Quality Assurance and Training Manager

Vision and Mission:

At United Way of Northeast Florida, we envision a community of opportunity where everyone has hope and can reach their full potential. Our mission is to solve our community’s toughest challenges by connecting people, resources and ideas.

Diversity, Equity and Inclusion is not only valued and demonstrated in our hiring practices, it is a fundamental part of our mission throughout our organization and the communities we serve.

Our Values:

• Teamwork - We work together to accomplish our goals and help each other succeed. 
• Innovation - We are fearless, imaginative trail blazers.
• Mission Focused - We are passionate about our community’s wellbeing and creating lasting change. 
• Integrity – We are honest, transparent and act ethically to create trust. 
• Excellence – We set clear, high expectations for ourselves and our work.  

Purpose of Position:

Oversee the call center program components of quality management and training to meet the goals of innovation and excellence in service delivery for 988 and in collaboration of the 211 team. The Training and Quality Assurance Manager will serve as a vital member of the 988 team and will help to develop, implement, and monitor all quality management initiatives and deliverables for the 988 program with consideration of each call center helpline, including information, referral and support of veterans. The position will monitor the 988 program’s compliance with national standards, policies and procedures.  The position will provide and coordinate behavioral health training. This role will collaborate with mobile response teams and 911 to improve the quality of service delivery.

Key Responsibilities and Essential Functions                                                                                         Develop, implement and oversee internal professional staff training:

1. In collaboration with Director of 988 & Crisis, develop, implement and oversee internal Quality Assurance program.
2. Primary presenter of trainings teaching about best and evidence-based behavioral health practices, standards, and the culture and values of the program.
3. Create and deliver quality training to staff based upon quality improvement strategies that inform and connect practice, training, and produce outcomes in line with program goals.
4. Support programs across the Helpline Center by providing high quality consultation and training in defined areas of need.
5. Support use of evidence-based programming and training throughout the organization to promote successful implementation.
6. Become a certified trainer in (but not limited to) ASIST, MHFA, QPR.
7. Review 988 contact interactions (phone, text, email, and chat) to determine appropriateness of interventions, level of care and overall interventions provided by Helpline Center staff, to recommend and support interventions for case-specific and/or systemic improvement strategies.
8. Assist 988 and 211 Supervisors in communicating with staff on standards and goals set forth by quality improvement and strategic efforts as needed.

 Respond to 988 calls/texts/chats:

1. Provide evidence-informed brief supportive counseling, crisis intervention and suicide prevention support to callers and/or chat/text visitors who are in emotional distress
2. Conduct assessments in accordance to program policies & procedures
3. Utilize resource referral database to provide information and referral assistance to callers seeking mental health and substance abuse services
4. Provide follow-up to high-risk callers reporting suicidal and/or homicidal thoughts and behaviors
5. Manage interactions to ensure appropriate level of support is provided in efficient manner
6. Accurately and efficiently document client interactions
7. Serve as a supervisor in the weekend rotation throughout the calendar year and during at least one major holiday of the year. Assist with filling in for 988 supervisors on vacation.
8. As part of 988 management team, there will be involvement with outreach, the development of formal relationships between partners (911, Mobile Response Teams, peer support orgs, and behavioral health providers) to maintain continuity of care
   1. Develop relationships with 911, MRT, mental health providers and mobile crisis teams to educate and inform them on 988 processes and procedures.
   2. Contribute to the development and implementation of processes and procedures for 911/988 agency coordination.
   3. Identify areas of opportunity to increase coordination between 988,911, and mental health partners.
9. Develop, implement and oversee internal continuous quality improvement data reports
   1. Collaborate with data analyst and 988 director, to build data reports as required that provide quality analysis of the 988 program
   2. Analyze data to understand where program improvements can be implemented
   3. Work in partnership with the IT department in the development of reports from the phone system and call management system

Experience/Qualifications:

