Position Title: Quality Improvement Manager, Bilingual Department: Corporate Excellence Reports to: Senior Manager, Quality Improvement Pay Grade: $78,280 - $89,610 FLSA: Exempt Formerly the Mental Health Association of New York City (MHA-NYC), Vibrant Emotional Health’s groundbreaking solutions have delivered high-quality services and support, when, where, and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone. Position Overview: The Quality Improvement Manager oversees and coordinates proactive quality improvement efforts for 988 Lifeline, a network of 200+ independently owned crisis centers across the country. This role entails managing, developing, and implementing quality improvement activities to ensure optimal performance of all centers. The Program Manager will focus on leading 988 QI efforts related to program activities. By utilizing their project management expertise, they will enhance operational efficiency, optimize performance, and ensure compliance with quality standards. This position involves frequent interaction with Lifeline network centers and leaders in the suicide prevention and crisis center communities, overseeing the planning, execution, and monitoring of quality improvement programs and projects to achieve measurable improvements and deliver successful outcomes for 988 Lifeline crisis service delivery. Duties/Responsibilities: + Lead the development and implementation of a comprehensive quality improvement program for the Spanish Subnetwork within the 988 Lifeline Network, aiming to ensure the achievement of quality objectives. + Coordinate all quality improvement efforts within the Spanish Subnetwork to meet the expectations of funders and align with Vibrant's objectives, ensuring all commitments are met. + Prepare and submit reports on quality improvement and outcomes to external funders and stakeholders, including SAMHSA and Vibrant, which may include QI Reports, Board Reports, and Committee Reports as required. + Assess the performance of centers within the Spanish Subnetwork, addressing any issues, analyzing data, and developing strategies for enhancement to ensure continuous improvement. + Lead regular meetings focused on Spanish Subnetwork quality improvement to assess program outcomes, deliverables, and key performance indicators (KPIs). + Work alongside other departments to initiate Spanish Subnetwork quality improvement activities that guarantee crisis centers meet 988 Lifeline operational and clinical KPIs and compliance standards. + Handle investigations into any issues or non-compliance incidents within the Spanish Subnetwork centers, ensuring adherence to best practices and mandated guidelines. + Arrange and lead discussions with funders and senior leadership about quality improvement projects within the Spanish Subnetwork as necessary. + Organize and conduct meetings with funders and executive leadership to discuss and explain Spanish Subnetwork quality improvement initiatives, as needed. + Direct a team of Spanish Quality Improvement Specialists, providing leadership, fostering skill development, and managing performance. + Instruct staff on compiling comprehensive reports, organizing data, and devising charts and graphs to depict critical metrics clearly. + Take an active role in the hiring process, from interviewing to onboarding new team members, to build a skilled and effective workforce. + Cooperate closely with co-managers, aiming to improve team dynamics and achieve collective objectives. + Undertake additional duties as required, in line with the role's scope, to contribute to Vibrant's overarching goals. Required Skills/Abilities: + Proficient Bilingual English/Spanish, both written and oral + Flexibility and adaptability to navigate changing priorities and respond to emerging needs. + Strong problem-solving skills with the ability to develop effective solutions. + Project development, management, and implementation experience. + Intermediate to advanced knowledge of Microsoft Office and Google Suite. + Basic knowledge of contact center data and analytics. + Exceptional attention to detail with effective time management and organizational skills. + Courteous and professional demeanor in interactions with stakeholders and individuals at all levels of the organization. + Strong customer-service orientation, with a focus on meeting the needs and expectations of service users. + Excellent written and verbal communication skills, including the ability to convey complex information clearly and concisely. + Proficient in data analysis and interpretation to drive evidence-based decision-making. + Knowledge of quality improvement methodologies, tools, and techniques. Decision Making + Identifies multifaceted problems affecting the achievement of individual goals and provides solutions. + Decisions have a minor organizational impact that may require consultation with internal and external stakeholders regarding issues, possible solutions, and implementation of alternatives. + Analyzes and interprets issues, realigns responsibilities, commits resources, and proposes alternative solutions. + Implements solutions for minor projects after approval; held accountable if no action is taken. + Multi-factor decision-making requires research and analysis, subject to supervisory guidance. + All decisions are built out by the senior manager and then brought to department leadership for approval. Scope of Responsibility/Accountability: + Manages programs/projects, and creates, and implements work plans and objectives. + Leading, engaging, and managing a team of Bilingual Quality Improvement Specialists, with the ability to foster team cohesion and drive performance. + Monitors and evaluates interim results and develops contingency plans if objectives are off track. + Performance is reviewed by director level and above. + Performance and outcomes are subject to review by senior management. Managing/Directing Work: + Interprets standards, communicates constructive feedback, and guides others in developing their capacity to perform more effectively. + Participates in planning and implementing small-scale work activities and contributes to the evaluation of results for assigned objectives. + Manages their task list with minimal supervision. Job Knowledge: + Has general knowledge of professional principles and practices and can function on a team. + Clear demonstration of project management within their department. + Knows how to balance priorities. + Demonstrates a passion for their field of work. Background/Education Required: + Bachelor's degree in mental health/suicide prevention, healthcare administration, or a related field; master's degree preferred. + Proficient Bilingual English/Spanish, both written and oral + 3-5 years of experience in clinical quality improvement, with a demonstrated track record of success in developing and implementing quality improvement initiatives. + Strong leadership skills with the ability to motivate and inspire teams to achieve goals. + Excellent analytical and problem-solving skills, with the ability to collect and analyze data to drive decisions. + Strong communication skills, with the ability to communicate effectively with clinical staff, leadership, and external funding partners. + Knowledge of regulatory requirements including HIPAA, clinical training requirements for crisis intervention, confidentiality, privacy, etc. Physical Requirements: + Must be able to remain in a stationary position 50% of the time + Will constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer + Will frequently communicate over video calls with internal and external stakeholders Vibrant Emotional Health is committed to the full inclusion of all qualified individuals. As part of this commitment, Vibrant will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact People Operations.