Hotline Quality & Training Specialist

Northwest Human Services is a non-profit leader in providing advocacy, quality healthcare and social services in Marion and Polk counties since 1970.  We are a mission focused organization providing compassionate and professional medical, dental, psychiatry, mental health, and wraparound services for those in our community who need it most - uninsured individuals, families, the homeless, and migrant workers.  As a Community Health Center we value a culture of equity, diverse perspectives, and life experiences. Our organization embraces innovation, collaboration, and work-life harmony.

HOTLINE QUALITY & TRAINING SPECIALIST

Location: Salem OR

Job Status: Full-time, Exempt

Program: Crisis & Information Hotline / 988 call center

At Northwest Human Services, we believe that every person deserves compassionate, high-quality care, especially during life's most difficult moments. As our Hotline Quality & Training Specialist, you won't simply train staff, you'll help develop the professionals who answer some of the most important calls of a person's life.

If you're passionate about suicide prevention, coaching others, improving quality, and creating meaningful learning experiences, this is an opportunity to make a lasting impact on both staff development and community well-being.

POSITION OVERVIEW:

As our Hotline Quality & Training Specialist you will play a critical role in ensuring the excellence of our Crisis & Information Hotline / 988 services by developing, training, coaching, and supporting the professionals who provide life-saving crisis intervention services. This position is responsible for designing and delivering engaging training programs, monitoring service quality, evaluating staff performance, and promoting continuous learning to ensure every caller receives compassionate, evidence-based care.

In this role, you will work closely with the Crisis Hotline Program Manager to use quality assurance data, coaching, and performance feedback to strengthen staff skills and ensure adherence to 988, American Association of Suicidology (AAS), and other national crisis service standards. You will support continuous quality improvement by identifying trends, addressing performance gaps, and helping staff deliver consistent, high-quality crisis care.

KEY RESPONSIBILITIES:

• Lead onboarding and training for new Crisis Intervention Specialists, including 90-day certification, while developing engaging training curricula, schedules, and competency evaluations using classroom instruction, call monitoring, and role-play.
• Partner with the Program Manager to coordinate monthly staff training, facilitate learning sessions, and conduct annual competency assessments to ensure compliance with organizational policies and accreditation standards.
• Monitor and evaluate hotline staff performance through quality assurance reviews, provide coaching and corrective feedback, and document staff development plans to promote continuous improvement.
• Collaborate with leadership, compliance, and quality teams to analyze performance trends, identify improvement opportunities, and recommend strategies to enhance service quality and program effectiveness.
• Serve as a clinical resource by providing consultation and coaching on complex crisis calls involving suicide risk, public safety concerns, repeat callers, and other high-risk behavioral health situations.

QUALIFICATIONS:

• A bachelor’s degree is required: Bachelor of Arts (BA), Bachelor of Science (BS), or bachelor’s in psychology, social work, or a behavioral science field. Master’s degree in social work, behavioral science, or education preferred.
• Two years or more of crisis intervention experience, including working with individuals experiencing suicidal ideation or behavioral health crises.
• Experience delivering or facilitating training.
• Knowledge of suicide assessment and intervention.
• Strong communication, coaching, and organizational skills.

SUMMARY OF BENEFITS: Our Agency strives to provide a benefits program that is comprehensive and competitive within our industry.

• Healthcare insurance plans: Medical, Dental, Vision

• Group Life: Short-Term & Long-Term Disability 100% paid by employer
• 403(b) retirement plan with 2% of employer contribution and up to 3% employer match
• Flex Spending Account
• PTO - 10 hours a month for FT positions 40 hrs./wk. up to 20 hours monthly as your tenure grows
• 7 ½  Paid Holidays a year + 2 paid floating holidays for full-time positions
• Continuing Education & Training Benefits
• Employee Healthy Living Program – Gym Membership & Smoking Cessation

Northwest Human Services sites are eligible for various Provider Incentive Programs through the Oregon Office of Rural Health and National Health Service Corps loan repayment and scholar programs as well as the Rural Practitioner Tax Cred. For more information check out the Office of Rural Health, National health Service Corps, and Public Service Loan Forgiveness websites. NWHS sites have a Primary Care HPSA Score of 18, Dental score of 19, and a Mental Health score of 22.

Why Join NWHS?

At NWHS, your work matters!  Join a mission-driven organization dedicated to improving the health and well-being of underserved and resilient communities. Be part of a compassionate, forward-thinking team that values collaboration, inclusion, and innovation in delivering exceptional services and community support. 

TO APPLY:

To join our team please visit our website Employment (northwesthumanservices.org)

For more information, contact the HR/Recruiting Department at: HR@nwhumanservices.org | 503.588.5828

All candidates who receive a written offer of employment will be required to undergo a criminal records check.

Equal Opportunity Employer | We celebrate diversity and are committed to creating an inclusive environment for all employees.