ESSENTIAL FUNCTIONS AND DUTIES:

• Conduct quality audits and assessments to identify areas for improvement.
• Develop and implement quality improvement plans and initiatives.
• Collaborate with staff at all levels to promote a culture of quality improvement.
• Monitor and evaluate performance metrics to track progress towards improvement goals.
• Provide training and education to employees on quality improvement processes and best practices.
• Analyze call logs for quality assurance.
• Research to stay up-to-date with emotional support industry best practices and regulatory standards.
• Communicate findings, recommendations, and progress updates to senior management.
• Participate in regulatory surveys and audits as needed.
• Maintain accurate records and documentation related to quality improvement initiatives.
• Provide appropriate communication skills while offering compassionate listening and peer support in operating the WarmLine for a minimum 4 hours per week.
• Ensure a present and attentive approach, adhering to the guidelines, to maintain the efficiency and effectiveness of our peer support service on the WarmLine
• Participate in training and professional development: Attend regular training sessions and professional development opportunities to enhance knowledge and skills related to crisis intervention and support.
• Exhibit a strong understanding of peer ethics and maintain appropriate boundaries while providing empathetic support and fostering a safe environment for individuals seeking mental health support and resources.

EDUCATION, EXPERIENCE, AND OTHER REQUIREMENTS:

• Personal mental health lived experience and openness to disclose to Warm Line callers and during counselor training is a requirement for this position.
• Minimum 1 year experience in quality improvement, process improvement, or project management.
• Bachelor’s degree from an accredited college or university (preferred)
• Experience in maintaining the confidentiality of sensitive information, understanding of confidentiality practices.
• Familiarity with the mental health recovery movement, peer support model, and local resources.
• Proficiency in Google Office Suite, use of a multi-line phone system, technology systems (Zoom, iCarol, NICE) and basic troubleshooting.
• Demonstrate working knowledge of the mental health, substance use, and suicide prevention services specific to hotline or emotional support WarmLine mental health services.
• Bilingual (English/Vietnamese, English/Spanish, English/Farsi or English/Korean) - not mandatory, definitely a plus.
• Support the values and mission of NAMI OC as related to employment.
• Ability to pass a background clearance.

Reports to NAMI OC WarmLine Operations Manager