Hotline Training and Quality Assurance Manager
Apply NowCompany: EveryMind, Inc.
Location: Rockville, MD 20850
Description:
Exciting New Position!
On July 16, 2022, the National Suicide Prevention Lifeline will transition to 988, rolling out as an easy-to-remember 3-digit phone number across the country. This is a major milestone in our nation's history. As a local 988 call center, EveryMind has been diligently preparing for this change. We have secured additional resources to support an anticipated tripling in demand for our services. EveryMind and our hotline are growing, with numerous job opportunities for candidates interested in joining our incredible team!
EveryMind is seeking for a Full-time Training and Quality Assurance Manager. Our ideal candidate is responsible for providing training needs to support the training of Hotline staff and volunteers and ensure the quality of people, processes, and procedures to support clients and contacts. Engage and develop team member skill sets to create training curriculum and upskill programs for new hires and tenured staff, as well as refine the current approach based on participant feedback and success metrics.
Why Join EveryMind?
We have served the community for almost 65 years by strengthening communities and empowering individuals to reach optimal mental wellness. We were recognized as a Top Place to Work by Bethesda Magazine.
EveryMind is consistently recognized for being an excellent place to work, offering a positive workplace culture and a competitive compensation package that is meant to provide a great life-work balance.
Our competitive compensation package includes:
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Oversee the assessment, design, delivery, and measurement of training and quality programs for Hotline staff and volunteers. Engage and develop team member skill sets to create training curriculum and upskill programs for new hires and tenured staff, as well as refine the current approach based on participant feedback and success metrics. Plan and schedule ongoing continuing education courses for managers, specialists, and volunteers. Assess Hotline's learning needs, prioritize the biggest opportunities, and create and deliver training programs to prepare staff and volunteers to handle interactions as well as supervisors and managers to effectively lead. Identify cross-team dependencies and coordinate with department leaders to ensure alignment with ongoing coaching and quality assurance efforts. Create, design, and oversee quality program including guidelines and implementing monitoring technology, scorecards, and quality assurance (QA) process and analytics to support the ongoing development of staff and volunteers along with meeting the commitments made to stakeholders. Lead quality monitoring calibration sessions with Hotline Managers, Supervisors, and QA Specialist Oversee training impact measurement, reporting and trend analysis and consult with stakeholders based on these results. Other duties as assigned.
Minimum Qualifications:
To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations will be considered to enable individuals with disabilities to perform the essential functions.
Education:
Bachelor's degree in adult education, Business Management, or quality programs preferred.
Experience:
Skills:
Abilities:
Effectively interact and work collaboratively in a flexible work environment with a variety of constituents including CEO, board members, volunteers, paid staff, media, and donors. Ability to express ideas with clarity, confidence, and sensitivity. Must be able to maintain confidentiality involving clients in accordance with organizational and federal guidelines.
Physical Demands:
The physical demands described here represent those that an employee must meet to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing this job's duties, the employee is frequently required to stand, walk, sit, use hands to finger dexterity, handle with hands and arms, climb stairs, balance, kneel, crouch, or talk and hear. The employee must be able to lift and/or move up to 35 pounds frequently. The job's specific vision abilities include close vision, distance vision, and the ability to adjust focus.
Working Conditions:
The work environment is representative of that which an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must work flexible hours to deliver trainings on a varied schedule. Employee can work hybrid schedule with approval of supervisor. The employee must pass a criminal background check. Certain job functions may require employee to pass a child sexual abuse and other criminal activity as well as a credit check. All staff providing services to staff or clients, must be free of illegal drugs and abuse of alcohol, and must be fully able to perform all required duties at all times.
The employee is also required to travel to different locations.
Full COVID-19 vaccination is required for this position. New hires must be fully vaccinated by the first day of work. (Accommodations may be made for Medical or Religious reasons). If not vaccinated employees must undergo weekly COVID-19 testing. The option for weekly testing is only for certain positions. Please note that many EveryMind contracts and programs require Full COVID-19 vaccination as a condition of employment. If accommodations are needed, please contact the HR Department.
Thank you for your interest in EveryMind. Part of our screening process is to complete an online assessment for Hotline Training and Quality Assurance Manager.
