Director, Quality Monitoring

Position Overview

The Director, Quality Monitoring directs, plans, and organizes the staff and activities of the quality/performance improvement program to achieve approved clinical goals and strategic operating plans and objectives. This role works directly with 988/National Suicide Prevention Lifeline, Vibrant national networks, 988 Network centers, and other key stakeholders such as SAMHSA to develop, implement, and track quality improvement measures. The Director ensures compliance with regulatory agencies in accordance with internal and external requirements/regulations. In addition, the Director promotes effective client safety and performance improvement initiatives to improve processes and outcomes of client care.

Duties/Responsibilities

• Direct, strategize, and organize continuous quality improvement activities for contact center systems (specifically Lifeline/988) through program(s) performance monitoring, operational audits, internal and external data analysis, and the production of regular, timely, performance reporting as mutually defined with the agency’s program leaders and with external funders.
• Identify program-related data needs to help recognize programmatic trends and best practices; Analyze, interpret, and make changes based on the data reviewed.
• Ensure quality improvement efforts are sustained and continuously enhanced across all 988 service modalities including voice calls, chat, text, and videophone to maintain consistent high-quality clinical services.
• Audit/review department, program, and agency business practices and provide recommendations to ensure improvement of processes and overall quality of service.
• Collaborate with key stakeholders and internal teams to ensure that programs meet the needs of the consumers served.
• Lead implementation of AI-powered quality improvement processes, ensuring alignment with organizational goals and compliance with legal and regulatory requirements.
• Complete quarterly and annual trend reports as well as reporting and follow-up regarding National Networks specific goals and objectives as part of the agency QI Work Plan.
• Act as a representative and spokesperson at meetings, conferences, and events, and in communications with network centers, SAMHSA, and other partners, as needed.
• Establish relationships and regular engagements with external partners, collaborators, and vendors in support of the successful completion of project goals and deliverables.
• Shares best practices and lessons learned with members; develops and manages direct reports and oversees the development and management of their staff.
• Performs other duties/responsibilities, as assigned, within the scope of the position.

Required Skills/Abilities

• Skilled in data analysis, interpretation, and turning data into useful information to inform decision-making and continuous process improvements for a nonprofit organization in the behavioral health field.
• Strong document and report writing skills, including experience in writing policies & procedures, management reports, etc.
• Strong problem-solving skills and ability to make solid, timely, assessments and decisions.
• Strong commitment to developing and teaching team members.
• Ability to work in an agile environment with multiple overlapping priorities.
• Knowledge of local, state, and federal regulatory guidelines, and related QI processes.
• Experience and a high degree of comfort with public speaking, including media interviews, and presentations to senior-level executives, public officials, and other key policymakers, decision-makers, and influencers.
• A collaborative and flexible style with a strong service mentality.
• A hands-on manager with a desire to work in a dynamic mission-driven environment.
• Lean/Six Sigma knowledge/certification a plus.

Required Qualifications

• Bachelor's Degree required; Master's degree preferred in Healthcare, Public Health, or Social Sciences (along with professional clinical licensure LCSW, LMFT, LMHC, PhD, PsyD if applicable).
• Experience in the non-profit sector, mental health, suicide prevention, crisis intervention, and/or mental health information and referral services experience is a plus.
• 5-10 years in a managerial role with quality improvement/assurance or compliance required.

Physical Requirements

• Must be able to remain in a stationary position 50% of the time.
• Will constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Will frequently communicate over video calls with internal and external stakeholders.

Pay

The range listed reflects the compensation parameters for the role and does not represent the full compensation package. A complete overview of compensation and benefits will be provided by the Talent Acquisition team during the hiring process.

Full time employees will be eligible for excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, employer paid disability insurance, employer paid life insurance, pre-tax FSA for medical and dependent care, and 401K available.