Quality Improvement Specialist

Quality Improvement Specialist, Crisis Call, Chat, & Text Programs will be responsible for reviewing, grading, and ensuring overall quality of calls, chats and texts for the Crisis Call, Chat, and Text Programs. The programs provide phone call and online support for individuals utilizing Crisis Calls, Chat and Text services, to include crisis intervention, emotional support, and resources to all contacts. The Quality Improvement Specialist will receive approximately 48 hours of training related to active listening skills, risk assessment, safety planning, suicide prevention practices, and utilization of agency resources to match callers, chatters and texters with needed information. Standard work hours for this position are Monday – Friday; 9:00am – 5:00pm.

This position's regular work location is fully remote. Onboarding will consist of 5 - weeks of onsite training from 9:00am to 5:00pm prior to transitioning to remote status.

Qualified Candidates For This Position Must Have

• Bachelor's Degree required, master’s degree in counseling, Social Work, or mental health related field preferred.
• Bachelor's Degree from an accredited school with a minimum of 120 college credits, master's degree from accredited school with a minimum of 30 graduate school credits. Transcript or copy of degree(s) required.
• Computer skills with various software – Microsoft Products proficient skills required.
  
  

Primary Responsibilities

• Grading chat and texts for the Crisis Call, Chat, and Text Programs in accordance with Lifeline standards.
• Ensuring that safety assessment questions have been asked on all interactions and imminent risk assessment has been conducted as indicated.
• Ensuring that required elements have been utilized in all chats and texts, to include active engagement, exploring the situation, safety assessment, imminent risk assessment (if applicable), emergency services intervention (if applicable), collaborative problem solving, safety planning, and wrapping up.
• Reviewing any interaction over 120 minutes for pacing concerns.
• Grading a minimum of 5 calls, chats and texts per counselor each month.
• Documenting notes for each interaction to be sent to the counselor and supervisor, identifying areas of strength/improvement, training needs/focus areas, Lifeline guidance to reference, and a final grade.
• Submit the monitoring form into the Vibrant Exchange platform and any other required documentation
• Monitor the Vibrant Exchange platform to identify flag interactions and other requests
• Meeting with supervisors and counselors every month to discuss any follow up needs for grading.
• Providing feedback, support, and assistance to supervisors, Deputy Directors, and Program Managers regarding emergency intervention concerns.
• Completes all trainings as required by Lifeline and Grassroots.
• Skilled in the use of technology including telephones, computers (PC), laptops, software and email.
• (For Remote Work - DC, MD, VA residents only) Must have a computer/laptop, high-speed internet and a quiet workspace.
• Other duties as assigned, required, or needed.
  
  

Skills And Abilities

• Excellent oral and written communication skills.
• Knowledge of and familiarity with local and statewide community resources.
• Analytical and problem-solving skills.
• Computer skills with various software and the internet.
  
  

Agency-wide Responsibilities

• Participates in supervision, in-service training, and staff meetings.
• Maintains good working relationships with co-workers and positively contributes to group morale.
• Completes all administrative duties including time sheets, leave requests, etc. on time.
• Uses appropriate channels of communication to resolve conflicts with other staff.
• Interacts with staff, clients, and visitors in a professional and courteous manner.
  
  

Work Conditions Include

• Remote work.
• Hours are flexible to meet program needs.
• Must be able to lift 25lbs.
  
  

Supplemental Grassroots Rewards & Incentives

Grassroots offers to pay 100% of the expenses for its employees wishing to take advantage in the following areas:

• Licensure and/or Renewal (ex. Clinical, Nursing, Medical, etc.)
• CEUs
• Professional Trainings and/or Conferences
• Field Certifications
• Automatic wage increases for Certifications achieved while employed.
• $250 Hiring Bonus for full completion of Onboarding and HR trainings. – w/stipulation that they are completed as scheduled by Grassroots.
• $500 Retention Bonus – w/ stipulation that the employee is in positive standing and meets probation.
• Small Loan Option at 0% Interest for 1 year
  
  

We do not offer Tuition Reimbursement. This is strictly funding available for professional development and/or training.

All incentives and/rewards are subject to the employee meeting the required policies and procedures, including, but not limited to, agency’s 3-month probationary period, performance metrics, and/or signed agreements prior to registration and authorization by Grassroots leadership