Quality & Engagement Supervisor - Crisis Services

Frontier Behavioral Health•Spokane Valley, WA

10d

About The Position

The Quality and Engagement Supervisor is a key member of Frontier Behavioral Health’s CORE Access, Triage, and Dispatch Services department within CORE Crisis Services, which includes 988, the Regional Crisis Line, the 911–988 Diversion Partnership, and the Mobile Dispatch Unit. The Supervisor directly supervises and supports the 988 DEIB Coordinator, 988 DEIB Community Liaison and Trainer, Sr. 988 Contact Hub Trainer, 988 Contact Hub Trainer, and 988 QI and Data Specialist. The role leads the development, implementation, maintenance, and evaluation of the department’s 988 training excellence program, supporting staff competency, consistent service delivery, and applicable accreditation, network, regulatory, and organizational requirements. It oversees onboarding, ongoing education, competency assessments, training documentation, and evaluation of training effectiveness. The Supervisor also oversees 988 community engagement and outreach in collaboration with the Director and FBH’s Marketing Specialist, and leads monitoring and reporting of 988 performance data and quality metrics. The position identifies trends, performance gaps, and improvement opportunities; leads continuous quality improvement initiatives; prepares reports for the Director; and coordinates readiness for accreditation reviews, audits, and other quality assessments. Work is generally performed in an office setting, may involve travel to outside areas, and may require lifting 10–20 pounds.

Requirements

Master’s degree in the behavioral health sciences.
Two years of post-master’s professional experience in clinical work and coordination of treatment services.
Experience with crisis intervention, including risk assessments.
At the time of hire, must have applied for one of the following Washington DOH credentials to meet the Mental Health Professional requirements defined by WAC 246-341-0200: Licensed Agency Affiliated Counselor (LAAC), Licensed Mental Health Counselor Associate (LMHCA), Licensed Independent Clinical Social Worker Associate (LICSWA), or Licensed Marriage and Family Therapist Associate (LMFTA). The credential must be active with DOH within six months of hire unless the preferred licensure requirement is already met.
Ability to communicate and engage effectively with people from diverse cultural, educational, and socioeconomic backgrounds, including people with lived experience of trauma.
Cultural humility, sensitivity, and understanding of barriers faced by underserved and socioeconomically disadvantaged populations.
Proficiency with computer applications, including Microsoft Office and systems used for documentation, data management, reporting, and performance monitoring.
Ability to establish and maintain effective working relationships with community partners and system stakeholders to coordinate services, standardize processes, strengthen collaboration, and improve outcomes.
Ability to manage multiple priorities in a fast-paced, team-oriented environment; lead regional initiatives; coordinate cross-functional projects; meet deadlines; and achieve performance goals and measurable outcomes.
Ability to collect, analyze, and interpret data, performance metrics, trends, and patterns to identify service gaps, assess effectiveness, guide decisions, and develop and evaluate quality improvement initiatives.

Nice To Haves

Supervisory experience.
Active Washington State DOH licensure, such as LMHC, LICSW, or LMFT. Licensed employees have the title Supervisor II.
Experience working on a crisis line.

Responsibilities

Directly supervise, coach, and support the 988 DEIB Coordinator, 988 DEIB Community Liaison and Trainer, Sr. 988 Contact Hub Trainer, 988 Contact Hub Trainer, and 988 QI and Data Specialist.
Establish performance expectations, monitor progress toward individual and program goals, conduct supervision and performance evaluations, and support professional development.
Promote accountability, collaboration, cultural responsiveness, and continuous learning; identify staffing, training, and operational needs and communicate recommendations to the Director.
Lead development, implementation, maintenance, and evaluation of a comprehensive 988 training excellence program.
Ensure training content incorporates current best practices in crisis intervention, suicide risk assessment, de-escalation, stabilization, safety planning, and culturally responsive engagement.
Oversee staff onboarding, initial and ongoing training, competency assessments, and required training documentation; monitor completion and learning outcomes and address competency gaps.
Collaborate with the crisis call center training team and subject matter experts to keep training aligned with evolving standards, procedures, and community needs.
Evaluate training effectiveness using staff performance data, quality reviews, feedback, and other measures, and implement improvements as needed.
Oversee planning, coordination, and evaluation of 988 community engagement and outreach activities.
Coordinate 988 representation at local events, community education opportunities, and outreach initiatives with FBH’s Marketing Specialist.
Supervise DEIB initiatives that promote equitable access, culturally responsive engagement, and awareness of 988 services among diverse communities.
Support development and dissemination of community education materials about the role, availability, and appropriate use of 988.
Measure outreach participation, community reach, partner engagement, and opportunities to improve awareness and access.
Develop and maintain collaborative relationships with community organizations, service providers, and system partners.
Oversee collection, validation, analysis, and reporting of 988 performance data and quality metrics with the 988 QI and Data Specialist.
Monitor performance indicators, identify trends and patterns, and evaluate outcomes related to service quality, staff performance, training effectiveness, and operational processes.
Lead continuous quality improvement initiatives, establish action plans with objectives and measures of success, and translate quality findings into recommendations, staff development, process improvements, and operational changes.
Prepare and present routine reports to the Director on performance outcomes, quality improvement activities, accreditation readiness, emerging trends, and matters requiring leadership attention.
Coordinate preparation for accreditation reviews, audits, and other quality assessments, maintaining required documentation and evidence of compliance for 988 training and QI data.
Participate in leadership meetings, program planning, policy development, and activities supporting improvement of 988 and related crisis access services.
Perform other duties as assigned.

Benefits

Paid time off, accruing up to 26 days in the first year.
Nine paid federal holidays.
Extended sick leave and paid sick and safe time.
Some positions qualify for a compressed workweek option resulting in up to 26 additional days off per year.
Medical, dental, and vision coverage.
403(b) retirement plan with a standard 3% employer contribution and an additional 3% employer match.
Flexible Spending Accounts.
Company-paid life insurance coverage beginning the first of the month following six months from hire.
Signing bonus.
No-cost licensure supervision for employees pursuing clinical licensure.
Federal and state loan forgiveness programs for qualifying programs.
Reimbursement of the license or certification application fee required for the position.
Free Employee Assistance Program.
Staff discounts at various FBH partners throughout Spokane.