Manager, Hotline Quality Assurance

Want to make a difference? Come be a part of the amazing work EveryMind is accomplishing!

EveryMind is hiring a Quality Assurance Manager join our Hotline team. The Hotline Quality Assurance Manager establishes the standards for high quality service and sets a regular auditing cycle for all Crisis Hotline Counselors, designed to ensure visitors to the Hotline receive consistent quality support. This position collaborates with other members of Hotline leadership to create processes that highlight exemplary service delivery, identify gaps in counselor skill, and set expectations for coaching to improve skills when gaps are identified. Responsible for Quality Assurance of hotline services to ensure compliance and accreditation standards are fulfilled.

The EveryMind Hotline 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. Due to the nature of the interactions on the Hotline and 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 do not recommend Hotline work if their experience is so recent.

Why Join EveryMind?

EveryMind is a growing private independent nonprofit organization with 195 employees across 20 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)
• Professional Development and Growth Opportunities
• Employee Assistance Program
• Flexible Schedule
• Referral Bonus Program
• Employee Discount Program
• A Great Place to Work

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Oversee the design, assessment, delivery and evaluation of the Quality Assurance program for Crisis Hotline Counselors.
• Create, design, and oversee quality program including guidelines and implementing monitoring technology, scorecards, and Quality Assurance (QA) process and analytics to support the ongoing development of staff and volunteers along with meeting the commitments made to stakeholders.
• Clearly communicate the goals and purpose of the QA team across the program.
• Identify cross-team dependencies and coordinate with department leaders to ensure alignment with ongoing coaching and QA efforts.
• Maintain relationships with contract monitors and national service administrators to ensure QA requirements are met.
• Lead quality monitoring calibration sessions with Hotline Managers, Supervisors, and QA team.
• Identify trends based on QA data and collaborate with Hotline Training and Development Manager to identify skill development and training needs based on QA audits.
• Collaborate with Hotline Operations Manager to ensure QA processes are communicated clearly and implemented consistently for all Crisis Hotline Counselors.
• Provide direct supervision to all members of the Hotline Quality Assurance Team.
• Other duties as assigned.

Supervision to be exercised:

Supervise Analyst, Quality Assurance

Supervision to be received:

Receive supervision from Hotline Senior Clinical Manager.

Education:

Bachelor’s degree OR equivalent years of experience in the field required, Bachelors degree in adult education, human services, mental health, or quality programs preferred

Experience:

Experience in communication practices developing and guiding Quality Assurance programs. 3 or more years managing, overseeing, organizing successful Quality Assurance programs with a focus on mental health. Knowledge of digital Quality Assurance scoring and analytics systems required. at least 3 years of experience using such systems, preferred.

Skills:

Strong project management skills. Strong public speaking skills. Hands-on leadership skills, willing to be involved with execution. Passion for continuously improving employee experiences through an employee's lifecycle to maximize individual and organizational performance and innovations. Client-focused with the ability to consult and provide solutions for program implementation or development. Proven ability to lead, coach, and mentor staff. Computer skills.

Abilities:

Effectively interact and work collaboratively in a flexible work environment with a variety of constituents including CEO, board members, volunteers, paid staff, media, and donors. Ability to express ideas with clarity, confidence, and sensitivity. Must be able to maintain confidentiality involving clients in accordance with organizational and federal guidelines. Familiarity with working and hiring interns and volunteers. Able to supervise multiple people

Physical and Emotional Demands:

The physical and emotional 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 interactions on the Hotline and 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 do not recommend Hotline work if their experience is so recent.

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  Please note, only complete applications including responses to all application questions will be considered at this time. Thank you.