Director of Quality Assurance

Position Title: Director of Quality Assurance

Status: Full-Time/Exempt

Reports To: Chief Clinical Officer

Compensation: $83,000 - $91,500 plus medical, dental, and vision insurance. Other benefits include: full coverage of short and long-term disability and life insurance premiums; a matching 401K plan equivalent to 3% of the annual salary during the first 2 years of employment after passing the match eligibility date; as well as a flexible spending plan; an employee assistance program; and a free Fitbit.

Location: Remote 

Application Deadline: Sunday, April 27th, 2025

About the Organization: Lines for Life is a regional non-profit that is dedicated to preventing substance abuse and suicide. We offer help and hope to individuals and communities and promote mental health for all. Our work addresses a spectrum of needs that include intervention, prevention, and advocacy. We educate, train, and advocate to prevent issues of substance abuse, mental illness, and thoughts of suicide from reaching crisis levels. But when a crisis arises or support is needed, we are available 24/7/365 to intervene with personalized help.

Director of Quality Assurance Position Summary: This position provides strategic direction and oversight of the quality assurance department at Lines for Life to ensure that the organization’s prevention, intervention, and postvention services maintain a high service level, maintains HIPAA compliance, and that Lines for Life achieves its key performance indicators.

Director of Quality Assurance Responsibilities:

• Demonstrate the culture of Lines for Life by modeling behavior that supports the organization’s goals and philosophies;
• Develop and maintain Lines for Life’s quality assurance philosophy, policies and procedures, and solicit feedback from Leadership and staff on areas to continue to improve these documents;
• Supervise quality assurance staff. Supervision includes: meeting 1-on-1 regularly to provide direction, coaching, and support; leading QA team meetings; provide regular performance feedback including through annual reviews.
• Obtain a high level of understanding of the protocols and contract requirements of each service;
• Ensure that each crisis line call taker receives regular quality assurance monitoring and clinical feedback in accordance with AAS requirements and that at least 3% of the total call volume are monitored through a random call selection process. Quality assurance monitoring includes reviewing call report documentation for accuracy and quality;
• Collaborate with the YouthLine, Training, and Prevention departments to develop quality assurance metrics for the services under their departments.
• Monitor clinical risk management activities;
• Monitor quality assurance KPIs and develop and recommend corrective and preventative actions to the Chief Clinical Officer and Leadership;
• Develop visual displays and tracking methods for key performance indicators of the quality of Lines for Life’s services;
• Collect and compile statistical quality data with support from the Data team; 
• Analyze data to identify areas for improvement in the quality system; 
• Prepare reports to communicate outcomes of quality activities; and
• Collaborate with the Director of Clinical Training to identify training needs based on QA data;
• Collaborate with the Clinical Training Director to clearly communicate and train staff on the contract lines protocols;
• Serve as a primary point of contact for quality assurance concerns and lead on the investigations;
• Actively participate in the fiscal oversight and budget process for Quality Assurance in collaboration with the Chief Financial Officer; 
• Actively participate on Lines for Life’s leadership team and engage in strategic planning; and
• Perform other duties as assigned.

Director of Quality Assurance Required Qualifications:

• Graduate degree in psychology; social work; or a behavioral science field 
• At least 5 years of crisis intervention experience.
• Progressive management experience.
• Knowledge of tools, concepts, and methodologies of Quality Assurance
• Able to establish clear quality assurance policies and procedures.
• Skill in discerning the difference between an acute, time-limited personal crisis and a chronic, ongoing mental illness
• Knowledge of the fundamental principles, methods, and theories of psychology, as well as the relationship of substance abuse to depression, suicide, and violence
• Skill in identifying and appropriately responding to the warning signs for potential suicide including suicidal ideation, plans, means, and lethality
• Able to provide sound clinical judgment with challenging cases.
• Strong understanding of HIPAA and Mandatory Reporting laws.
• Strong communication and interpersonal skills.
• Strong attention to detail
• Experience with data collection, management, and analysis
• Strong communication (verbal and written), planning and organizing, and teamwork skills.
• Creative problem-solving skills
• Customer service orientated
• Proficient in Microsoft Office, a web-based computer environment, electronic health record systems, and a multi-line phone system.

Director of Quality Assurance Preferred Qualifications:

• Experience in a call center environment preferred
• Certification or license in a mental health or social services related field preferred including: AAS (American Association of Suicidology) Crisis Worker Certification); Licensed Clinical Social Worker (LCSW); Licensed Mental Health Counselor (LMHC); Licensed Marriage and Family Therapist (LMFT), etc.
• Certifications an advantage including Quality Auditor, Quality Engineer, Quality Improvement Associate, Six Sigma.

Physical Requirements and Work Schedule: 

• Work is primarily conducted in an office environment, but may require standing for long periods of time during trainings. This position requires high energy, patience and controlling one’s emotions, as well as the ability to think analytically. Work can be done from the Portland office or via telecommuting so long as the technology and security requirements can be met.
• Shifts will primarily be M-F during the day, but may occasionally include evenings, nights, weekends, and holidays to assure that the quality of service remains consistent 24/7/365. 
• This position is expected to work during inclement weather conditions.
• Lines for Life is seeking to hire a Director of QA throughout the 50 United States. We currently cannot support outer territories or other countries.   There is also an option to work directly in our Portland office.

Director of QA Remote Work:

• Daily tasks require a stable and consistent internet speed of 10 Mbps for both Upload and Download speeds, as well as Jitter below 20.  Packet Loss should be as close to 0% as possible. You may test if your network requirements are met by doing a speed test here: https://speed.cloudflare.com/
• Private highspeed internet is required for a HIPAA compliant workspace
• Telecommuting requires a HIPAA compliant workspace at home and meeting technology requirements. 

This job description is not meant to be an all-inclusive list of duties and responsibilities but, constitutes a general definition of the position's scope and function in the company.  

EEO: Lines for Life strives to create a diverse, inclusive environment to better represent the communities that we serve. We are an equal opportunity employer.

All Lines for Life employees must be approved to work by the Oregon Department of Human Services’ Background Check Unit. Background checks are completed after a conditional offer of employment has been extended.