Position Title: Director, Quality Monitoring
Department: Quality Improvement
Reports to: Assistant Vice President, Quality Improvement
Location: Remote
Pay Range: $92,800 - $150,000
Vibrant Emotional Health’s groundbreaking solutions have delivered high quality services and support, when, where and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone.
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.
- Ensure adherence to all funder and agency QI goals; ensuring that all deliverables are met.
- Provide, implement, and monitor recommendations as a result of investigations and audits and ensure follow-through of internal/ external auditing, as assigned.
- 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
We determine base pay through a comprehensive review of skills, experience, education, certifications, geographic location, and other relevant factors. 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.
Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. Vibrant will consider any equivalent combination of knowledge, skills, education and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.
Vibrant Emotional Health is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state or local laws.
Please be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services related to recruitment or training. Vibrant does NOT charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted on our careers page and all communications from the Vibrant recruiting team and/or hiring managers will be from an @vibrant.org email address.
Skills Required
- Bachelor's degree in Healthcare, Public Health or Social Science
- Master's degree in Healthcare, Public Health or Social Sciences
- Professional clinical licensure (LCSW, LMFT, LMHC, PhD, PsyD) if applicable
- 5+ years relevant experience in non-profit sector, mental health, suicide prevention, crisis intervention or mental health information and referral services
- Experience in Medicaid programs and government contracted or philanthropically funded services
- Deep understanding of regulatory requirements and accreditation standards in behavioral health
- Extensive experience in quality improvement, compliance management, and clinical quality within behavioral health settings
- 3+ years in a supervisory/managerial role
- Proficiency in using statistical tools and software for data analysis
- Proficiency designing and tracking KPIs and quality metrics and producing reports/presentations for senior management
- Understanding of change management principles and strategies
- Experience applying QI principles and models such as Lean Six Sigma
- Strong leadership abilities: influence, coaching, team development
What We Do
Vibrant Emotional Health is a non-profit organization that connects individuals and families with emotional support and care when, where, and how they need it. The organization focuses on providing accessible care and running innovative community programs to support people across all stages of life, ensuring that critical emotional support is available to those who need it most.
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