• Bachelor’s or Master’s degree in social work, sociology or related field preferred. 
• Crisis, Screening and Suicide prevention work experience highly desirable.
• Minimum 3 years’ experience in the human services, social work, or customer services field required
• Experience administering quality assurance programs preferred
• Experience training and providing performance feedback
• Ability to pass and maintain a Level 2 background check is required.  This is a security background investigation requiring submitting fingerprints to be screened through state law enforcement agencies and the FBI for national criminal history records.
• Must pass pre-employment drug screening
• Staff members who drive a vehicle on UWNEFL business must provide proof of a valid driver’s license and current automobile insurance. 
• High level of proficiency in web-based systems, real time communication systems (i.e. chat/text), Microsoft Office, and other client record management systems.
• Able to troubleshoot basic technical issues.
• Adaptable and able to move with change while maintaining a positive attitude.
• Self-directed to take initiative in follow-up and resolution of daily issues.
• Active listening and interviewing skills.
• Ability to work with people in great need.
• Capacity to perform work calmly and effectively in emotionally intense environment.
• Clear, concise and effective written and verbal communication.
• Relate and interact successfully with persons of various social, cultural, economic,
• and educational backgrounds.
• Ability to problem solve multifaceted difficulties
• Experience with behavioral health/crisis situations
• Strong oral and written English language skills
• 988 is a 24/7 operation open 365 days per year with a variety of shifts available. Work schedule may include evenings, overnights, weekends, and holidays. Schedule may be changed as necessary to meet the needs of clients. Must be responsive and able to work shifts as much as 12 hours in length during call surges and declared emergencies.
• 988 is a hybrid work environment. The possibility of remote work is dependent on performance, reliability, and a private work space which may include access to a private, secure and stable internet connection. 

Compensation and Benefits:

• Competitive Pay – Commensurate with education and experience based on current market
• Health Insurance – Generous zero to low-cost Medical, Dental, and Vision for employees and dependents
• 403(b) Matching – Generous matching up to 6% of annual pay
• Holidays – 11 paid holidays, three personal holidays, and four year-end bonus days
• Vacation – Two weeks paid vacation 
• Flexible Schedule – Hybrid working environment with the ability to modify as needed
• Vibrant Work Environment – office space in The Jessie in downtown Jacksonville, a nonprofit and community gathering space in a sustainable, state-of-the-art facility with free monthly parking
• Purpose – Help United Way transform NEFL into a community of opportunity and hope for ALL people
• Employee Assistance Program
• A fun, challenging, and inclusive culture

General Physical Requirements for Essential Functions of the Job:

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. While performing the duties of this job the employee is regularly required to sit, talk, and/or hear. Continual use of the hands with wrist and finger movement using a keyboard is required. Specific vision abilities required by this job include long hours viewing a computer monitor screen. The employee may occasionally travel using personal vehicle and/or work outside normal office environment.

This description is not designed to contain a comprehensive inventory of all responsibilities and qualifications required of all team members assigned to this position. It is intended only to describe the key elements relative to each section. Also, duties and/or requirements of this position may be modified, added or deleted at any time. This supersedes all descriptions previously written for the same position. Unique equivalent skills and experience may possibly substitute for required position requirements.

Additional Information:

The attributes listed above represent our current thinking for the role. You can be a great candidate even if you don't fit everything we've described below. You can also have important skills we haven't thought of. If that's you - even if you’re on the fence - we encourage you to apply and tell us about yourself! Unique equivalent skills and experience may possibly substitute for required position requirements.

We have built an environment that celebrates the differences in backgrounds and experiences. United Way invests in activities that lead to greater inclusion, diversity, and equity.  We are an equal-opportunity employer and we especially encourage and invite members of traditionally underrepresented communities to apply.

United Way of Northeast Florida is an Equal Opportunity Employer and a Drug Free Work Environment.

UWNEFL reserves the right to adjust work location.