Job Board > Quality Assurance Coordinator - Crisis Intervention and Suicide Prevention Centre of BC
This is a Permanent, Part-time position.
Category: OtherThe Quality Assurance Coordinator role’s objective is to ensure the quality and competencies of responders, with a strong emphasis on taking a developmental approach to supporting responders to build and enhance their competencies through the KSTPA core competency framework.
The Crisis Services Responder (CSR) role entails a core competency framework across Knowledge, Skills, Technology, Procedures and Attitudinal dimensions (KSTPA) to deliver an optimal crisis intervention service to the community. KSA is a
competency framework of the American Association of Suicidology (AAS).
The Distress Services (DS) program is grounded in these core competencies (KSTPA) and 6 principle guidelines of crisis intervention work (acceptance, empowerment, short-term, collaboration, life-affirming, safety) in creating and sustaining a learning organizational culture for both volunteers and staff of the Distress Services program.
The KSTPA framework is client and program service delivery centric, and is actively used as a benchmark for responder competencies and development for Training and Service Delivery.
Specific Duties
1. Developing processes and systems to track ongoing learning and concerns related to KSTPA competencies (Knowledge, Skills, Technology, Attitudes) of crisis work a. Identify CSR (Crisis Services Responder) concerns through QA quality gates across the Responder life cycle (3,6,9 month, beyond 250+hours) as well as from different sources from Training and Service Delivery to set up learning interventions as needed 2. Utilize and enhance QA tools for tracking and evaluating responder competencies across the CSR lifecycle 3. Develop benchmarks across the Volunteer CSR commitment at specific Quality Gates (3, 6, 9, beyond 250 hours) to determine learning progression
4. Liaise with Training Delivery/Development and Service Delivery to identify areas for congruency and alignment to ensure efficiencies and quality of care model of CSR’s
5. Develop Volunteer resources as needed to deliver silent monitoring and/or other learning interventions
6. Work with the Operations Team to develop monitoring protocols and framework aligned to KSTPA
7. Work in collaboration with Service Delivery and Volunteer Coordinator to support and address Volunteer concerns
8. Gathering feedback and extrapolating data from Training and Service delivery to make appropriate recommendations (for Training and Service Delivery)
Skills and Abilities
● Excellent knowledge base of crisis intervention theory and skills
● Ability to conceptualize quality Improvement processes and systems ● Ability to take a developmental approach for the QA process with appreciative inquiry ● Knowledge of adult learning theories and methodologies with regard to it’s impact on learning outcomes in a competency based training
● Ability to generate reports and to interpret data sets to make recommendations
● Strong computer skills and knowledge of software for excel and spreadsheet presentations ● Ability to capture service delivery themes and metrics that correlate with KSTPA
● Ability for inter-departmental collaboration
● Ability to hold and embody a holistic approach for the entire Distress Services Program
● Competent in project planning and implementation
● Demonstrated maturity and reliability
● Strong interpersonal skills
● Demonstrated critical decision-making abilities
● Ability to work with a minimum of supervision and willingness to work flexible hours
Qualifications
● Bachelor's level education and/or equivalent educational background and experience ● Experience in building performance management systems as part of the Quality assurance process ● Transferable experience and skills in call centre management metrics evaluation or an equivalent is an asset ● Transferable experience in program evaluation is an asset
● Experience in data analysis
● A keen understanding and knowledge of Clinically informed Distress Services Training and Service delivery processes is an asset
● Experience with supervising crisis service responders preferred
● Some experience with project management preferred
This position is vacant and will be filled as soon as a qualified applicant is found.
Deadline to apply is July 25, 2022
We want to be transparent with what’s next. Please submit your PDF cover letter and resume as a single PDF attachment to Alain Bedard-Gibson, Manager of Training & Quality Assurance via email abedardgibson@crisiscentre.bc.ca, Nikki Roussos, Manager of Crisis Response and Operations, via email nroussos@crisiscentre.bc.ca , Akhila Blaise, Distress Services Director, Training and Quality Assurance via email ablaise@crisiscentre.bc.ca
In your cover letter, please be specific about what skills and talents you will bring to the position. What do you want us to know about you that we can’t find in your resume which makes you the best candidate?
We will review applications as they are submitted and have a rolling interview process.
Shortlisted candidates will be contacted by phone to arrange an interview.
Interviews will be a hybrid (in-person at the Centre / remote) depending on applicant preference. Interviews will be conducted by Alain Bedard-Gibson, Nikki Roussos, and Akhila Blaise.
The successful candidate will have to complete a Vulnerable Sector Criminal Records Check. We appreciate all those who submit an application.
Salary: $28.30/hr - 21 hours per week
see here for PDF of job posting with all the details https://crisiscentre.bc.ca/careers/
The Crisis Centre of BC is dedicated to providing help and hope to individuals, organizations, and communities.
Our offices are located on the unceded territories of the Musqueam, Squamish, and Tsleil-Waututh nations. We have been in operation since 1969.
Spanning the spectrum of crisis support, suicide prevention, and postvention, we offer:
● Immediate access to barrier-free, non-judgemental, confidential support and follow-up through 24/7 phone lines and online services.
● Education and training programs that promote mental wellness and equip schools, organizations and communities to assist people at risk of suicide.
Our programs work to ensure timely access to support, destigmatize suicide and mental health concerns, and increase awareness and skills for mental health. We foster and create compassionate, connected, suicide-safer communities.
