Job Description
Through its core values of Courage, Respect and Excellence, CAMH is implementing its Strategic Plan: Connected CAMH, to transform lives, ignite innovation and discovery, revolutionize education and drive social change. CAMH is more than a hospital, it is a cause. CAMH is on a mission to change the way society thinks about and responds to mental illness. They aim to eliminate prejudice and discrimination and shape a world where mental illness is central to our healthcare system – a world where Mental Health is Health.
To learn more about CAMH, please visit their website at: www.camh.ca.
To view our Land Acknowledgment, please click here.
In 2022, CAMH was announced as the lead for the coordination and administration of 9-8-8, the new national three-digit number for suicide prevention in Canada that launched November 30, 2023. 9-8-8 is Canada’s official three-digit national helpline for suicide prevention and emotional distress. This groundbreaking new service is available 24/7/365 and accessible to everyone from coast to coast-to-coast.
The Quality Improvement Coordinator is responsible for monitoring and oversight across all 9-8-8 partners on subnetwork A. The QI Coordinator collaborates with the QI Team Lead to organize and execute quality and performance improvement initiatives aligned with approved goals, strategic operating plans, and objectives for 9-8-8 network quality.

Key Accountabilities

• Review, monitor, analyze and report on performance for the network. This includes:
• Reviewing all 9-8-8 partner quarterly quality assurance reports prepared by the Network Quality Supervisor
• Monitoring the progress of the completion of the quarterly reports.
• Support the management of all documents related to quality assurance report activities and progress tracking for quarterly reports.
• Prepare written reports, assemble data, and develop charts and graphs representing key performance indicators or other data.
• Provide insights around identifying themes and differences across the 9-8-8 network to strengthen consistency of network quality.
• Support QI team lead in management of callers and texters who use the service. This includes:
• Creating, monitoring, and updating information for callers and texters who require service limits, restrictions or more of a case management approach across the network.
• Investigate inquiries related to caller/texter complaints come from the 9-8-8 website and 9-8-8 partners
• Investigate concerns uncovered as interactions are audited during quarterly reports.
• Draft proposals and recommendations for callers and texters regarding limits or restrictions to service.
• Provide ongoing support, guidance and mentoring to Network Quality Supervisors, addressing questions, concerns, and challenges, ensuring completion of tasks
• Collaborate with other departments such as training and education to develop proactive QI activities to ensure partner organizations compliance with contracted 9-8-8’s operational and clinical key performance indicators.
• Support IT changes to the network with consideration of responder impact. Conduct testing as needed.
• Have a sound working knowledge of 9-8-8: Suicide Crisis Helpline standard operating procedures and partner organization service level agreement requirements
• Uphold ethical and legal standards of CAMH.
• Work cohesively alongside a team of Network Quality Supervisors
• Other duties as assigned

The successful candidate will support a healthy workplace that embraces diversity, encourages teamwork and comply with all applicable regulatory and legislative requirements. The position is remote within Canada. This role works remotely from a home office set up. Supervisors are required to have a dedicated, private, workspace within their home
Job Requirements
The successful candidate will have a post-secondary degree in a related field, combined with a minimum of 2-year Crisis/distress line responder experience. The role requires a sound knowledge of crisis intervention principles and best practices in suicide prevention, alongside a collaborative approach and the ability to work effectively within a team. Strong analytical skills, excellent organizational abilities, and meticulous attention to detail are essential. Fluency in English, both written and spoken, is mandatory, while proficiency in French is an asset. Candidates should be prepared to work flexible hours as needed by the service and possess strong computer literacy, including familiarity with 9-8-8 programs such as Genesys Cloud, Office 365, and iCarol. A successful Vulnerable Sector Police Records Check is also required.
Please Note: This full-time, permanent position is NOT part of any bargaining unit. This role will be Remote within Canada.
Salary Range: Competitive salary and benefits.

Please refer the Job description for details