Network Quality Supervisor - 9-8-8: Suicide Crisis Helpline

at  Centre for Addiction and Mental Health

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 9-8-8 National Hub plays a pivotal role in providing front line service for the 9-8-8 Suicide Crisis Helpline. The 9-8-8 National Hub provides 24/7 service via phone and text modalities.
The Quality Improvement Supervisor is responsible for supporting all 9-8-8 Suicide Crisis Helpline (a network of 40+ partner organizations) quality assurance and quality improvement efforts. The QI Supervisor assists and collaborates with the Quality Team to conduct quality assurance activities for the 9-8-8 network to assure that all partners are performing optimally, investigate complaints and have an awareness of issues impacting the service.

Key Accountabilities

• Assist with monitoring, analyzing and reporting on performance for the network. This includes:
• Auditing voice and text interactions
• Gathering statistical information for quarterly 9-8-8 partner reports
• Assist with supervising the 9-8-8: Suicide Crisis Helpline contact response management system from a broad network perspective.
• Monitor drafts
• Monitor follow-up calls
• Monitor alerts/events/trends/surges
• Monitor callers/texter and gather information as needed to provide partner organizations with a consistent approach
• Review 911 interventions, follow-up calls, and other essential practices to ensure consistency and adherence to best practices.
• Conduct analysis and investigation of claims/complaints against a responder or a partner organization, including failure to adhere to recommended best practices or mandated standard operation procedures.
• Prepare written reports, assemble data, and develop charts and graphs representing key performance indicators or other data.
• 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 Quality Improvement Supervisors
• Other duties as assigned

The successful candidate will support a healthy workplace that embraces diversity, encourages teamwork and complies 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.
Please Note: These four (4) full-time, permanent positions are 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