Quality Team Lead - 9-8-8 Network

at  Centre for Addiction and Mental Health

Job Description
On November 30, 2024, 9-8-8 was launched in Canada as a new national three-digit number for suicide prevention and emotional distress. In 2022, CAMH was announced as the lead for the coordination and administration of 9-8-8, and has acted in this capacity to lead and coordinate the implementation of 9-8-8 and manage the operations and post-launch activities. This ground-breaking new service is available 24/7/365 and accessible to everyone from coast to coast to coast. CAMH is working closely with the federal government and key partners from different groups and communities, provinces, territories and building on our work on Talk Suicide Canada, to deliver this high quality, evidence-based, equitable suicide prevention service to Canada.
The service is delivered by a strong network of partners, consisting of local, regional, provincial, and national organizations that have been delivering suicide prevention and emotional distress services in their communities for years. There are 38 network partners, with potential for new partners participating in the service in the future.
9-8-8 is currently seeking a highly motivated and experienced full-time, permanent Team Lead to join our team in transforming the way people in Canada access support for suicide prevention and emotional distress. Reporting to the Manager, 9-8-8 Network Quality, the Team Lead, 9-8-8 Network Quality is responsible for leading the day-to-day operations for the quality improvement team of coordinators and supervisors. The Team Lead provides leadership and guidance to the team, ensuring the smooth execution of quality assurance and improvement programs

Key Accountabilities

• Provide leadership, supervision, and direction to QI supervisors and QI Coordinators to ensure success of QI initiatives. Set clear goals and objectives for the team
• Providing insight and mentorship to help the team identify themes, trends and differences across the 9-8-8 network to strengthen consistency of the team’s observations and responses
• Team Administration: Monitor the team’s schedule, approve day off requests and review times sheets. In collaboration with the Manager, conduct regular performance evaluations and provide feedback to the team. Foster a collaborative and supportive work environment.
• Cultivate a safe and supporting environment for all team members, encouraging open communication, providing feedback, and ensuring the team feels supported.
• Conduct regular one on one meetings with supervisors and coordinators to address individual needs.
• Assign tasks and responsibilities to team members, and ensure workload distribution is balanced
• Prepare monthly reports on the team for the Manager, 9-8-8 Network Quality.
• Attends 9-8-8 partner, tech operations and other meetings as needed/required
• Support as a back up to the other Team Lead for 9-8-8 Network Quality, in their absence
• Duties may be assigned or adjusted as necessary

The successful candidate will support a healthy workplace that embraces diversity, encourages teamwork and complies with all applicable regulatory and legislative requirements. This position is located remotely.
Job Requirements

The successful candidate will have post-secondary education in a relevant field or equivalent crisis intervention skills experience as both a responder and supervisor required. 3 years’ experience in a crisis/distress center is preferred. Sound knowledge of the principles and skills relating to crisis intervention and best practices in suicide prevention. Excellent communication and interpersonal skills to effectively lead a team and collaborate with other team members.

• Problem Solving: Team leads may face situations where standard crisis intervention skills or procedures are ineffective, requiring creative thinking to support 9-8-8 partners and callers/texters.
• Resourcefulness: Team leads may need to think creatively when supporting 9-8-8 partners, as responders and supervisors often present challenging, non-standard situations to the QA team.
• Empathy and Connection: Creativity helps team leads build rapport and establish connections with both the team and 9-8-8 partner representatives.
• Innovation in Support Techniques: The team must creatively integrate new research and best practices in crisis intervention into their work.
• Data Analysis and Program Evaluation: Team leads may use ingenuity to analyze data and assess the effectiveness of quality assurance.
• Stay Curious and Inspired: Remain curious about emerging trends and best practices in quality assurance. Seek inspiration from industry conferences, TED Talks, podcasts, and thought leaders.
• Strong communication skills, and the ability to facilitate complex conversations
• Strong computer literacy with 9-8-8 programs such as Genesys, Cloud, office 365, iCarol, Microsoft, excel Etc.
• Excellent written and verbal communication skills
• Bilingualism (French/English) proficiency in a either language is a requirement

Please Note: This full-time, permanent position is NOT part of any Bargaining Unit.
Salary Range: Competitive salary and benefits package.

Please refer the Job description for details