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988 Network Quality Supervisor - 988 Suicide Crisis Helpline

Centre for Addiction and Mental Health (CAMH)

Toronto, OTHER

Job typeFull-time
SpecialtyClinical
Posted2 weeks ago

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Location​1001 Queen Street West M6J 1H4, Toronto, OTHER, CAOpen

eHealth role summary

Role is responsible for quality assurance and improvement of a national digital suicide crisis helpline, auditing voice/text interactions, monitoring contact centre systems (Genesys Cloud, iCarol), reporting KPIs, and supporting IT changes — all central to digital/healthcare service delivery and clinical informatics.

About this role

On November 30, 2024, 9-8-8 was launched in Canada as a new national three-digit number for suicide prevention and emotional distress. This groundbreaking new service is available 24/7/365 and accessible to everyone from coast to coast to coast. 9-8-8: Suicide Crisis Helpline follows a network model with nearly 40 local, provincial and territorial, and national crisis lines co-delivering the service.  9-8-8 Partners are the backbone of the service and are located across Canada. They provide existing crisis services within their communities, as well as taking 9-8-8 calls and texts. Other 9-8-8 partners include Hope for Wellness who offer specialized support for First Nations, Inuit and Métis, and Kids Help Phone, who specialize in supporting young people reaching out to 9-8-8.  9-8-8 is led and coordinated by the Centre for Addiction and Mental Health (CAMH) and funded by the Government of Canada.  

9-8-8 is currently seeking two (2) highly motivated and experienced full-time, permanent Network Quality Supervisor to join our Network Quality Team.  The Network Quality Team is responsible for ensuring 9-8-8 services are adherent to best practices and standard operating procedures. Under the direction of the 9-8-8 Network Quality Manager, the Quality Improvement Supervisor is responsible for supporting all 9-8-8 Suicide Crisis Helpline (a network of 40+ partner organizations) quality assurance and quality improvement efforts. The QI Supervisor assists and collaborates with the Quality Team to conduct quality assurance activities for the 9-8-8 network to assure that all partners are performing optimally, investigate complaints and have an awareness of issues impacting the service.
 

Responsibilities

  • Assist with monitoring, analyzing and reporting on performance for the network. This includes:

    • Auditing voice and text interactions

    • Gathering statistical information for quarterly 9-8-8 partner reports

  • Assist with supervising the 9-8-8: Suicide Crisis Helpline contact response management system from a broad network perspective. 

  • Monitor drafts

  • Monitor follow-up calls

  • Monitor alerts/events/trends/surges

  • Monitor callers/texter and gather information as needed to provide partner organizations with a consistent approach

  • Review 911 interventions, follow-up calls, and other essential practices to ensure consistency and adherence to best practices.

  • Conduct analysis and investigation of claims/complaints against a responder or a partner organization, including failure to adhere to recommended best practices or mandated standard operation procedures.

  • Prepare written reports, assemble data, and develop charts and graphs representing key performance indicators or other data.

  • Collaborate with other departments such as training and education to develop proactive QI activities to ensure partner organizations compliance with contracted 9-8-8’s operational and clinical key performance indicators.

  • Support IT changes to the network with consideration of responder impact.  Conduct testing as needed.

  • Have a sound working knowledge of 9-8-8 Suicide Crisis Helpline standard operating procedures and partner organization service level agreement requirements

  • Uphold ethical and legal standards of CSC

  • Work cohesively alongside a team of Quality Improvement Supervisors

  • Other duties as assigned

The successful candidate will support a healthy workplace that embraces diversity, encourages teamwork and complies with all applicable regulatory and legislative requirements. The position is remote within Canada. This role works remotely from a home office set up. Supervisors are required to have a dedicated, private, workspace within their home.

Qualifications

The successful candidate will have a post-secondary degree in a related field, combined with a minimum of 2-year Crisis/distress line responder experience. The role requires a sound knowledge of crisis intervention principles and best practices in suicide prevention, alongside a collaborative approach and the ability to work effectively within a team. Strong analytical skills, excellent organizational abilities, and meticulous attention to detail are essential. Fluency in English, both written and spoken, is mandatory, while proficiency in French is an asset. Candidates should be prepared to work flexible hours as needed by the service and possess strong computer literacy, including familiarity with 9-8-8 programs such as Genesys Cloud, Office 365, and iCarol. A successful Vulnerable Sector Police Records Check is also required.

Compensation & Benefits:

  • Hiring Salary Range: $69,887.56 – $87,359.45 per year (based on qualifications and experience)
  • Full Salary Range: $69,887.56 – $104,831.34 per year (reflecting potential growth within the role)
  • CAMH Benefits Package: Includes extended health and dental coverage, HOOPP defined benefit pension plan, paid vacation and sick leave, and professional development opportunities.
     

This role offers job stability, career development, and the chance to contribute to meaningful healthcare initiatives that improve patient and community well-being.


If you are interested in this position, please ensure that you apply before 5pm EST of the closing date. If your application is received past 5pm EST of the closing date, your application will not be accepted.
 

CAMH is a fully affiliated teaching hospital and research institute of the University of Toronto. As a CAMH employee, you will contribute to our mission by supporting teaching, research, and clinical care across the hospital.

CAMH is dedicated to equity, diversity, and inclusion. Our commitment is to foster a workplace, teaching, and learning environment that is inclusive, respectful, and free from discrimination or harassment.

CAMH strongly encourages applications from candidates who reflect the diversity of the communities we serve, including First Nations, Métis, and Inuit Peoples; Black and other racialized communities; LGBTQ2S+ communities; women; and people with disabilities, including those with lived experience of mental health and substance use challenges.

We welcome applicants from all backgrounds. Thank you to all who apply; however, only those selected for an interview will be contacted. If you require accommodations during the application or recruitment process, please let us know.