Remote Manager of Quality Improvement
at The Trevor Project

Summary

Join our team as Manager of Quality Improvement and lead the successful collection and analysis of conversation evaluation and feedback data, ensuring quality-related metrics are met and contractual obligations are fulfilled.

Requirements

• 2 or more years of crisis intervention experience, ideally across the crisis care continuum
• 1 or more years of direct experience in quality assurance and quality improvement, including collecting and analyzing data
• Advanced skills of empathy and understanding for consumers of crisis services
• Intermediate knowledge of quality improvement best practices
• Ability to apply quality improvement best practices, including via building survey tools and data dashboards (e.g., Tableau, Sisense, Looker)
• 3 or more years of supervisory experience (including hiring, training, leading, coaching, developing, and managing the performance of direct reports successfully in the past)
• Ability to work, communicate, and collaborate effectively with individuals and teams at all levels, both internally and externally
• Attention to detail and accuracy in all work
• Professional proficiency in conversational and written English
• Planner and problem-solver with ability to prioritize and achieve strategically, even in spaces of ambiguity and under tight timelines

Responsibilities

• Lead and coach two teams to promote confidence and excellence - 988 Quality Improvement and Classic Quality Improvement
• Ensure all quality efforts fulfill contractual obligations where applicable, meet accreditation expectations, align with strategies and goals of the organization at large, and lead to effective collaborations with operations stakeholders
• Identify opportunities for innovation strategically so that consistency and parity of approach is prioritized as much as possible
• Design and build innovative quality-related tools and systems
• Analyze and release quality-related data to stakeholders at all levels of the organization to drive future improvements
• Collaborate with internal stakeholders to assess performance and ensure accountability and effective feedback
• Manage the quality-related performance flag process, ensuring calibration is accurate and that standards are developed and followed as needed
• Become an expert in our 988 contractual obligations for quality assurance, as well as the broader landscape and expectations of 988 crisis centers
• As needed, cover responsibilities within crisis services, such as serving as the On-Call Consult, conducting counseling or supervision shifts, supporting counselor training, and filing child abuse and other reports
• Lead and collaborate with empathy, showing courage and compassion when making decisions
• Demonstrate fair, ethical, and equitable business practices
• Inspire and foster collaboration and partnerships
• Create spaces that are supportive and affirming to all
• Learn eagerly, share knowledge generously, and improve continuously

Benefits

• Comprehensive health insurance, including plan coverage for various gender affirmation care (and we pay 100% of your employee contribution premiums for medical, dental, vision, AND basic life insurance)
• 403(b) retirement plan with 3% match
• Generous vacation and 13 paid holidays (one of our holidays is Harvey Milk Day!) plus two floating holidays and three half-day Fridays during the summer
• Employee Assistance Program to help with confidential emotional support, work-life solutions, financial solutions, legal assistance, or online support
• In-network mental health office and virtual visits are covered at 100%, and out-of-network visits are covered at an enhanced level
• Remote work from the continental US, Alaska, or Hawaii (we provide the technology, a monthly internet reimbursement, and reimbursement to outfit your work-from-home space!)
• Professional and Learning Development Trainings/Education: including a professional subscription to LinkedIn Learning, providing access to more than 13,000 high-quality on-demand courses
• Online Subscription to Headspace, a digital mindfulness and meditation platform