A Quality Improvement Specialist is responsible for identifying areas of improvement within the NAMI OC WarmLine Program and developing and implementing strategies to enhance operational efficiency and productivity, ensure compliance with regulatory standards, and maintain high-quality call services.
ESSENTIAL FUNCTIONS AND DUTIES:
Conduct quality audits and assessments to identify areas for improvement.
Develop and implement quality improvement plans and initiatives.
Collaborate with staff at all levels to promote a culture of quality improvement.
Monitor and evaluate performance metrics to track progress towards improvement goals.
Provide training and education to employees on quality improvement processes and best practices.
Analyze call logs for quality assurance.
Research to stay up-to-date with emotional support industry best practices and regulatory standards.
Communicate findings, recommendations, and progress updates to senior management.
Participate in regulatory surveys and audits as needed.
Maintain accurate records and documentation related to quality improvement initiatives.
Provide appropriate communication skills while offering compassionate listening and peer support in operating the WarmLine for a minimum 4 hours per week.
Ensure a present and attentive approach, adhering to the guidelines, to maintain the efficiency and effectiveness of our peer support service on the WarmLine
Participate in training and professional development: Attend regular training sessions and professional development opportunities to enhance knowledge and skills related to crisis intervention and support.
Exhibit a strong understanding of peer ethics and maintain appropriate boundaries while providing empathetic support and fostering a safe environment for individuals seeking mental health support and resources.
EDUCATION, EXPERIENCE, AND OTHER REQUIREMENTS:
Personal mental health lived experience and openness to disclose to Warm Line callers and during counselor training is a requirement for this position.
Minimum 1 year experience in quality improvement, process improvement, or project management.
Bachelor’s degree from an accredited college or university (preferred)
Experience in maintaining the confidentiality of sensitive information, understanding of confidentiality practices.
Familiarity with the mental health recovery movement, peer support model, and local resources.
Proficiency in Google Office Suite, use of a multi-line phone system, technology systems (Zoom, iCarol, NICE) and basic troubleshooting.
Demonstrate working knowledge of the mental health, substance use, and suicide prevention services specific to hotline or emotional support WarmLine mental health services.
Bilingual (English/Vietnamese, English/Spanish, English/Farsi or English/Korean) - not mandatory, definitely a plus.
Support the values and mission of NAMI OC as related to employment.
Ability to pass a background clearance.
DETAILS:
Full Time Position
Must reside in Orange County, California or within the area (LA,SD,IE)
Hybrid, must be able to work in person when required.
Reports to NAMI OC WarmLine Operations Manager