Director, Quality Monitoring

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 exce