The Harris Center for Mental Health and IDD · 1 day ago

Crisis Line - Quality Assurance Specialist (Remote)

Houston, TX

Full-time

Remote

Entry, Mid Level

2+ years exp

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Responsibilities

Monitors and evaluates Crisis Line calls, documents findings on prescribed QA forms and reports findings to CTLs.

Maintains confidentiality about all calls reviewed as well as the performance of the Crisis Line Counselors

Tracks issues in monitoring system and assists with identifying training needs in the Crisis Line.

Provides feedback to improve performance and assists with the development of training programs.

Assists with identifying needs for new Crisis Line Operational Guidelines as well as updates.

Adheres to the Standards of Behaviors and all Agency Policies and Procedures.

Performs other related duties as assigned.

Qualification

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Crisis Line experienceComputer skillsMicrosoft OfficeExcelTyping proficiencyTime management skills

Required

Bachelor’s degree required

2 years experience

The person must have well-developed interpersonal, organizational, and problem-solving skills, and be a team player with a desire to provide a high level of customer service.

Possess strong oral and written communication skills and interact effectively at all levels within the organization.

Strong leadership skills with the ability to maintain absolute confidentiality of all work-related matters with the ability to communicate effectively and tactfully within all levels of the agency.

Must have strong computer skills (intermediate or advanced) including use and maintenance of electronic mail, Microsoft Office – especially Excel, and specific information systems.

Proficient with typing and requires excellent organizational and time management skills.