988 Quality Specialist (Sepulveda Quality Assurance)

This position is fully remote, and you have the option to elect into a 9/80 flex work schedule. The pay range for this role is between $67,500 - $75,000 annually.

Summary

Will work collaboratively with other members of 988 team to implement any corrective action plans at Didi Hirsch call center as needed.

Primary Duties

• Oversight of quality, based on 988 key performance metrics.
• Identifies and implements continuous quality improvement projects in operational and clinical performance.
• Collaborates with SPC crisis line management team to examine 988 performance metrics and develop quality improvement action plans.
• Provides oversight of training and support to Suicide Prevention Center call center relative to all 988 policies and procedures.
• Will work closely with Research and Evaluation to examine equity of services across sub-populations and make improvements as needed.
• Develops and implements an audit process ensuring compliance across various functions, including call center protocol.
• For new and existing counselors, will audit 988 crisis line calls in live time to ensure clinical best practices in safety planning as well as documentation standards are met.
• For new and existing counselors, will audit 988 chats and texts to ensure clinical best practices in safety planning as well as documentation standards are met.
• Monitors fidelity of 988 crisis line protocol and follow-up services.
• Will work closely with other members of 988 team to ensure that Didi Hirsch call center is implementing statewide policies, procedures, and trainings and monitoring ongoing compliance.

Position Requirements

These specifications are general guidelines based upon the minimum, ordinarily considered essential, to satisfactory performance in this position. Individual skills and abilities may result in some deviation from these guidelines.

To perform effectively in this position, the employee in this position is required to have the following competencies:

• Master’s degree at minimum.
• Experience with crisis line work highly desirable.
• Substance use experience preferred.
• Excellent interpersonal skills; ability to tailor communication and training to individual needs; ability to engage large audiences.
• Ability to work with multiple entities facilitating group meetings among those with varying opinions
• Preferred Working knowledge of computer and software expertise, including Business Intelligence programs, Excel, and Word.
• Savvy with data interpretation, utilization and reporting
• Advanced written and oral communication skills.
• Knowledge of agency QI goals
• Strong customer-service skills and aptitude for building solid relationships with stakeholders.
• Strong analytical and problem-solving abilities.
• Demonstrated ability to work cooperatively as a team member and communicate technical information and concepts to line staff.
• Demonstrated ability to work with various departments, learning their individual job flow and program processes.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)