Quality & Engagement Supervisor - Crisis Services

Frontier Behavioral Health•Spokane Valley, WA

12d•$37 - $48

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 (RCL), the 911–988 Diversion Partnership, and the Mobile Dispatch Unit (MDU). 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 training excellence program, ensuring staff training, competency assessment, and professional development meet applicable accreditation standards, regulatory requirements, and organizational expectations. The Supervisor monitors 988 quality and performance measures, identifies trends and opportunities for improvement, and implements and evaluates quality improvement initiatives to achieve measurable outcomes. In collaboration with the Director and FBH’s Marketing Specialist, the Supervisor oversees community engagement and outreach, promotes meaningful community partnerships, and ensures consistent representation at local events. The role monitors progress toward established goals and reports performance, training compliance, quality improvement activities, and community engagement results to the Director. The Supervisor addresses performance gaps, implements corrective actions within their authority, and escalates significant risks, barriers, or resource needs.

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 hire, 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; demonstrate cultural humility, sensitivity, and understanding of barriers faced by underserved and socioeconomically disadvantaged populations.
Proficiency with computer applications, including Microsoft Office and related 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.
Set performance expectations, monitor 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.
Develop, implement, maintain, and evaluate a comprehensive 988 training excellence program that supports staff competency, consistent service delivery, and applicable accreditation and network requirements.
Ensure training curricula and materials reflect current best practices in crisis intervention, suicide risk assessment, de-escalation, stabilization, safety planning, and culturally responsive engagement.
Oversee onboarding, initial training, ongoing education, competency assessments, and required training documentation; monitor completion and learning outcomes and arrange corrective training when needed.
Collaborate with the crisis call center training team and subject matter experts to keep training aligned with evolving standards, operational procedures, and community needs.
Evaluate training effectiveness using staff performance data, quality reviews, feedback, and other established measures, and improve training as needed.
Plan, coordinate, and evaluate 988 community engagement and outreach to increase awareness of 988 services and strengthen community relationships.
Coordinate 988 representation at local events, community education opportunities, and outreach initiatives with FBH’s Marketing Specialist.
Supervise DEIB initiatives promoting equitable access, culturally responsive engagement, and awareness of 988 among diverse communities.
Support development and distribution of community education materials about the role, availability, and appropriate use of 988.
Evaluate outreach participation, community reach, partner engagement, and opportunities to improve awareness and access.
Build 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 and evaluate trends and 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, and process or operational improvements.
Prepare and present routine reports to the Director on performance outcomes, quality improvement, accreditation readiness, trends, and issues requiring leadership attention.
Coordinate preparation for accreditation reviews, audits, and other quality assessments, maintaining required training and data documentation for 988 quality improvement.
Participate in leadership meetings, program planning, policy development, and activities supporting the effectiveness and continuous 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 starting 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 Program 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.