Position Overview: The Crisis Helpline Quality Assurance Specialist is responsible for assisting CommUnity Crisis Services with monitoring and comprehensive quality assurance, ensuring compliance with all contracted regulations, working with the Crisis Helpline Quality Assurance Coordinator to monitor and improve outcome measures. and assessing client satisfaction with services.

Reports to: Crisis Helpline Quality Assurance Coordinator

Roles and Responsibilities:

• Carry out monthly quality assurance evaluation of both national and local Crisis Helpline call, chat, and text contacts
• Ensure compliance with CommUnity policies and local and national regulatory guidelines
• Participate in quality assurance meetings and presentations
• Maintain records on quality assurance scores for all Crisis Helpline Specialists (CHS) and volunteers
• Review feedback from clients to CHS on an ongoing basis
• Prepare and distribute individual feedback documents to staff and volunteers
• Assist with preparation for accreditation and provide data reports as needed in response to accreditation requests and plans for correction
• Other duties as assigned

Minimum Qualifications:

• Bachelor’s degree
• Complete mandatory training programs at first available opportunity (ASIST and Iowa Mandatory Reporter Training)
• Efficiency with reviewing information and ability to provide meticulous evaluation and feedback
• Great attention to detail and excellent communication skills; ability to communicate information in a clear and accurate manner
• Experience assisting people with relationship difficulties, depression, stress, extreme poverty, mental illness, and other crisis issues
• Skilled in the use of computers, including Microsoft Office suite, databases, team/project management applications, and online training platforms
• Ability to model a client-centered, compassionate, nonjudgmental approach
• Personal attributes such as professionalism, integrity, and commitment to self-improvement
• Ability to work efficiently both in a team and independently
• Ability to work a flexible schedule
• Ability to pass a background check

Desired Qualifications:

• Bachelor’s degree in Social Work, Counseling, or a related field and experience in a mental health field
• Other Chapter 24 Accreditation standards for crisis response staff hiring (see Iowa Code 441—24.24(225C) for more details)

If interested, please send cover letter and resume to altahra(.)ahmed(at)builtbycommunity(.)org

Or

Altahra Ahmed, Crisis Helpline Quality Assurance Coordinator

CommUnity Crisis Services and Food Bank

1121 S. Gilbert Ct.

Iowa City, IA 52240

CommUnity Crisis Services and Food Bank is an Equal Opportunity Employer