988 Quality & Training Specialist

LENAPE VALLEY FOUNDATION•Doylestown, PA

2d•Onsite

About The Position

Lenape Valley Foundation (LVF) is seeking a full-time 988 Quality & Training Specialist to support the quality and effectiveness of its 988 Suicide & Crisis Lifeline operations. The role provides staff training, onboarding, coaching, call monitoring, and quality improvement support. When not engaged in training activities, the specialist answers 988 and crisis hotline calls and provides direct crisis intervention. The position is based at the Bright Path Center. LVF is a nonprofit provider of human services in Bucks and Montgomery Counties. Its mission is to partner with people facing mental health, substance use, or developmental challenges as they pursue personal goals and improved quality of life. The organization reports having more than 30 programs and a commitment to evidence-based care. LVF is an Equal Opportunity Employer committed to a diverse, respectful, and discrimination- and harassment-free workplace.

Requirements

Bachelor's degree in psychology, social work, counseling, sociology, nursing, human services, criminal justice, education, or a related field; alternatively, a bachelor's degree in a related field with two years of behavioral health direct care experience.
At least one year of experience in a 988, crisis hotline, crisis intervention, emergency services, or behavioral health setting.
Experience training, mentoring, coaching, or onboarding staff, or in quality improvement activities, data collection, and reporting.
Strong communication, organizational, and interpersonal skills.
Ability to complete required 988 Suicide & Crisis Lifeline trainings.
Computer proficiency and ability to learn electronic health record and reporting systems.
Ability to meet the physical requirements of the position, with or without reasonable accommodation.

Responsibilities

Train and onboard new Crisis Hotline Specialists through classroom instruction, role-play, shadowing, and coaching.
Ensure staff complete required Lifeline and organizational training requirements.
Monitor live and recorded 988 and crisis hotline calls and provide constructive feedback.
Conduct quality reviews and coaching sessions to support ongoing staff development.
Track and document training completion, competencies, and annual training requirements.
Assist with collecting, organizing, and reporting quality and performance data.
Identify trends, training needs, and opportunities for program improvement.
Collaborate with leadership to maintain compliance with 988 Suicide & Crisis Lifeline standards.
Help ensure continuity of operations and coverage for the 988 Lifeline.
Answer incoming 988 Suicide & Crisis Lifeline and Lenape Crisis hotline calls when not conducting training activities.
Complete risk assessments, safety planning, crisis intervention, referrals, and documentation in accordance with program standards.
Support individuals experiencing mental health, substance use, and emotional crises through compassionate, person-centered care.