What are the responsibilities and job description for the Specialist, Quality Assurance position at EveryMind.?
Job Details
Level
Experienced
Job Location
1000 TWINBROOK PARKWAY - ROCKVILLE, MD
Position Type
Full Time
Education Level
4 Year Degree
Travel Percentage
Up to 25%
Job Shift
Day
Description
Want to make a difference? Come be a part of the amazing work EveryMind is accomplishing!
EveryMind is hiring a Quality Assurance Specialist to join our Hotline team. This role is responsible for for quality assurance of hotline services to ensure compliance with accreditation standards. The 988 Crisis Intervention lifeline 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.
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:
Occasional supervision of interns and volunteers.
Supervision to be received:
Reports to Manager, Hotline Quality Assurance.
Qualifications
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 accommodations may be made to enable individuals with disabilities to perform the essential functions.
Strong Personal Resilience and Mental Health:
Given the high-stress nature of the role, it is essential that candidates possess a high level of personal resilience and maintain stable mental health. This ensures that they are well-equipped to provide effective support and maintain the professional standards required for client care.
Education:
Bachelor’s degree in social work, psychology, social services OR equivalent years of work experience.
Experience:
At least 2 years’ experience conducting quality assurance in a service delivery setting required. Experience with auditing, call monitoring, and coaching conversations in a call center environment preferred. Experience in crisis services with persons who experience mental illness and/or suicidal ideation, preferred. Proficient level of experience with Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
Skills:
Demonstrated ability to prioritize work and manage time to meet deadlines. Ability to multi-task and work in a fast-paced environment. High attention to detail w/ effective time management/organizational skills in a fast-paced environment. Strong analytical skills: ability to problem-solve complex interactions, and strong impact driven approach to customer service. Excellent written and verbal communication skills. Able to work independently and as part of a multidisciplinary team. An individual must be comfortable learning, using, and navigating different technological systems to audit interactions and provide feedback.
Abilities:
Effectively interact and work collaboratively in a flexible work environment with a variety of constituents including clients and family members or caretakers, interns, volunteers, paid staff, CEO, board members, and community partners. Ability to express ideas with clarity, confidence and sensitivity. Must be able to maintain confidentiality involving clients in accordance with organizational and federal guidelines.
Physicaland Emotional Demands:
The physical demands described here represent those that an employee must meet to successfully perform the essential functions of this position. Reasonable accommodations 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 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 may not recommend this work if their experience is so recent.
Clearance Requirements:
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.
Working Conditions:
The work environment is representative of that which an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee must be available to perform the duties of the job during most, but not limited to core business hours (between 9-5pm, M-F), some flexibility with schedule may be available (evening and/or weekend hours). Employees will work mostly on-site but may work some hours remotely with the approval of supervisor.
The employee is also required to travel to different locations. Therefore, the employee must have access to reliable transportation.
Level
Experienced
Job Location
1000 TWINBROOK PARKWAY - ROCKVILLE, MD
Position Type
Full Time
Education Level
4 Year Degree
Travel Percentage
Up to 25%
Job Shift
Day
Description
Want to make a difference? Come be a part of the amazing work EveryMind is accomplishing!
EveryMind is hiring a Quality Assurance Specialist to join our Hotline team. This role is responsible for for quality assurance of hotline services to ensure compliance with accreditation standards. The 988 Crisis Intervention lifeline 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.
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)
- CEU Opportunities
- Professional Development and Growth Opportunities
- Employee Assistance Program
- Flexible Schedule
- Referral Bonus Program
- Employee Discount Program
- A Great Place to Work
- Conduct regular monthly interaction audits through monitoring (live or recorded), provide feedback, and conduct one-on-one skill coaching for crisis hotline counselors when necessary.
- Audit interactions flagged by external partners or complaints from visitors (phone, chat, text) and assess counselors’ performance objectively based on quality standards and trends. Provide subsequent findings to the Quality Assurance Manager.
- Provide regular strength-based performance feedback and one-on-one skill coaching as needed for crisis hotline counselors.
- Analyze performance data to identify areas for improvement in the quality system.
- Identify trends and improvement opportunities on individual, team, and department level to improve the visitor experience, satisfaction, accuracy, compliance, contact resolution, and adherence to interaction standards.
- Assist in compiling numbers facilitating coaching conversations and creating and implementing quality improvement plans. Manage and communicate team trends in QA findings effectively to support and further QA goals.
- Assist in creating quality improvement coaching content and processes to address trends in hotline team skill gaps and growth.
- Assist with guidance to Hotline Supervisors and Senior Crisis Hotline Counselors to ensure QA standards are implemented consistently through calibration sessions.
- Co-lead quality assurance calibration meetings with Hotline Managers, Supervisors, and Senior Crisis Hotline Counselors to ensure alignment.
- Propose training needs and provide subject matter expert input for training based on interpretation of quality assurance data compiled and tracked.
- Complete all training and development courses assigned to Crisis Hotline Counselors.
- Other duties as assigned within the scope of their position.
Occasional supervision of interns and volunteers.
Supervision to be received:
Reports to Manager, Hotline Quality Assurance.
Qualifications
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 accommodations may be made to enable individuals with disabilities to perform the essential functions.
Strong Personal Resilience and Mental Health:
Given the high-stress nature of the role, it is essential that candidates possess a high level of personal resilience and maintain stable mental health. This ensures that they are well-equipped to provide effective support and maintain the professional standards required for client care.
Education:
Bachelor’s degree in social work, psychology, social services OR equivalent years of work experience.
Experience:
At least 2 years’ experience conducting quality assurance in a service delivery setting required. Experience with auditing, call monitoring, and coaching conversations in a call center environment preferred. Experience in crisis services with persons who experience mental illness and/or suicidal ideation, preferred. Proficient level of experience with Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
Skills:
Demonstrated ability to prioritize work and manage time to meet deadlines. Ability to multi-task and work in a fast-paced environment. High attention to detail w/ effective time management/organizational skills in a fast-paced environment. Strong analytical skills: ability to problem-solve complex interactions, and strong impact driven approach to customer service. Excellent written and verbal communication skills. Able to work independently and as part of a multidisciplinary team. An individual must be comfortable learning, using, and navigating different technological systems to audit interactions and provide feedback.
Abilities:
Effectively interact and work collaboratively in a flexible work environment with a variety of constituents including clients and family members or caretakers, interns, volunteers, paid staff, CEO, board members, and community partners. Ability to express ideas with clarity, confidence and sensitivity. Must be able to maintain confidentiality involving clients in accordance with organizational and federal guidelines.
Physicaland Emotional Demands:
The physical demands described here represent those that an employee must meet to successfully perform the essential functions of this position. Reasonable accommodations 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 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 may not recommend this work if their experience is so recent.
Clearance Requirements:
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.
Working Conditions:
The work environment is representative of that which an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee must be available to perform the duties of the job during most, but not limited to core business hours (between 9-5pm, M-F), some flexibility with schedule may be available (evening and/or weekend hours). Employees will work mostly on-site but may work some hours remotely with the approval of supervisor.
The employee is also required to travel to different locations. Therefore, the employee must have access to reliable transportation.
