What are the responsibilities and job description for the MiCAL Quality Assurance Manager position at Common Ground?
SUMMARY:
The Michigan Integrated Crisis and Access Line (MiCAL) is a statewide helpline initiative to provide Michiganders the ability to access behavioral health services while in crisis. MiCAL offers 24/7, 365 support by phone, text message, and online chat. The ideal MiCAL Quality Assurance Manager will be a human services professional with a keen eye for details who can work resourcefully and efficiently to assure the quality of the program operation and systems. The MiCAL Quality Assurance Manager will report directly to the MiCAL Senior Director.
ESSENTIAL JOB FUNCTIONS:
Environmental Working Requirements:
The employee is required to have a private, at-home office environment free from distractions and conducive to handling sensitive calls/texts/chats. The job requires exposure to computer screen(s). Assignments may require work to be done on an individual basis or in virtual teams with members at various staffing levels. Common Ground will provide essential technology and equipment including laptops. A minimum home internet speed of 45 Mbps (Megabits per second) download and 7 Mbps upload is required. Common Ground will not cover the cost of home internet.
The agency may in its sole discretion fill this position on a full-time or part-time basis with the individual best fit to perform the essential functions of the job. The above statements describe the general nature and level of work performed by employees assigned to the title. Incumbents may be required to perform job-related responsibilities and tasks other than those stated in this specification. Employees in this title are subject to a background check.
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.
Common Ground is an equal opportunity employer and affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.
The Michigan Integrated Crisis and Access Line (MiCAL) is a statewide helpline initiative to provide Michiganders the ability to access behavioral health services while in crisis. MiCAL offers 24/7, 365 support by phone, text message, and online chat. The ideal MiCAL Quality Assurance Manager will be a human services professional with a keen eye for details who can work resourcefully and efficiently to assure the quality of the program operation and systems. The MiCAL Quality Assurance Manager will report directly to the MiCAL Senior Director.
ESSENTIAL JOB FUNCTIONS:
- Ensure that MiCAL is continuously improving by gathering research, data, and best practices, and implementing innovative new practices
- Creating and monitoring a Quality Improvement Plan
- Preside over quality operations to ensure the successful achievement of internal and external objectives and compliance
- Position manages an effective quality assurance program that monitors for and resolves issues before they become problems.
- Partners with hotline and warmline leaders to implement and review call/text/chat quality metrics
- Be a key leader within the MiCAL program, being visible and known to state partners
- Responsible for ensuring all audits of the program are completed
- Create any Corrective Action Plans necessary after audits of program occur
- Ensure the Crisis Intervention Training (CIT) and Customer Relationship Management (CRM) system training schedules are available to Human Resources for onboarding new employees
- Oversee the creation of training curriculum
- Represent the MiCAL program with integrity within the community
- Participate in state level meetings related to the quality functioning of MiCAL
- Contribute to the creation of the program’s budget, monitor program finances, and approve expenses as appropriate
- Act on behalf of and/or fill in for MiCAL staff when there is an absence, vacancy, or as program needs dictate
- Ensure all electronic and hard copy documentation is complete, accurate and signed
- Comply with attendance and punctuality policies, as well as all other Common Ground policies and procedures
- Leads the team of technical and crisis intervention trainers/coaches as well as resource specialists
- Provide training and development, appraisal, and recognition to MiCAL trainers
- Evaluate staff performance and provide discipline, as appropriate and per policy
- Promote a culture of trust that reinforces the agency’s core values and incorporates desired environmental characteristics
- Oversee the creation, maintenance, and enforcement of MiCAL policies, procedures, and protocols
- Provide backup coverage for other managers in the MiCAL program
- Collaborate with other leaders to advance the agency’s mission
- Provide guidance and leadership in other areas of the organization when needed
- Perform other job-related duties as assigned
- On call duties to support MiCAL Shift and Clinical Supervisors
- Flexibility and ability to multi-task
- Ability to practice confidentiality
- Demonstrate professional integrity
- Advanced skill level in typing, entering data, filing efficiently, and operating office equipment
- Strong critical thinking and decision-making skills in a fast-moving environment
- Proficiency in relevant software and applications (i.e. Microsoft Word, Teams, Excel, PowerPoint, and Outlook)
- Understanding and following both verbal and written instructions
- Communicating effectively, both verbally and in writing
- Working independently but also as part of a team
- Relating to a diverse population which includes a variety of age, economic, and educational backgrounds
- Superior customer service skills
- Interact well with departmental staff
- Work independently and apply critical thinking and decision-making skills
- Work in a multi-disciplinary environment and identify evolving needs
- CRM Training Facilitator
- MiCAL Lead Trainer &Coach
- MiCAL Trainer & Coach
- Resource Outreach Specialist
- Tribal Nations Outreach Specialist
- 988/911 Coordination Specialist
- Master’s Degree in Human Services Field
- State of Michigan license required (LLMSW, LLPC, LMSW, LPC, LLP, PsyD). Full licensure preferred.
- Minimum of 2 years of experience in human services work
- Minimum of 1 year of leadership experience (preferred)
- Successful completion of Common Ground’s 96-hour Crisis Intervention Training upon hire
Environmental Working Requirements:
The employee is required to have a private, at-home office environment free from distractions and conducive to handling sensitive calls/texts/chats. The job requires exposure to computer screen(s). Assignments may require work to be done on an individual basis or in virtual teams with members at various staffing levels. Common Ground will provide essential technology and equipment including laptops. A minimum home internet speed of 45 Mbps (Megabits per second) download and 7 Mbps upload is required. Common Ground will not cover the cost of home internet.
The agency may in its sole discretion fill this position on a full-time or part-time basis with the individual best fit to perform the essential functions of the job. The above statements describe the general nature and level of work performed by employees assigned to the title. Incumbents may be required to perform job-related responsibilities and tasks other than those stated in this specification. Employees in this title are subject to a background check.
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.
Common Ground is an equal opportunity employer and affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.
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