Overview
Associate III, Quality Control (Investigations) Jobs in Research Triangle Park, NC at Biogen
Manager of Best Practice and Quality Assurance (Videophone Services)
Organization: DeafLEAD
Department: Videophone Crisis Services
Job Type: Full time, salaried (exempt)
Location: Remote
Reports To: Director of Videophone Crisis Services
Start Date: April 16th, 2025
Salary Range: $60,000 – $65,000 annually*
External hires are usually brought on to DeafLEAD between the minimum to midpoint of the posted salary range depending on a combination of education, qualifications, internal equity, and the budgeted amount for the role.
Position Summary
DeafLEAD is a non-profit organization that provides crisis intervention services to Deaf, Hard of Hearing, Late-Deafened, DeafBlind, DeafDisabled, and Deaf+ individuals and their families within the state of Missouri and nationwide. Our mission is to promote the emotional and physical well-being of consumers in a safe and respectful environment utilizing a consumer-centered, trauma-informed approach.
We are committed to providing a variety of services to effectively meet the changing needs within the Deaf community. These services include (but are not limited to): crisis intervention, safety planning, legal/medical/personal advocacy, case management, crisis videophone/text/chat/hotline services, mental health services, training, and interpreting
DeafLEAD is looking to hire a full time Videophone Crisis Line Best Practice and Quality Assurance Manager to join an exciting, supportive, and engaging team that provides suicide and crisis intervention services. This position would be worked remotely. The Videophone Crisis Line Best Practice and Quality Assurance Manager would be expected to work 40 hours or more per week.
American Sign Language Fluency is required for this position.
Key Responsibilities
Follow DeafLEAD’s policies and procedures
Believe in DeafLEAD’s philosophy and goals as stated in Summary of Organization
Update and maintain records of all videophone crisis line personnel’s required trainings
Coordinate and track evaluations of all videophone crisis counselors
Coordinate the team of Best Practices & Quality Improvement Coordinator and Specialists. Attend to review their work, assist in providing feedback, coordinate and perform weekly 1:1 meetings and team meetings
Develop and ensure calibration of Best Practices & Quality Improvement team
Develop, provide, and implement feedback, verbal warnings, Performance Improvement Plans (PIPs) and terminations for crisis counselors, senior crisis counselors and shift supervisors who are not in compliance with crisis line services.
Provide individual coaching and coaching plans to crisis counselors who are not meeting quality standards.
Attend and represent DeafLEAD’s Quality Assurance within Videophone Service in meetings with Vibrant Emotional Health, and other meetings where needed.
Monitor quality of crisis line documentation
Monitor crisis counselor quantitative metrics, including but not limited to, answer rates, productivity reports, etc.
Evaluate and score videophone crisis lines recordings for training and quality assurance.
Perform quarterly evaluation meetings with videophone crisis counselors, or as needed.
Assist and execute with the coordination and development of monthly departmental and agency in-service meetings
Develop and execute crisis line trainings
Successfully complete all Vibrant required training annually, as well as other training and certifications as assigned.
Develop and provide training for crisis counselors that assist with their performance on calls to abide by Vibrant call procedure guidelines, and in support of their improvement
Work closely with the Videophone team, providing support and stepping in as on call where it is needed.
Provide annual evaluations to the Quality Improvement Team.
Review and complete pay period timesheets of those you supervise.
Attend weekly meetings with Director of Videophone Crisis Lines, Assistant Director of Videophone Crisis Lines, 988 Videophone Program Manager, Videophone Shift Supervisors, and Quality Improvement team
Attend DeafLEAD bi-weekly staff meetings, in-services, and other meetings as needed and required
Attend conferences and training identified by agency leadership
Notify child abuse services when appropriate
Notify emergency services for intervention when appropriate
Other duties as assigned
Qualifications
Must complete DeafLEAD’s 100+hour crisis intervention training.
American Sign Language fluency required
Caring and empathetic person
Exceptional writing and reading comprehension skills
Ability to remain calm in crisis situations
Master’s degree in psychology, social work, non-profit management or related field preferred, but not required. Bachelors degree required; preference given to applicants with degrees in a related field (i.e. psychology, social work, non-profit management, etc.)
Previous experience working in crisis management, suicide prevention, mental health, or related field preferred.
Minimum 1-year of management experience desired
Minimum of 1 year of crisis line experience or similar required
An ability to work with people of various race, color, national or ethnic origin, ancestry, age, religion or religious creed, disability, sex or gender, gender identity and/or expression, sexual orientation, military or veteran status, genetic information or any other characteristic protected under applicable federal, state, or local law.
Must be able to pass a background check
Compensation
Annual ranges between $60,000 – $65,000 based on education and previous experience.*
Health, vision, and dental insurance
401(k) retirement
Paid Time Off (sick, holiday, vacation, and personal)
External hires are usually brought on to DeafLEAD between the minimum to midpoint of the posted salary range depending on a combination of education, qualifications, internal equity, and the budgeted amount for the role.
Work Environment
DeafLEAD is committed to creating an inclusive and accessible work environment. This role requires empathy, adaptability, and cultural awareness, particularly in supporting employees who are Deaf, Hard of Hearing, Late-Deafened, DeafBlind, DeafDisabled, and Deaf+.
Confidentiality and Nondisclosure of Trade Secret
As a condition of employment, DeafLEAD employees are required to protect the confidentiality of DeafLEAD trade secrets, proprietary information, and confidential commercially sensitive information (i.e. financial or sales records/reports, marketing or business strategies/plans, product development, customer lists, patents, trademarks, etc.) related to DeafLEAD. Access to this information should be limited to a “need to know” basis and should not be used for personal benefit, disclosed, or released without prior authorization from management.
If you have information that leads you to suspect that employees are sharing such information in violation of this policy and/or competitors are obtaining such information, you are required to inform DeafLEAD’s PEO partner.
Violation of this policy may result in disciplinary action up to and including termination and may subject the violator to civil liability.
Inventions
Any invention created, in whole or in part, during your work hours, or from the use of equipment or facilities belonging to DeafLEAD and DeafLEAD’s PEO partner, is a “work for hire” and is the property of DeafLEAD.
If you intend to develop and maintain property rights to any invention that relates in any way to products or services of DeafLEAD, you are required to obtain a written waiver of this policy, signed by both you and the CEO of DeafLEAD.
DeafLEAD is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
DeafLEAD hires remote candidates in the following states:
AL, AZ, CO, DC, FL, GA, IA, IL, IN, KS, KY, LA, MD, MN, MO, MS, NJ, NM, NV, NY, OK, SC, TN, TX, UT, VA, and WI.
Title: Associate III, Quality Control (Investigations)
Company: Biogen
Location: Research Triangle Park, NC
