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Clinical Quality Assurance Manager

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Published 14 days ago

RAINN’s Victim Services (VS) department provides anonymous telephone and online chat services to survivors of sexual assault and their loved ones. Within the VS department, RAINN’s clinical team is responsible for elevating the service quality across all helplines. To advance this objective, the clinical team is establishing a new quality assurance (QA) manager position. 

The clinical QA manager is responsible for improving direct service excellence among RAINN’s hotline staff (paid and volunteer). The clinical QA manager will base their efforts on a commitment to RAINN’s four crisis-intervention values: trauma-informed, survivor-centered, non-judgemental, and strengths-based.  

Essential Duties and Responsibilities: 

Under the direction of the clinical director, the QA manager will:

  • Be responsible for monitoring, assessing, expanding, and implementing the quality assurance practices and improvement activities for the VS department’s helpline staff and volunteers. 
  • Directly manage the service quality assurance process.
  • Recommend and develop quality service policies and standards for RAINN’s helplines to follow.
  • Test new online and telephone helpline services, ensuring they meet set standards and specifications.
  • Manage the implementation of RAINN Stars (an evaluative tool that assesses staff and supervisor level service provision for every visitor interaction).
  • Develop guidance for quality improvement plans for staff and volunteers. 
  • Work closely with the clinical director and the clinical manager to identify skill development needs of hotline staff and volunteers.
  • Maintain current knowledge of relevant research and keep staff up to date with emerging trends and best practices. 
  • Utilize subject matter expertise to inform and review VS training materials for hotline staff, providing recommendations based on best practices and latest research. 
  • Identify, direct, and perform other clinical quality improvement projects in the VS department, as needed. 

Position Specifications/Requirements:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required:

Required Qualifications:

  • 5+ years experience working with victims of abuse (ranging from children, adults, and families), OR as a practitioner in the field of mental health or social work.
  • Prior work experience in crisis intervention.
  • Demonstrated experience in developing, implementing, and monitoring direct service metrics.
  • Problem-solver with a demonstrated ability to make considered decisions and to communicate them effectively.
  • Excellent numerical skills and an understanding of statistics.
  • Demonstrated research skills with the ability to translate best practices into plain language. 
  • Ability to solve problems and work professionally in a wide range of situations.
  • Ability to exercise good judgment when faced with complex decisions.
  • Comfortable discussing issues surrounding sexual violence.
  • Commitment to RAINN’s mission and goals.
  • Must successfully complete a criminal background check (administered by RAINN)

Education:

  • Bachelor’s degree in social work, psychology or a related field, and at least five years of work experience in that field. 
  • Expertise on sexual violence issues.

Preferred Qualifications:

  • Master’s degree in social work or psychology.
  • A current or formerly Licensed Professional Clinical Counselor, Licensed Clinical Social Worker.
  • Veterans will be given priority.
  • Experience in crisis hotline/intervention and treatment of victims of sexual violence.

When you work at RAINN, you're joining a team of experts and professionals who stand up for survivors of sexual violence every day. Your job is important -- and so are you!! RAINN will not discriminate against any employee or applicant for employment because of race, color, creed, religion, national origin, gender, sexual orientation, age, gender identity, genetic information, disability or protected veteran status. RAINN is committed to maximizing the diversity of its organization and depends on a diverse staff to carry out its mission and encourages all candidates to apply.

EOE/M/F/D/V

RAINN’s Victim Services (VS) department provides anonymous telephone and online chat services to survivors of sexual assault and their loved ones. Within the VS department, RAINN’s clinical team is responsible for elevating the service…

Details at a Glance

  • Time Commitment
    Full Time Schedule
  • Start Date
    October 18, 2021
  • Application Deadline
    October 1, 2021
  • Education
    4-Year Degree Required
  • Professional Level
    Professional

Salary

Contingent Upon Experience

Benefits

Health/Dental/Vision/Life/ AD&D/Short and Long Term Disability; Paid Vacation and Sick Leave; Paid Holidays; 403(b)7; Free On-Site Gym

Health/Dental/Vision/Life/ AD&D/Short and Long Term Disability; Paid Vacation and Sick Leave; Paid Holidays; 403(b)7; Free On-Site Gym

Location

Temporarily Remote
Work must be performed in or near Washington, DC
Associated Location
1220 L St, NW, Washington, DC 20005, United States
Suite 505

How to Apply

Submit resume and cover letter to Victim Services at https://rainn.applicantpro.com/jobs/ Incomplete applications will not be considered. Please no phone calls.

Submit resume and cover letter to Victim Services at https://rainn.applicantpro.com/jobs/ Incomplete applications will not be considered. Please no phone calls.

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