Hotline Quality & Training Specialist

Position Overview

As our Hotline Quality & Training Specialist, you will play a critical role in ensuring the excellence of our Crisis & Information Hotline / 988 services by developing, training, coaching, and supporting the professionals who provide life-saving crisis intervention services.

Key Responsibilities

• Lead onboarding and training for new Crisis Intervention Specialists, including 90-day certification, while developing engaging training curricula, schedules, and competency evaluations using classroom instruction, call monitoring, and role-play.
• Partner with the Program Manager to coordinate monthly staff training, facilitate learning sessions, and conduct annual competency assessments to ensure compliance with organizational policies and accreditation standards.
• Monitor and evaluate hotline staff performance through quality assurance reviews, provide coaching and corrective feedback, and document staff development plans to promote continuous improvement.
• Collaborate with leadership, compliance, and quality teams to analyze performance trends, identify improvement opportunities, and recommend strategies to enhance service quality and program effectiveness.
• Serve as a clinical resource by providing consultation and coaching on complex crisis calls involving suicide risk, public safety concerns, repeat callers, and other high-risk behavioral health situations.

Qualifications

• A bachelor’s degree is required: Bachelor of Arts (BA), Bachelor of Science (BS), or bachelor’s in psychology, social work, or a behavioral science field.
• Master’s degree in social work, behavioral science, or education preferred.
• Two years or more of crisis intervention experience, including working with individuals experiencing suicidal ideation or behavioral health crises.
• Experience delivering or facilitating training.
• Knowledge of suicide assessment and intervention.
• Strong communication, coaching, and organizational skills.

Benefits

• Healthcare insurance plans: Medical, Dental, Vision
• Group Life: Short-Term & Long-Term Disability 100% paid by employer
• 403(b) retirement plan with 2% of employer contribution and up to 3% employer match
• Flex Spending Account
• PTO - 10 hours a month for FT positions 40 hrs./wk. up to 20 hours monthly as your tenure grows
• 7 ½ Paid Holidays a year + 2 paid floating holidays for full-time positions
• Continuing Education & Training Benefits
• Employee Healthy Living Program – Gym Membership & Smoking Cessation