MiCAL Quality Assurance Manager

Description

• Ensure that MiCAL is continuously improving by gathering research, data, and best practices, and implementing innovative new practices
•  Creating and monitoring a Quality Improvement Plan
• Preside over quality operations to ensure the successful achievement of internal and external objectives and compliance
• Position manages an effective quality assurance program that monitors for and resolves issues before they become problems. 
• Partners with hotline and warmline leaders to implement and review call/text/chat quality metrics
• Be a key leader within the MiCAL program, being visible and known to state partners
• Responsible for ensuring all audits of the program are completed
• Create any Corrective Action Plans necessary after audits of program occur
• Ensure the Crisis Intervention Training (CIT) and Customer Relationship Management (CRM) system training schedules are available to Human Resources for onboarding new employees
• Oversee the creation of training curriculum
• Represent the MiCAL program with integrity within the community
• Participate in state level meetings related to the quality functioning of MiCAL
• Contribute to the creation of the program’s budget, monitor program finances, and approve expenses as appropriate
• Act on behalf of and/or fill in for MiCAL staff when there is an absence, vacancy, or as program needs dictate
• Ensure all electronic and hard copy documentation is complete, accurate and signed
• Comply with attendance and punctuality policies, as well as all other Common Ground policies and procedures
• Leads the team of technical and crisis intervention trainers/coaches as well as resource specialists
• Provide training and development, appraisal, and recognition to MiCAL trainers
• Evaluate staff performance and provide discipline, as appropriate and per policy
• Promote a culture of trust that reinforces the agency’s core values and incorporates desired environmental characteristics
• Oversee the creation, maintenance, and enforcement of MiCAL policies, procedures, and protocols

• Provide backup coverage for other managers in the MiCAL program
• Collaborate with other leaders to advance the agency’s mission
• Provide guidance and leadership in other areas of the organization when needed
• Perform other job-related duties as assigned
• On call duties to support MiCAL Shift and Clinical Supervisors

• Flexibility and ability to multi-task
• Ability to practice confidentiality
• Demonstrate professional integrity
• Advanced skill level in typing, entering data, filing efficiently, and operating office equipment
• Strong critical thinking and decision-making skills in a fast-moving environment
• Proficiency in relevant software and applications (i.e. Microsoft Word, Teams, Excel, PowerPoint, and Outlook)
• Understanding and following both verbal and written instructions
• Communicating effectively, both verbally and in writing
• Working independently but also as part of a team
• Relating to a diverse population which includes a variety of age, economic, and educational backgrounds
• Superior customer service skills
• Interact well with departmental staff
• Work independently and apply critical thinking and decision-making skills
• Work in a multi-disciplinary environment and identify evolving needs

• CRM Training Facilitator
• MiCAL Lead Trainer &Coach
• MiCAL Trainer & Coach
• Resource Outreach Specialist
• Tribal Nations Outreach Specialist
• 988/911 Coordination Specialist

• Master’s Degree in Human Services Field
• State of Michigan license required (LLMSW, LLPC, LMSW, LPC, LLP, PsyD).  Full licensure preferred.  
• Minimum of 2 years of experience in human services work
• Minimum of 1 year of leadership experience (preferred)
• Successful completion of Common Ground’s 96-hour Crisis Intervention Training upon hire