Manager of Quality & Performance

Job Description

Job Description

Description:

Position Overview

The Manager of Quality & Performance provides leadership in workforce development, quality improvement, training systems, workflow implementation, and performance accountability within the Mobile Crisis Response Services program.

This role is responsible for ensuring that operational initiatives, policies, training programs, and quality standards are effectively implemented, reinforced, monitored, and continuously improved across the department. The Manager of Quality & Performance partners closely with operational, clinical, HR, training, compliance and quality leadership to support staff development, improve workforce retention, strengthen compliance, and optimize program performance.

This position serves as a key driver of organizational consistency, accountability, and operational scalability by aligning training, quality, and workflow execution with organizational goals and contractual expectations.

Essential Duties

Quality & Performance Oversight:

• Develop, monitor, and analyze quality assurance metrics, workforce performance trends, and operational KPIs.
• Conduct audits related to documentation, workflows, follow-up compliance, and service delivery standards.
• Identify trends, gaps, and opportunities for operational improvement and develop corrective action plans as needed.
• Partner with leadership to improve consistency, accountability, and service quality across teams.
• Support accreditation readiness, contract monitoring, and regulatory compliance efforts.
• Develop reporting tools and dashboards to improve visibility into workforce and operational performance.
• Monitor implementation effectiveness of operational initiatives and identify barriers to adherence.

Training & Workforce Development:

• Develop, implement, and continuously improve Mobile Crisis onboarding and New Hire Orientation (NHO) programs.
• Supervise and mentor Trainer(s) for optimal implementation and delivery of New Hire Orientation (NHO) program and ongoing departmental training.
• Design competency-based training aligned with operational expectations, field realities, and quality standards.
• Develop and oversee ongoing in-service training initiatives based on QA findings, workflow trends, and operational needs.
• Partner with leadership to identify workforce development opportunities and emerging training needs.
• Assist in the development of leadership onboarding and leadership development initiatives for supervisors and managers.
• Support workforce retention efforts through improved training, preparedness, and staff development strategies.
• Develop methods to evaluate training effectiveness and alignment between training outcomes and workforce performance.

Relias & Training Compliance Oversight:

• Partner with HR and organizational leadership to monitor training compliance and completion standards across departments.
• Improve systems for tracking, reporting, and accountability related to required trainings and certifications.
• Monitor trends in training completion, deficiencies, and workforce compliance.
• Ensure timely communication and follow-up regarding mandatory training requirements.
• Monitor accreditation, contractual, and regulatory training requirements to ensure organizational compliance and audit readiness.
• Ensure appropriate training documentation, records retention, and evidence tracking are maintained in accordance with accreditation and organizational standards.

Workflow, SOP & Performance Implementation:

• Oversee implementation and reinforcement of new workflows, policies, SOPs, and operational initiatives.
• Ensure operational changes are consistently communicated, trained, monitored, and sustained across teams.
• Collaborate with operational and clinical leadership to identify workflow inefficiencies and implement improvement strategies.
• Develop processes to monitor adherence and effectiveness of newly implemented operational practices.
• Ensure SOPs, workflows, and training materials remain current and aligned with operational expectations.

Leadership Collaboration & Support:

• Collaborate with Clinical, Operations, Quality, HR, and Training leadership to support department-wide initiatives.
• Provide coaching, guidance, and support related to workflow adherence, quality standards, and training expectations.
• Participate in leadership meetings, operational planning, and organizational initiatives as assigned.
• Demonstrate professionalism, accountability, ethical conduct, and effective leadership presence at all times.

Accountability and Culture:

• Drive a culture of accountability, responsiveness, and professionalism across the mobile crisis program.
• Establish clear expectations for adherence to clinical, operational, and documentation standards.
• Monitor performance and address gaps proactively, partnering with Operations and HR to ensure timely and appropriate resolution.
• Support directors and supervisors in reinforcing expectations, improving performance, and maintaining consistency across teams.
• Perform additional duties and special projects as assigned.

Experience, Skills & Qualifications:

• Demonstrate professionalism, ethical conduct, accountability, and effective leadership presence at all times.
• Minimum three (3) years of progressive leadership experience in behavioral health, crisis services, healthcare operations, training, quality improvement, or related field.
• Minimum of two years' experience developing and implementing training programs, quality initiatives, or workforce performance systems required.
• Demonstrated ability to analyze operational data and translate findings into actionable improvement plans.
• Strong understanding of workforce development, quality improvement, and performance management principles.
• Excellent organizational, project management, and time management skills.
• Strong written, verbal, and stakeholder communication skills.
• Demonstrated ability to manage multiple priorities and lead initiatives in a fast-paced environment.
• Minimum of two years' experience with accreditation, compliance monitoring, and operational audits required.
• Experience using learning management systems (e.g., Relias) and workforce reporting tools preferred.

Education & Credentials

• Master’s degree in a behavioral health discipline with a valid license to practice in the state of Georgia as a Licensed Professional Counselor (LPC) or Licensed Clinical Social Worker (LCSW).
• For LPCs, Certified Professional Counselor Supervisor (CPCS) credential from the Licensed Professional Counselors Association of Georgia (LPCAGA) or Approved Clinical Supervisor (ACS) credential from the National Board of Certified Counselors (NBCC) is preferred but not required.
• Valid CPR is required.

Travel Requirements

• This position requires travel up to 25% of the time. Travel may be required by foot, rail, car or plane.