Quality Assurance and Training Coordinator

Canadian Mental Health Association BC Division•Vancouver, BC

1d•CA$45 - CA$56•Hybrid

About The Position

The Bounce Back Quality Assurance and Training Coordinator provides operational support for the Bounce Back: Reclaim Your Health Program delivered across the province. The Quality Assurance and Training Coordinator monitors and supports community coaches to deliver a telephone-based structured self-management program for anxiety and depression, for adults and youth.

Requirements

Bachelor’s degree in Social Work, Psychology, Public Health or related discipline.
Minimum two years’ experience in the mental health field, ideally in a direct service role.
Experience working and providing feedback through non-face-to-face methods.
Experience doing consultations with large, diversely located teams and/or in customer service.
Experience with quality assurance and policy or procedure implementation.
Experience with planning and logistics related to hosting learning events.
Experience with training around databases and technical systems in a health setting.
Excellent interpersonal and problem-solving skills.
Excellent verbal, facilitation and written communication skills.
Ability to be responsive in the moment and think more strategically to identify themes and trends.
Must have excellent time-management and organizational skills and be able to coordinate and respond to multi-site requirements in a timely manner.
Strong computer literacy skills including Microsoft Office, database management, and teleconference/videoconference platforms.
Ability to work collaboratively with other team members and also have the ability to work with minimal supervision.

Nice To Haves

Knowledge of cognitive-behavioral therapy principles is an asset.
Personal experience with mental health issues and services, through self or loved ones, is an asset.
Personal experience with mental illness and or addiction, either through self or a loved one, is an asset.

Responsibilities

Participate as part of the project team, providing operational input into the development, implementation and interpretation of program policies and procedures, when required.
Liaise with the Bounce Back Program coaches at branch sites, including conducting regular telephone consultations to discuss common areas of challenge and to ensure adherence to policies and procedures.
Answer basic coach questions about documented and established policies and procedures, and refer them to their supervisors or clinical team as required.
Troubleshoot on technical and procedural matters.
Identify and recommend to Manager and clinical team new/additional training needs for coaches, as raised by coaches and coach supervisors in email and phone consultations.
When training priorities are approved and finalized, participate in the planning, coordination and evaluation of coach professional development/learning events, both annual and ad-hoc.
Be a primary resource person about stages of technical onboarding for new coaches during their initial 12 weeks of formal training to support coaching calls.
Train coaches on database entry and troubleshoot database problems.
Maintain participant database system, identify needs and update technical training and procedures after changes are implemented; discussion major issues with National Manager.
Ensure the integrity of the database and follow all relevant privacy legislation and program protocols in the event of a privacy breach.
Participate in Participant Advisory Committee meetings.
Provide support to National Manager around other evaluation activities, as required.
Perform additional duties as required.
Apply the Agency’s Diversity Lens and Framework for Support in all assignments associated with this role.