Mgr, Clinical Quality and Wellbeing

Centerstone is among the nation’s leading nonprofit behavioral health systems with thousands of employees dedicated to delivering care that changes people’s lives. A dynamic, well-established organization, we offer rewarding opportunities to serve all ages in a variety of settings. Come talk to us about joining the Centerstone team!

Centerstone, a trauma-informed organization, endorses an organizational culture built on understanding, recognizing and responding to those affected by trauma to strengthen resilience for our clients, staff and community. Come talk to us about joining the Centerstone team!

JOB DESCRIPTION:

SUMMARY OF POSITION

This is a remote position on a 24/7/365 mental health crisis/suicide prevention focused team. This position provides leadership and oversight for the clinical quality and staff wellness functions within the crisis program. The role is responsible for ensuring adherence to best practices in clinical intervention, maintaining high-quality service delivery, and supporting the emotional resilience and wellbeing of frontline crisis staff. This position collaborates with crisis leadership to set quality standards, monitor performance, implement wellness initiatives, and ensure the program meets or exceeds clinical and compliance requirements.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Provide administrative and clinical support to crisis staff, providing coaching, performance feedback, and professional development.
• Establish clear expectations for quality assurance processes, clinical best practice and contract adherence, and staff wellness support.
• Foster a culture of accountability, empathy, and continuous improvement.
• Ensures quality assurance measures are consistently applied to chat/text and follow-up interactions.
• Oversees the development and clinical refinement of clinical protocols, workflows, and escalation procedures.
• Stays current on crisis intervention, suicide prevention models, and trauma-informed practices.
• Collaborate with training coordinator(s) to address service delivery gaps identified through QA review.
• Work with crisis leadership to implement proactive staff wellness initiatives, including debriefing practices staff supports.
• Monitor trends in staff stress, burnout, and secondary trauma, and identify action steps to deliver to program leadership
• Serve as an advocate for staff wellbeing in leadership discussions and policy planning.
• Facilitate peer supervisions for all Certified Peers within the program.
• Meets the ethical and clinical standards in compliance with all accreditation.
• Assist in administrative tasks as needed

KNOWLEDGE, SKILLS & ABILITIES

• Effectively communicate via written, verbal, in person and virtual methods.
• Demonstrates high-level customer service skills and professional etiquette.
• Adaptability for shifting between leadership and direct service roles as needed.
• Maintains composure and decision-making under pressure.
• Skill in providing crisis intervention.

QUALIFICATIONS

Education Level

Master’s degree in Behavioral Science, Psychology, Social Work, or related field or Certified Peer Recovery Specialist is required. Licensure in good standing.

Years of Experience

• Four years of clinical experience in crisis intervention, behavioral health, or related setting required.
• At least one year of supervisory experience, preferably in a call center or high-volume service environment required.

Certification/Licensure

LCSW, LPC, LMFT, or equivalent required.

PHYSICAL REQUIREMENTS

Standing – 20%

Sitting – 80%

Squatting – Occasional

Kneeling – Occasional

Bending – Occasional

Driving – Occasional

Lifting – Occasional

DISCLAIMER

The duties and responsibilities described in this document are not a comprehensive list and additional tasks may be assigned to the employee from time to time, or the scope of the job may change as necessitated by business demands.

Time Type:

Pay Range:

Delivering care that changes people's lives starts with our employees. Below are just some of the great benefits Centerstone employees enjoy:

• Medical, dental, and vision health coverage

• Flexible Spending and Health Savings Accounts

• 403b retirement plan with company match

• Paid time off and ten paid holidays

• AD&D Insurance, Life Insurance, and Long Term Disability (company paid)

• Employee Resource Groups

• Continuing education opportunities

• Employee Assistance Program

Centerstone is an equal opportunity employer. Employment at Centerstone is based solely on a person's merit and qualifications directly related to professional competence. We treat all clients and colleagues with dignity and respect.

At Centerstone, we use our values as a guide for what we do. Respect, Expertise, Integrity and Empowerment are at the heart of every interaction at Centerstone, and particularly rooted in our Culture.

Our approach to culture is to create an environment that encourages, supports and celebrates the voices and experiences of our employees. We are committed to a culture of empowerment, respect, integrity and expertise that powers our innovation and connects us to each other, our clients and the communities we serve.

Centerstone is also committed to a strong culture of quality and safety, celebrating role-models who champion best practices for quality, clinical risk, and patient safety.