Lead Quality Improvement Coordinator

Lead Quality Improvement Coordinator (Sepulveda)

This is a hybrid position based in Culver City, CA. You have the option to elect into a 9/80 flex work schedule.

The pay range for this role is between $71,494 - $82,219 annually.

About Didi Hirsch

Didi Hirsch Mental Health Services has been a national leader in whole-person mental health, crisis care, and substance use services since 1942 and is home to the nation's first Suicide Prevention Center. We are a nonprofit organization providing care to about 270,000 people annually across our programs. Didi Hirsch has deep roots in community-based mental health and a commitment to providing culturally responsive services that are just and equitable. More than 1,000 dedicated employees and volunteers make Didi Hirsch's work possible.

Summary

As a Lead Quality Improvement Coordinator, you will be responsible for the management and oversight of quality improvement processes for local 988 and 911 Diversion lines for the Didi Hirsh Suicide Prevention Center, including supervision of QI staff.

Primary Duties

• Provide direct oversight of local 988-line performance expectations based on contractual performance metrics.
• Oversee audit processes for local 988 and 911 Diversion lines, ensuring compliance across various functions, including crisis center protocol.
• Facilitates audit reviews of calls chats and texts to ensure that clinical best practices are in alignment with crisis intervention and documentation standards.
• Reviews 988 and 911 Diversion data to identify potential gaps and areas of growth in operational and clinical performance.
• Implement and manage quality improvement planning (i.e. PDSA) based on identified areas of growth.
• Manage process to identify counselors who need one on one intervention based on audit outcomes.
• Develop dashboards and reports to track staff and volunteer performance.
• Communicate performance measures and metrics updates to stakeholders on a regular basis.
• Collaborate with SPC crisis line management team to examine performance metrics and develop quality improvement action plans.
• Monitor adherence to Lifeline policies and procedures.
• Under the guidance of 988 QI Manager, collaborate with SPC crisis line management to implement corrective action plans as needed.
• Assist and support staff with execution of duties including auditing, feedback provision, and report creation.
• Provide coaching and other supervisory tasks to quality improvement staff related to growth in job-related tasks and duties.
• Direct supervision of QI/QA specialists.

Position Requirements

• Bachelors degree required, Master's degree preferred.
• Minimum 2 years of experience in Quality Improvement in a behavioral health setting. 1-2 years of experience with crisis line work highly desirable.
• Minimum of 1-2 years of experience with managing a team highly preferred.
• Excellent interpersonal skills; ability to tailor communication and training to individual needs; ability to engage large audiences.
• Ability to work with multiple entities facilitating group meetings among those with varying opinions.
• Preferred Working knowledge of computer and software expertise, including Business Intelligence programs, Excel, and Word.
• Savvy with data interpretation, utilization and reporting.
• Advanced written and oral communication skills.
• Knowledge of agency QI goals.
• Strong customer-service skills and aptitude for building solid relationships with stakeholders.
• Strong analytical and problem-solving abilities.
• Demonstrated ability to work cooperatively as a team member and communicate technical information and concepts to line staff.
• Demonstrated ability to work with various departments, learning their individual job flow and program processes.