Quality Assurance Lead

5 days ago

Edmonton, Canada Canadian Mental Health Association Edmonton Region Full time

**Identifying Information**

Job Title: Quality Assurance Lead, Crisis Services

Program Area: Crisis Services

Job Level: Team Lead

Reports to: Manager, Crisis Services

**Organization Summary**

CMHA-Edmonton is a non-profit organization whose mission is to ensure that all people experience good mental health and well-being. We increase awareness and understanding of mental health, mental illness, recovery, and suicide prevention through education. We support the resilience and recovery of people in distress including those affected by mental illness or suicide by providing crisis intervention; safe, long-term and affordable housing; peer support; suicide grief and family support; information and referral support; and providing opportunities to improve your wellness.

**Job Summary**

Reporting to the Manager, Crisis Services, the Quality Assurance Coordinator, is responsible for assisting with the activities necessary to ensure the quality of services offered by the CMHA - Edmonton Region’s Crisis Services. CMHA-ER’s Crisis Service provide short term supportive listening that helps people in crisis who may be feeling overwhelmed, experiencing abuse or contemplating suicide. The position trains and monitors the quality of service provided by the Crisis Services program. The Quality Assurance Coordinator will also respond to Crisis Services interactions during periods of high volume or staff absences. The position is involved in data analysis, report writing, development of staff training materials, onboarding new staff, and evaluating calls for use in staff performance reviews.

**Job Duties and Responsibilities**

**Program Administration**
- Provides data analysis for the Crisis Services program including compilation of data for the purposes of quality assurance, evaluation and stakeholder engagement
- Ensures that the Manager is informed of risk management issues, including those that have implications beyond existing policy or that may have the possibility of affecting the agency’s reputation or resources
- Provides line coverage during periods of high volume, staff absences or other times when required
- Performs on-call responsibilities in crisis/emergency situations when staff need assistance and/or direction on how to proceed in a given circumstance
- Supports the scheduling and leading the delivery and evaluation of monitor shifts for volunteers

**Training and Evaluation**:

- Creates, implements and evaluates a Crisis Service quality assurance plan
- Has a lead role in coordinating and facilitating training for new staff and ongoing training and in servicing
- Ensures that Crisis Services training materials and working procedures are maintained, kept relevant, up to date and consistent
- Supports the evaluation of employee and volunteer performance by reviewing contacts received by staff and volunteers and compiling feedback for performance improvement that is shared with the direct supervisor for action on.
- Completes required Crisis Services quality assurance monitoring and evaluation, work in conjunction with the direct supervisor to deliver evaluations and plan for performance improvement
- Monitors performance as per performance management processes that are put in place, works with direct supervisors to provide follow up performance monitoring.
- Participates in regular supervision, team and staff meetings
- Supports the Crisis Services team in the roll out of new processes and partnerships, ensuring quality standards are met
- Leads Crisis Services staff training:
- In design, development and evaluation of training curriculum
- Ensures staff are given the appropriate training to be successful in their positions
- Plans for and implements training on new initiatives
- Ensures the Helplines Support Worker training is accurate, up to date and based on best practice and AAS standards
- Leads the appropriate training and updates for staff to meet program expectations and maintain accreditation standards

**Qualifications/Experience**
- Related post-secondary Diploma
- Minimum of 3 years’ experience in a client/customer service role where high volume, challenging and/or difficult situations are regularly encountered
- Experiences with a crisis focused phone line will be considered an asset
- Successful attainment and maintenance of:

- Information and Referral Specialist Certificate
- Crisis Worker Certificate
- GBA+ Certification
- Brain Story Certification
- Acceptable attainment and maintenance of a Police Information Check with a Vulnerable Sector Check and an Intervention Record Check

**Skills/Abilities**
- Strong interpersonal, verbal and written communication skills, including excellent telephone skills to ensure callers’ needs are determined and met
- Experience working with or managing volunteers
- Ability to work effectively in a challenging environment, deal with difficult situations and respond in a composed manner
- Positive, helpful attitude towards assisting clients

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