Quality & engagement supervisor - crisis services

Frontier Behavioral Health’s presence in Spokane is more than 100 years strong, allowing our non-profit organization to understand the varied needs of our clients and the larger community. Our programs are designed to provide evidence-based treatment to adults, youth and seniors who are dealing with a wide range of behavioral health issues. As a Trauma-Informed Care Organization, we firmly believe in recovery and that our clients can lead fulfilling and meaningful lives, and we consider it an honor and a privilege to assist them in their journey. If you want to have a positive impact in the lives of others come join us!

WHY CHOOSE FRONTIER BEHAVIORAL HEALTH?

At Frontier Behavioral Health, we value our employees and recognize the importance of EVERY employee’s contribution to our mission. Our behavioral health services make a positive difference in the lives of those we serve and contribute to the health, safety, and quality of life for everyone in Spokane County. At FBH we have a variety of client services, including outpatient, inpatient, community outreach, crisis services, partnerships with schools, law enforcement and more. Our evidence-based, culturally appropriate, trauma informed behavioral health services address the diverse needs of those we serve.

The Quality and Engagement Supervisor is a key member of the CORE Access, Triage, and Dispatch Services department of FBH’s CORE Crisis Services, which encompasses 988, the Regional Crisis Line (RCL), the 911–988 Diversion Partnership, and the Mobile Dispatch Unit (MDU). The Supervisor is directly accountable for supervising and supporting the performance of the 988 DEIB Coordinator, 988 DEIB Community Liaison and Trainer, Sr. 988 Contact Hub Trainer, 988 Contact Hub Trainer, and 988 QI and Data Specialist.

The Supervisor is accountable for the development, implementation, and ongoing evaluation of the Department’s training excellence program to meet applicable accreditation standards, regulatory requirements, and organizational expectations. This includes ensuring staff training, competency assessment, and ongoing professional development; monitoring 988 quality and performance metrics; identifying trends and opportunities for improvement; and implementing and evaluating quality improvement initiatives to achieve measurable outcomes.

In collaboration with the Director and FBH’s Marketing Specialist, the Supervisor oversees the Departments’ community engagement and outreach activities, ensuring consistent representation at local events, meaningful community partnerships, and alignment with organizational priorities. The Supervisor monitors progress toward established goals, evaluates outcomes, and reports on performance, training compliance, quality improvement activities, and community engagement results to the Director. The Supervisor is accountable for addressing identified performance gaps, implementing corrective actions within their scope of authority, and escalating significant risks, barriers, or resource needs to the Director.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Directly supervise, coach, and support the 988 DEIB Coordinator, 988 DEIB Community Liaison and Trainer, Sr. 988 Contact Hub Trainer, 988 Contact Hub Trainer, and 988 QI and Data Specialist.
• Establish clear performance expectations, monitor progress toward individual and program goals, and ensure timely completion of assigned responsibilities.
• Conduct regular supervision, performance evaluations, and professional development planning in accordance with organizational policies.
• Promote a culture of accountability, collaboration, cultural responsiveness, and continuous learning.
• Identify staffing, training, and operational needs and communicate recommendations and resource requirements to the Director.
• Lead the development, implementation, maintenance, and evaluation of a comprehensive 988 training excellence program that supports staff competency, consistent service delivery, and applicable accreditation and network requirements.
• Ensure training curricula, materials, and processes incorporate current best practices in crisis intervention, suicide risk assessment, de-escalation, stabilization, safety planning, and culturally responsive engagement.
• Oversee staff onboarding, initial training, ongoing education, competency assessments, and required training documentation.
• Establish processes to monitor training completion, assess learning outcomes, identify competency gaps, and implement corrective training when indicated.
• Collaborate with the crisis call center training team and subject matter experts to ensure training content reflects evolving standards, operational procedures, and community needs.
• Evaluate training effectiveness using staff performance data, quality reviews, feedback, and other established measures, implementing improvements as needed.
• Oversee the planning, coordination, and evaluation of 988 community engagement and outreach activities to increase awareness of 988 services and strengthen community relationships.
• Collaborate with FBH’s Marketing Specialist to coordinate 988 representation at local events, community education opportunities, and outreach initiatives.
• Supervise the implementation of DEIB-related initiatives that promote equitable access, culturally responsive engagement, and awareness of 988 services among diverse communities.
• Support the development and dissemination of community education materials and resources that communicate the role, availability, and appropriate use of 988.
• Establish measures to evaluate outreach participation, community reach, partner engagement, and opportunities to improve awareness and access.
• Develop and maintain collaborative relationships with community organizations, service providers, and system partners to strengthen coordination and respond to emerging community needs.
• Oversee the collection, validation, analysis, and reporting of 988 performance data and quality metrics in collaboration with the 988 QI and Data Specialist.
• Monitor established performance indicators, identify trends and patterns, and evaluate outcomes related to service quality, staff performance, training effectiveness, and operational processes.
• Lead continuous quality improvement (CQI) initiatives that address identified service gaps, strengthen consistency, improve operational effectiveness, and support measurable outcomes.
• Establish and monitor action plans with defined objectives, timelines, responsible parties, and measures of success.
• Ensure quality findings are translated into actionable recommendations, staff development opportunities, process improvements, and operational changes.
• Prepare and present routine reports to the Director regarding performance outcomes, quality improvement activities, accreditation readiness, emerging trends, and areas requiring leadership attention.
• Coordinate preparation for accreditation reviews, audits, and other quality assessments, ensuring required documentation and evidence of compliance for 988’s training and data for QI are maintained.
• Participate in leadership meetings, program planning, policy development, and other activities supporting the effectiveness and continuous improvement of 988 and related crisis access services.
• Perform other duties as assigned.

