BEST PRACTICE AND QUALITY ASSURANCE SPECIALIST

DeafLEAD is a non-profit organization that provides crisis intervention services to Deaf, Hard of Hearing, Late-Deafened and DeafBlind individuals and their families within the state of Missouri and nationwide.  Our mission is to promote the emotional and physical well-being of consumers in a safe and respectful environment utilizing a consumer-centered, trauma-informed approach.

We are committed to providing a variety of services to effectively meet the changing needs within the Deaf community. These services include (but are not limited to): crisis intervention, safety planning, legal/medical/personal advocacy, case management, crisis videophone/text/chat/hotline services, mental health services, training, and interpreting.

No American Sign Language Fluency is required for this position. Crisis counselors will have the opportunity to participate in DeafLEAD’s community American Sign Language course.

DeafLEAD offers crisis chat and text services 24 hours a day, every day of the year. DeafLEAD provides chat/text services every day of the year.

PRIMARY RESPONSIBILITIES AND DUTIES:

·      Follow DeafLEAD’s policies and procedures

·      Believe in DeafLEAD’s philosophy and goals as stated in Summary of Organization

·      Monitor quality of crisis line documentation

·      Evaluate and score assigned crisis line transcripts and recordings

·      Perform quarterly evaluation meetings with crisis counselors, or as needed

·      Meet with counselors to review transcripts flagged by DeafLEAD or Vibrant Emotional Health’s QA team for quality concerns

·      Monitor counselor quantitative metrics, including but not limited to, answer rates, productivity reports, etc.

·      Provide individual coaching and coaching plans to counselors who are not meeting quality standards

·      Notify child abuse services when appropriate  

·      Notify emergency services for intervention when appropriate

·      Assist with the coordination of monthly agency in-service meetings as needed

·      Assist in development and execution of crisis line trainings as needed

·      Successfully complete all Lifeline required trainings annually, as well as other trainings and certifications as assigned.

·      Attend weekly meetings with the Best Practice and Quality Assurance Manager

·      Attend American Sign Langugage courses twice a week unless already fluent

·      Attend DeafLEAD bi-weekly staff meetings

·      Other duties as assigned

QUALIFICATIONS:

·      Must complete DeafLEAD’s 100 + hour crisis intervention training

·      Caring and empathetic person

·      Exceptional writing and reading comprehension skills

·      Ability to remain calm in crisis situations

·      Bachelor’s degree or in psychology, social work, non-profit management or related field preferred, but not required

·      Previous experience working in crisis management, suicide prevention, mental health or related field

·      An ability to work with people of various race, color, national or ethnic origin, ancestry, age, religion or religious creed, disability or handicap, sex or gender, gender identity and/or expression, sexual orientation, military or veteran status, genetic information or any other characteristic protected under applicable federal, state or local law.

·      Must be able to pass a background check

IMMEDIATE SUPERVISOR:

·      Best Practice and Quality Assurance Manager

DEAFLEAD HIRES REMOTE CANDIDATES IN THE FOLLOWING STATES: 

AL, AZ, CO, FL, GA, IA, IL, IN, KS, KY, LA, MD, MN, MO, MS, NJ, NM, NV, OK, SC, TN, TX, UT, VA, and WI.