred. Ability to be effective in a fast-paced, ever-changing work environment. Exceptional attention to detail with effective time management and organizational skills. Ability to work cooperatively and effectively with others. Strong customer service orientation

Abilities:

Effectively interact and work collaboratively in a flexible work environment with a variety of constituents including CEO, board members, volunteers, paid staff, media, and donors. Ability to express ideas with clarity, confidence, and sensitivity. Must be able to maintain confidentiality involving clients in accordance with organizational and federal guidelines. Familiarity with working and hiring interns and volunteers. Able to supervise multiple people

Physical and Emotional Demands:

The physical and emotional demands described here represent those that an employee must meet to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing this job's duties, the employee is frequently required to stand, walk, sit, use hands to finger dexterity, handle with hands and arms, climb stairs, balance, kneel, crouch, or talk and hear. The employee must be able to lift and/or move up to 35 pounds frequently. The job's specific vision abilities include close vision, distance vision, and the ability to adjust focus.

Due to the nature of the interactions on the Hotline and the content that is handled in the program, anyone who has a history of trauma or suicidality could be at risk of being triggered or re-traumatized. This is especially true for people who have experienced these issues within the past 12 months and therefore we do not recommend Hotline work if their experience is so recent.

Working Conditions:

The work environment is representative of that which an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Primary work hours will be mostly during core business hours (between 9 5pm, M F). Employees will work hybrid schedule with approval from supervisor. The employee must pass a criminal background check. Certain job functions may require employee to pass a child sexual abuse and other criminal activity as well as a credit check. All staff providing services to staff or clients, must be free of illegal drugs and abuse of alcohol, and must be fully able to always perform all required duties.