QUALIFIED APPLICANTS WILL HAVE:

REQUIRED:

1. Master’s degree in the behavioral health sciences.
2. Two years post master’s degree professional experience in clinical work and coordination of treatment services.
3. Experience with crisis intervention, including risk assessments.
4. At the time of hire, must have applied for one of the following DOH credentials to meet the requirements of a Mental Health Professional as defined by WAC 246-341-0200. Licensed Agency Affiliated Counselor (LAAC) OR License Mental Health Counselor Associate (LMHCA) OR Licensed Independent Clinical Social Worker Associate (LICSWA) OR Licensed Marriage and Family Therapist Associate (LMFTA) AND THEN Credential must be active with DOH within 6 months of hire date unless currently meeting preferred licensure credential requirement below.

PREFERRED:

• Supervisory experience.
• Active DOH licensure (e.g., LMHC, LICSW, LMFT) in the State of Washington (Licensed employees have the title Supervisor II).
• Experience working on a crisis line.

KNOWLEDGE, SKILLS & ABILITIES:

• Ability to communicate and engage effectively with individuals from diverse cultural, educational, and socioeconomic backgrounds, including individuals with lived experiences of trauma. Demonstrates cultural humility, sensitivity, and an understanding of the barriers faced by underserved and socioeconomically disadvantaged populations.
• Proficiency with computer applications, including Microsoft Office and related systems used for documentation, data management, reporting, and performance monitoring.
• Ability to establish and maintain effective working relationships with community partners and system stakeholders to coordinate services, standardize processes, strengthen collaboration, and improve outcomes for individuals accessing crisis services.
• Ability to manage multiple priorities in a fast-paced, team-oriented environment; lead regional initiatives; coordinate cross-functional projects; meet deadlines; and achieve established performance goals and measurable outcomes.
• Ability to collect, analyze, and interpret data, performance metrics, trends, and patterns to identify service gaps, assess effectiveness, guide decision-making, and develop and evaluate quality improvement initiatives.

PHYSICAL, SENSORY & ENVIRONMENT:

The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Work is generally performed in an office setting which may involve sitting and use of computers for four to eight hours per day. May be required to lift 10 - 20 pounds. Work may be performed out of office and travel may be needed to outside areas. Blood-borne Pathogen Category IV - No exposure to blood-borne pathogens.

PAY RANGE (Hourly/Non-Exempt):

Supervisor I - No Licensure: $36.57- $44.55 Supervisor II - Licensure: $39.45 - $48.06

All pay is based on longevity at Frontier Behavioral Health; thus, the starting pay is as follows: Supervisor I - No Licensure: $36.57 per hour Supervisor II - Licensure: $39.45 per hour

Our Benefits and Perks are Amazing!

WE BELIEVE IN WORK LIFE BALANCE:

• Paid Time Off – Employees accrue up to 26 days of PTO in the first year of employment!
• Plus 9 Paid Federal Holidays!
• Sick Leave – Extended Sick Leave and Paid Sick and Safe Time.
• Some positions qualify for a Compressed Workweek option resulting in up to additional 26 days off per year.

BENEFITS:

www.fbhwa.org/careers/benefits

• Medical, Dental and Vision
• Retirement – We offer an impressive 403b plan including standard 3% employer contribution plus an additional 3% employer match.
• Flexible Spending Accounts
• Life Insurance – Company paid coverage that starts the first of the month following 6 months from your date of hire.

PERKS:

www.fbhwa.org/careers/perks

• Signing Bonus!
• No-cost licensure supervision for those pursuing clinical licensure.
• Federal and State Loan Forgiveness Program for qualifying Programs.
• Reimbursement of License/Certification application fee that is required for the position.
• Free Employee Assistance Program
• Staff Discounts at various FBH partners throughout Spokane!

Benefits described above are based on employees who hold .5 FTE positions or greater and/or some benefits vary based on FTE. PRN positions are not benefit eligible or eligible for a sign on bonus.