Please click the following link to get started.
On July 16, 2022, the National Suicide Prevention Lifeline will transition to 988, rolling out as an easy-to-remember 3-digit phone number across the country. This is a major milestone in our nation's history. As a local 988 call center, EveryMind has been diligently preparing for this change. We have secured additional resources to support an anticipated tripling in demand for our services. EveryMind and our hotline are growing, with numerous job opportunities for candidates interested in joining our incredible team!
EveryMind is seeking for a Full-time Training and Quality Assurance Manager. Our ideal candidate is responsible for providing training needs to support the training of Hotline staff and volunteers and ensure the quality of people, processes, and procedures to support clients and contacts. Engage and develop team member skill sets to create training curriculum and upskill programs for new hires and tenured staff, as well as refine the current approach based on participant feedback and success metrics.
Why Join EveryMind?
We have served the community for almost 65 years by strengthening communities and empowering individuals to reach optimal mental wellness. We were recognized as a Top Place to Work by Bethesda Magazine.
EveryMind is consistently recognized for being an excellent place to work, offering a positive workplace culture and a competitive compensation package that is meant to provide a great life-work balance.
Our competitive compensation package includes:
- Highly Competitive/ Advanced Base Salary
- Medical, dental, and vision insurance options
- 401K matching benefit
- Highly Generous Leave Schedule (Vacation, Sick, PTO, Volunteer days, Mental Health Days, Birthday leave, and much more)
- Pay Increases
- Professional Development and Growth Opportunities
- Employee Assistance Program
- Flexible Schedule
- Referral Bonus Program
- Sensible Caseload management
- Employee Discount Program
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Minimum Qualifications:
To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations will be considered to enable individuals with disabilities to perform the essential functions.
Education:
Bachelor's degree in adult education, Business Management, or quality programs preferred.
Experience:
- Experience in communication practices developing and guiding quality and training programs
- 5 or more years managing successful training organization with a focus on customer service training and quality (preferably for a rapidly growing startup)
- Knowledge of digital learning management system that emphasizes e-learning
- Strong project management skills
- Strong public speaking skills.
Skills:
- Knowledge of iCarol, Salesforce or similar CRM tool
- Ability to understand and analyze training results
- Hands-on and willing to be involved with execution
- Passion for continuously improving employee experiences through an employee's lifecycle to maximize individual and organizational performance and innovations
- Client-focused with the ability to consult and provide solutions for program implementation or development
- Proven ability to lead, coach, and mentor staff
- Computer skills
Abilities:
Effectively interact and work collaboratively in a flexible work environment with a variety of constituents including CEO, board members, volunteers, paid staff, media, and donors. Ability to express ideas with clarity, confidence, and sensitivity. Must be able to maintain confidentiality involving clients in accordance with organizational and federal guidelines.
Physical Demands:
The physical demands described here represent those that an employee must meet to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing this job's duties, the employee is frequently required to stand, walk, sit, use hands to finger dexterity, handle with hands and arms, climb stairs, balance, kneel, crouch, or talk and hear. The employee must be able to lift and/or move up to 35 pounds frequently. The job's specific vision abilities include close vision, distance vision, and the ability to adjust focus.
Working Conditions:
The work environment is representative of that which an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must work flexible hours to deliver trainings on a varied schedule. Employee can work hybrid schedule with approval of supervisor. The employee must pass a criminal background check. Certain job functions may require employee to pass a child sexual abuse and other criminal activity as well as a credit check. All staff providing services to staff or clients, must be free of illegal drugs and abuse of alcohol, and must be fully able to perform all required duties at all times.
The employee is also required to travel to different locations.
Full COVID-19 vaccination is required for this position. New hires must be fully vaccinated by the first day of work. (Accommodations may be made for Medical or Religious reasons). If not vaccinated employees must undergo weekly COVID-19 testing. The option for weekly testing is only for certain positions. Please note that many EveryMind contracts and programs require Full COVID-19 vaccination as a condition of employment. If accommodations are needed, please contact the HR Department.
Thank you for your interest in EveryMind. Part of our screening process is to complete an online assessment for Hotline Training and Quality Assurance Manager.
Please click the following link to get started.