Primary Responsibilities

Quality Assurance

-Assist with the development, coordination, and implementation of a formal quality improvement plan for 988 calls and Resource Database

-Using AIRS and 988 standards, monitor and grade consumer interactions using live monitoring, recordings, and reviewing texts and call logs, and provide reports to Emergency Services Manager

-Analyze data, identify trends related to areas of growth and improvement

-Coordinate with Emergency Services Manager to identify staff needs and remediation of skills. 

-Create reports to track progress toward established goals, ensuring all deliverables are met.

-Assists with analysis and investigation of claims/complaints/grievances, including failure to adhere to recommended best practices or mandated policies and procedures

Training 

-Develop and implement training procedures for 988/Crisis Hotline staff

-Present training materials to staff in person and over TEAMS

-Assist in onboarding new 988 and Call Center staff to ensure they have the skills and knowledge necessary to be successful, including shadowing with staff, and providing in person and/or virtual support to new staff in their first 90 days of employment. 

-Identify opportunities for professional development for 988/crisis staff

-Support and encourage AIRS certification process for all team members

-Support use of evidence-based programming and training throughout the agency to promote successful implementation.

-Become a certified trainer in (but not limited to) ASIST, MHFA, QPR

MINIMUM QUALIFICATIONS

• Bachelor's Degree in a human service-related field required
• At least one year of relevant Call Center or Dispatcher experience and Licensed Social Worker or Professional Counselor preferred
• Ability to operate a personal computer and electronic equipment, and utilize a variety of software programs including Word, Excel, Teams and ReferNET.
• Hold or obtain certification as a Community Resource Specialist (CRS) through the Alliance of Information & Referral Systems (AIRS) when eligible
• Ability to work independently and with others and avoid distractions
• Strong desire to provide non-judgmental, appropriate help and assistance to hotline staff
• Ability to communicate well both verbally and in writing and have a keen eye for detail

KNOWLEDGE, SKILLS & ABILITIES

1. Knowledge of: Safety rules and procedures, Agency policy and procedures, Regulatory Agency requirements, documentation requirements.
2. Skills: Sound analytical skills, problem-solving skills, interpersonal skills, computer literacy, multi-tasking.
3. Abilities: Lifting up to 25 pounds, use of computer keyboard, sitting for periods of time, ability to see, hear, and communicate information clearly.

• ADDITIONAL WORKING RESPONSIBILITIESPhysical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions,
• The employee must be able to communicate clearly in person and over the telephone.
• The employee must be able to read written material and computer screens.
• The employee must be able to enter data into a computerized record.
• The employee must be able to serve multiple hours on the telephone and computer.
• Work environment: The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions,
• The noise level in the work environment is seldom quiet. The work environment consists of greeting visitors, phones ringing, and ancillary noise from the hallway and other employees' offices.