Quality Assurance Manager - HopeLink Behavioral Health

POSITION: Quality Assurance Manager (Full-Time)

SALARY:

$65,000-$70,000 a year.

Full benefits including medical, dental, and more!

WORK HOURS/SITE:

this is a virtual position and requires 40 hours per week. Monday through Friday

REPORTS TO:

Director, Crisis Services

POSITIONS SUPERVISED:

Lead Supervisor(s), Shift Supervisor(s), and/or Crisis Worker(s)

SUMMARY STATEMENT OF POSITION:

The Quality Assurance Manager is responsible for the direct oversight of all quality assurance and quality improvement initiatives within the crisis services programs (phones, chat, and text). This position maintains a strong working knowledge of Crisis Services operational needs, contractual requirements, and data collection practices to support the dissemination of critical information to the supervisory, clinical, and training team members. This position oversees the process of data collection, review, and analysis of program deliverables, as well as implementing any corrective action and performance improvement plans, including at a direct employee level on a case-by-case basis. The Quality Assurance Manager ensures the program aligns with current requirements, and in collaboration with clinical and training standards set forth by our stakeholders. This position will oversee a team of direct reports to provide supervisory duties to support the growth of the program and ensure the continuity of operations. While also supporting the training team ensure completion of qualified, quality candidates and supports compliance efforts.

DUTIES:

Develop and maintain the weekly tracking of contract performance goals for quality assurance.

Review a set standard of minimum conversation reviews.

Review a minimum of percentage of crisis interactions monthly.

Document common quality concerns and recommendations for supervisory, clinical, and training and/or guidance needed to correct issue.

In coordination with the Directors, scheduled and provide monthly updates to Supervisors and Leadership about quality assurance concerns and improvements.

Maintain a strong working knowledge of the required contact metrics and evaluation process provided by stakeholders.

Actively participate in the monthly meetings with stakeholders Vibrant for chat and hotline performance with the ability to report on Quality Assurance and Improvement initiatives and plans.

Participate as needed in regularly reviewing and ensuring content is accurate, up to date and aligned with current guidance from Vibrant Emotional Health, SAMHSA and VADBHDS.

Regularly review content disseminated and located within the Network Resource Center to ensure subject matter expertise on current procedural and approach requirements provided by Vibrant Emotional Health.

ESSENTIAL COMPENTENCIES:

Excellent business acumen by being strategic, decision driven and understands business implications of decisions.

Strong business ethics by inspiring trust of others, upholding organizational values and treating others with respect.

Communication excellence in keeping others adequately informed by using appropriate communications while leading and inspiring others.

Conflict resolution by confronting difficult situations, maintain objectivity, and keeps emotions under control.

Delegation by setting expectations, monitors delegated activities, and gives authority to work independently.

Management and development of people to encourage growth, provides direction and give regular performance feedback.

Performance coaching that motivates for increased results, recognizes contributions, and defines responsibilities and expectations.

Strategic thinking to develop strategies to achieve organizational goals, adapt to changing conditions, and understands strengths and weaknesses.

QUALIFICATIONS:

Bachelor's Degree or higher in Human Services, Social Work, Psychology, Sociology or related field.

Two years' or more in direct work experience related to behavioral and mental health services, crisis intervention and/or suicide prevention.

Experience in telephonic, chat, and text crisis management and crisis call center environment.

Demonstrated experience in crisis call center performance metrics.

Demonstrated experience in direct supervision and management of volunteers or employees.

Ability to exercise excellent independent judgment with minimal direct supervision.

Excellent oral and written communication skills, and familiarity with computer use.

Knowledge of substance abuse, mental health, and recovery issues and principles. Cultural competence in working with individual's various descent, impairment, and demographic populations.

Creative problem-solver with a high degree of integrity and person accountability.

Ability to work individually and within a team environment and adjust to changes in workflow as needed.

EXPECTATIONS REGARDING QUALITY OF WORK:

Ensure all written materials (i.e., reports, logs, and records; including program schedule changes) are accurate, thorough, and in accordance with defined standards that are up to date.

Ensure all follow-ups and outbound calls falling outside of business hours are completed on time and tracked.

Bi-weekly supervision meetings with direct reports are proactively scheduled.

Annual HopeLink compliance and training requirements are met on time.

Contributes to improving the communication workflow to keep supervisory, clinical, and training teams informed of current happenings related to operations, plan for future events, and provide support to team.

All electronic communications are sent within 2 business days using professional language.

Ensure that HopeLink and Crisis Services policies and procedures are followed.

Hopelink is an Equal Opportunity Employer. Committed to Diversity, Equity, and Inclusion

'Where Hope Meets Help.

We are unable to hire in the following states:

California, Illinois, Massachusetts, Michigan, New York, North Dakota, Ohio, Oregon, Washington, Wyoming