This position is responsible for the development and maintenance of a regular audit process for Vibrant lines at Didi Hirsch Suicide Prevention Center. Primary Duties Oversight of quality, based on Vibrant key performance metrics. Develops and implements an audit process ensuring compliance across various functions, including call center protocol. For new and existing counselors, will audit calls in live time to ensure clinical best practices in safety assessment and planning as well as document... more details
SPC Compliance Specialist - Bilingual (Sepulveda Health and Innovation)
This position is remote, and you have the option to elect into a 9/80 flex work schedule. The pay range for this position is between $29.91 – $33.24 per hour.
About Didi Hirsch
Didi Hirsch Mental Health Services has been a national leader in whole-person mental health, crisis care, and substance use services since 1942 and is home to the nation’s first Suicide Prevention Center. We are a nonprofit organization providing care to nearly 200,000 people annually across our programs. Didi Hirsch has deep roots in community-based mental health and a commitment to providing culturally responsive services that are just and equitable.
As an organization, we value equity, diversity, and inclusion. More than 1,000 dedicated employees and volunteers make Didi Hirsch’s work possible. We intentionally recruit and retain a workforce that is reflective of the communities we serve and strive to cultivate a sense of belonging for them. We embrace employees and candidates from all backgrounds who want to help make this vision a reality.
Summary
This position is responsible for the development and maintenance of a regular audit process for Vibrant lines at Didi Hirsch Suicide Prevention Center.
Primary Duties
Oversight of quality, based on Vibrant key performance metrics.
Develops and implements an audit process ensuring compliance across various functions, including call center protocol.
For new and existing counselors, will audit calls in live time to ensure clinical best practices in safety assessment and planning as well as documentation standards are met.
For new and existing counselors, will audit chats and texts to ensure clinical best practices in safety assessment and planning as well as documentation standards are met.
Identifies gaps and areas of growth in operational and clinical performance.
Collaborates with SPC crisis line management team to examine Vibrant performance metrics.
Collaborate with SPC crisis line management team and QI team in early identification of problems, and identifying counselors who need one on one intervention based on audit outcomes.
Monitors fidelity to Lifeline policies and procedures.
Works collaboratively with members of QI team to implement any corrective action plans that Didi Hirsch call center is provided as needed.
Position Requirements
Bachelor’s degree at minimum
Must be able to perform all job duties in English and Spanish
Experience with crisis line work highly desirable.
2 years of experience in Quality Improvement
Excellent interpersonal skills; ability to tailor communication and training to individual needs; ability to engage large audiences.
Preferred working knowledge of computer and software expertise, including Business Intelligence programs, Excel, and Word.
Savvy with data interpretation, utilization and reporting
Advanced written and oral communication skills.
Knowledge of agency QI goals
Strong customer-service skills and aptitude for building solid relationships with stakeholders.
Strong analytical and problem-solving abilities.
Demonstrated ability to work cooperatively as a team member and communicate technical information and concepts to line staff.
Demonstrated ability to work with various departments, learning their individual job flow and program processes.
Our Vision
A future where everyone has equitable access to care and is empowered to achieve optimal mental health and well-being.
Our Mission
Didi Hirsch provides compassionate mental health, substance use, and suicide prevention services to individuals and families, especially in communities where discrimination and injustice limit access.
Core Values
Excellence: We are constantly innovating, learning from the communities we serve, and applying the latest research to advance best practices. We uphold the highest ethical standards to ensure we are providing compassionate and excellent care. Diversity & Inclusion: We value diversity of background, experience, and ideas, committing to a workforce representative of the communities we serve. We celebrate differences and prioritize creating a sense of belonging. Equity: We are dedicated to maintaining equitable practices in our healthcare delivery and workplace culture, and we work to dismantle disparities and discrimination within both systems of care and society. Well Being: We are devoted to the well-being of our staff, volunteers, and communities, and believe healthy teams lead to healthy clients. Advocacy: We advocate across all levels of government and use our voice to reduce barriers to care, including stigma, systemic racism, and parity across payers, with the goal of access to high quality, integrated healthcare for all. Community Engagement: We build partnerships in the community and across sectors to create a more inclusive and responsive mental health ecosystem and enhance greater accessibility to care and support.
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