Assistant Director of Quality Assurance & Tra at HEADQUARTERS KANSAS INC – Lawrence, Kansas

Position Title: Assistant Director of Quality Assurance & Training

Location: Lawrence, KS 

Applications will be accepted until: Open until filled 

Compensation and Benefits 

• Full time, Exempt 
• $65,000 - $70,000, based on experience
• Employer shared plan for Health, Dental, Vision Insurance 
• Long Term and Short-Term Disability, employer paid  
• Paid time off  
• Voluntary: Life Insurance, FSA and HSA options, Voluntary Benefits through MetLife  
• 401k with 5% match by employer  
• EAP Program  
• Media stipend

Position Summary:

The Assistant Director of Quality Assurance & Training is a full-time, exempt, 40-hour week average position. This position may require occasional evening and weekend hours due to the on-call clinician rotation. Position may be required to travel to and attend local, statewide, and national 988 collaborative meetings and conferences.

Job Duties:

This position leads the development, implementation, and oversight of a comprehensive quality assurance and compliance program across all crisis service lines, including 988 call/chat/text and local crisis services. Additionally, this position oversees the training program that all crisis specialists and supervisors complete during onboarding.

This position serves as the supervisor of the training coordinator, call specialist, and chat specialist staff members.

This role ensures adherence to all applicable standards, including 988 Suicide & Crisis Lifeline requirements, International Council for Helplines (ICH) standards, and funder expectations.

The position supports both staff and volunteers through performance evaluation, coaching, and training alignment while promoting high-quality, consistent, and ethical crisis intervention services.

Position Expectations:

• Effective time management, scheduling, and organizational skills;
• Demonstrate commitment to ethical practice, staff wellness, and a positive organizational culture;
• Participate in continuing education and professional development to maintain clinical and operational competency in crisis intervention and suicide prevention practices;
• Outstanding interpersonal skills with the ability to work harmoniously with organizational leadership, program teams, and other development staff;  
• Able to represent HeadQuarters Kansas and themselves with integrity and professionalism;    
• Serve as an effective supervisor for their team;
• Ability to work independently as well as in a collaborative culture;   
• Valid Driver’s license, clean driving records, and reliable transportation;    
• Must be able to pass State and Federal criminal background checks.  

Responsibilities include:

Quality Assurance

• Lead, implement, and continuously improve a formal Quality Assurance (QA) and Quality Improvement (QI) program across all crisis service lines;
• Conduct and oversee call, chat, and text monitoring using evidence-based standards;
• Review documentation and transcripts to ensure consistency, accuracy, and adherence to service models;
• Monitor and evaluate performance of staff and volunteers, ensuring adherence to clinical and operational standards;
• Identify trends in service delivery and performance, and develop and implement improvement strategies;
• Maintain QA scoring systems and ensure timely entry into required platforms (e.g., Vibrant Exchange);
• Review incident reports and oversee investigations into complaints and grievances with the Director of Crisis Services;

• Provide oversight of high-risk interactions, including imminent risk calls and crisis escalations;
• Ensure caller management procedures and documentation standards are consistently followed.

Staff Supervision

• Provide direct supervision to designated staff;
• Conduct performance evaluations, approve timesheets, and support employee development;
• Provide ongoing coaching and feedback;
• Collaborate with leadership, training teams, and HR to develop and implement performance improvement plans;
• Identify training needs and support development of targeted learning opportunities;
• Facilitate group supervision and individual supervision meetings as needed;
• Support hiring processes, including interviewing and candidate evaluation;
• Promote staff wellness and implement strategies to address burnout and compassion fatigue.

Policy and Program

• Collaborate with leadership to develop, implement, and annually review policies and procedures for all crisis service lines;
• Ensure policies reflect current best practices and align with 988 Lifeline, IHC standards, and organizational goals;
• Participate in program meetings, providing data insights and identifying cases for clinical review;
• Maintain current knowledge of emerging best practices in crisis services and suicide prevention.

Accreditation & Compliance

• Collaborate with leadership to ensure full compliance with all regulatory, contractual, and accreditation standards (e.g., KDADS, SAMHSA, Vibrant, IHC);
• Prepare, review, and submit required reports to funders and stakeholders in a timely and accurate manner;
• Lead and support accreditation processes, including preparation for reviews and compliance meetings;

• Serve as liaison with external partners and stakeholders regarding compliance and reporting;
• Ensure corrective actions are implemented when standards are not met.

Data Management

• Collect, manage, and analyze program data to support QA, compliance, and organizational decision-making;
• Generate regular reports on performance metrics, outcomes, and KPIs for leadership and external stakeholders;
• Maintain accurate records in systems such as iCarol, Salesforce, and other reporting platforms;
• Track and monitor QA scores, staff performance data, and program outcomes;
• Ensure data integrity, confidentiality, and alignment with reporting requirements;
• Utilize data to identify trends, inform strategy, and improve service delivery.

Required Education and Experience

• Licensure as a Licensed Master Social Worker (LMSW) or equivalent licensure;
• Two (2) years supervisory experience;
• Experience working in a crisis center or behavioral health setting;
• Minimum of 1 year of experience in quality assurance, quality improvement, or program management;
• Strong analytical skills and ability to solve problems independently and collaboratively; 
• Proficiency in Microsoft Office and Google Workspace;
• Excellent written and verbal communication skills;

Preferred Education

• Familiarity with 988 Suicide & Crisis Lifeline standards and metrics;
• Completion of Applied Suicide Intervention Skills Training (ASIST); 

• Experience with data systems such as iCarol, Salesforce, or similar platforms;
• Equal Opportunity Employer 

It is HeadQuarters Kansas intention to create and maintain a supportive culture for all employees.  We are an equal opportunity employer.  All applicants will receive employment consideration that aligns with EEOC guidelines and regulations.   

The Americans with Disabilities Act ensures your right to reasonable accommodations during the employment process.  A request for accommodation will not affect your opportunities for employment with HeadQuarters.  If you wish to request an ADA accommodation, please contact HeadQuarters Kansas.

HEADQUARTERS KANSAS IS AN EEO / AA EMPLOYER