Manager, Quality Improvement; Monitoring

Position Title:

Manager, Quality Improvement Department:
Quality Improvement

Reports to:

Director, Quality Improvement

Schedule:

Mon-Fri 9-5 Pay Range: $66,400 - $111,900 This role is endowed/subsidized through September 2026, with the possibility of renewal based on performance and funding. Vibrant Emotional Health's groundbreaking solutions have delivered high quality services and support, when, where and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone.

The Quality Improvement Manager oversees and coordinates proactive quality improvement efforts for 988 Lifeline, a network of 200+ independently owned crisis centers across the country. This role entails managing, developing, and implementing quality improvement activities to ensure optimal performance of all centers. The Program Manager will focus on leading 988 QI efforts related to program activities. By utilizing their project management expertise, they will enhance operational efficiency, optimize performance, and ensure compliance with quality standards.

This position involves frequent interaction with Lifeline network centers and leaders in the suicide prevention and crisis center communities, overseeing the planning, execution, and monitoring of quality improvement programs and projects to achieve measurable improvements and deliver successful outcomes for 988 Lifeline crisis service delivery.

Lead the development and implementation of a comprehensive quality improvement program for the 988 Lifeline Network, aiming to ensure the achievement of quality objectives.

• Coordinate all quality improvement efforts to meet the expectations of funders and align with Vibrant's objectives, ensuring all commitments are met.
• Lead implementation of AI-powered quality improvement processes, ensuring alignment with organizational goals and compliance with legal and regulatory requirements.
• Ensure quality improvement efforts are sustained and continuously enhanced across all 988 service modalities, including voice calls, chat, text, and video-phone, to maintain consistent high-quality clinical services.
• Oversee the redesign and ongoing development of a Quality Monitoring Measure/Form to ensure alignment across the network in meeting clinical standards and best practices.
• Prepare and submit reports on quality improvement and outcomes to external funders and stakeholders, including SAMHSA and Vibrant, which may include QI Reports, Board Reports, and Committee Reports as required.
• Assess the performance of centers within the 988 network, addressing any issues, analyzing data, and developing strategies for enhancement to ensure continuous improvement.
• Lead regular meetings focused on quality improvement to assess program outcomes, deliverables, and key performance indicators (KPIs).
• Work alongside other departments to initiate quality improvement activities that guarantee crisis centers meet 988 Lifeline operational and clinical KPIs and compliance standards.
• Handle investigations into any issues or non-compliance incidents, ensuring adherence to best practices and mandated guidelines.
• Arrange and lead discussions with funders and senior leadership about quality improvement projects as necessary.
• Organize and conduct meetings with funders and executive leadership to discuss and explain quality improvement initiatives, as needed.
• Manage direct reports, share best practices with network members, and oversee staff development and performance management.
• Cooperate closely with co-managers, aiming to improve team dynamics and achieve…