Quality Improvement Supervisor

1 week ago

Toronto, Canada Centre for Addiction and Mental Health Full time

In 2022, CAMH was announced as the lead for the coordination and administration of 9-8-8, the new national three-digit number for suicide prevention in Canada that launched November 30, 2023. 9-8-8 is Canada’s official three-digit national helpline for suicide prevention and emotional distress. This groundbreaking new service is available 24/7/365 and accessible to everyone from coast to coast-to-coast.

The 9-8-8 National Hub plays a pivotal role in providing front line service for the 9-8-8 Suicide Crisis Helpline. The 9-8-8 National Hub provides 24/7 service via phone and text modalities.

The Quality Improvement Supervisor is responsible for supporting all 9-8-8 Suicide Crisis Helpline (a network of 40+ partner organizations) quality assurance and quality improvement efforts. The QI Supervisor assists and collaborates with the Quality Team to conduct quality assurance activities for the 9-8-8 network to assure that all partners are performing optimally, investigate complaints and have an awareness of issues impacting the service.
- Key Accountabilities_
- Assist with monitoring, analyzing and reporting on performance for the network. This includes:

- Auditing voice and text interactions
- Gathering statistical information for quarterly 9-8-8 partner reports
- Assist with supervising the 9-8-8: Suicide Crisis Helpline contact response management system from a broad network perspective.
- Monitor drafts
- Monitor follow-up calls
- Monitor alerts/events/trends/surges
- Monitor callers/texter and gather information as needed to provide partner organizations with a consistent approach
- Review 911 interventions, follow-up calls, and other essential practices to ensure consistency and adherence to best practices.
- Prepare written reports, assemble data, and develop charts and graphs representing key performance indicators or other data.
- Collaborate with other departments such as training and education to develop proactive QI activities to ensure partner organizations compliance with contracted 9-8-8’s operational and clinical key performance indicators.
- Have a sound working knowledge of 9-8-8 Suicide Crisis Helpline standard operating procedures and partner organization service level agreement requirements
- Uphold ethical and legal standards of CSC
- Work cohesively alongside a team of Quality Improvement Supervisors
- Other duties as assigned

**Job Requirements**

**Please Note**: These two (2) full-time, permanent positions are NOT part of any bargaining unit. These roles will be Remote within Canada.

**Salary Range**: Competitive salary and benefits.

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