Training and Quality Specialist

Job Code: TQS - 111
Revision Date: September 15, 2025

Starting Salary: $18.59 hourly; $38,672 annually

FLSA: Non-Exempt

Overview

We are an agency committed to innovative behavioral health services in trauma-informed care that promote healing and recovery to instill a sense of empowerment and foster a lifelong sense of resilience.

General Description

The Quality Assurance Specialist is responsible for monitoring Crisis Line calls based on established quality assurance protocols and evaluation forms. This role ensures the delivery of high-quality, trauma-informed crisis intervention services by assessing call interactions, tracking issues in the quality monitoring system, and providing structured feedback to staff in collaboration with supervisors.

In addition to call reviews, the Quality Assurance Specialist identifies performance trends, highlights educational opportunities, and contributes to the development of targeted training for the Crisis Hotline team. This position also plays a supportive role in onboarding and mentoring new staff and may assist with call coverage as needed to ensure service continuity.

This class works under close to general supervision according to set procedures but determines how or when to complete tasks.

Duties and Responsibilities

The functions listed below are those that represent the majority of the time spent working in this position. Management may assign additional functions related to the type of work of the position as necessary.

• Monitors and evaluates live and recorded calls to ensure compliance with agency protocols, quality standards, and crisis intervention best practices.
• Completes detailed call reviews and prepares structured feedback for Crisis Hotline Specialists.
• Presents quality assurance findings and coaching feedback to agents in the presence of their direct supervisors, ensuring constructive and collaborative discussions.
• Maintains confidentiality about all calls reviewed and the performance of the crisis specialists.
• Identifies strengths and opportunities for individual and team improvement and communicates trends to leadership.
• Supports the development and delivery of training programs for new crisis hotline staff, including one-on-one mentoring and skills development.
• Takes incoming calls as needed, particularly during peak times or staff shortages, providing crisis intervention services including lethality risk assessment, safety planning, and referrals.
• Ensures all quality assurance documentation is completed timely and accurately for internal reporting and compliance purposes.
• Maintains up-to-date knowledge of relevant regulatory and accreditation requirements, including Joint Commission, Texas Health and Human Services, and American Association of Suicidology standards.
• Performs other duties as assigned.

Minimum Education and Experience Requirements

Requires a Bachelor's degree in Psychology, Social Sciences, or a related behavioral field, supplemented by at least one (1) year of direct experience in crisis intervention, quality assurance, or clinical supervision; or an equivalent combination of education and experience. Previous experience in quality assurance, call coaching, or staff training preferred.

Experience with trauma-informed services; cognitive behavioral therapies, including Dialectical Behavioral Therapy (DBT); and motivational therapies including the use of incentives, preferred.

Required Knowledge and Abilities

Knowledge of trauma-informed theories, principals, and practices (includes multi-faceted understanding of concepts such as community trauma, intergenerational and historical trauma, parallel processes, and universal precautions), preferred.

Physical Demands

Performs sedentary work that involves walking or standing some of the time and involves exerting up to 10 pounds of force on a regular and recurring basis or sustained keyboard operations.

Unavoidable Hazards (Work Environment)

• Involves routine and frequent exposure to:
• Bright/dim light; Dusts and pollen.
• Extreme heat and/or cold; Wet or humid conditions.
• Extreme noise levels, Animals/wildlife.
• Vibration; Fumes and/or noxious odors.
• Traffic; Moving machinery.
• Electrical shock; Heights.
• Radiation; Disease/pathogens.
• Toxic/caustic chemicals; Explosives; Violence.
• Other extreme hazards not listed above.

Special Certifications and Licenses

• Must be able to be credentialed as a Qualified Mental Health Practitioner Community Service (QMHP-CS) within the timeframe designated by EHN.
• Must possess and maintain a valid state Driver's License with an acceptable driving record.
• Must be able to pass a TB, criminal background and drug screen.

Americans with Disabilities Act Compliance (ADA)

Emergence Health Network is an Equal Opportunity Employer. ADA requires Emergence Health Network to provide reasonable accommodations to qualified persons with disabilities. Prospective and current employees are encouraged to discuss ADA accommodations with management.

Other Job Characteristics

• Staffing requirements, including criteria that staff have diverse disciplinary backgrounds, have necessary State required license and accreditation, and are culturally and linguistically trained to serve the needs of the clinic's patient population.
• Credentialed, certified, and licensed professionals with adequate training in person-centered, family centered, trauma informed, culturally-competent and recovery-oriented care.
• Flexible Schedule required. Rotating Shifts (3 shifts) to include evenings and graveyards. Position may require to work some weekends. Observed Holidays off.
• Responsible for adhering to the EHN common purpose and service framework to continuously provide exceptional care to all constituents.

Note: This Class Description does not constitute an employment agreement between the Emergence Health Network and an employee and is subject to change by the Emergence Health Network as its needs change.