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Quality Assurance Specialist

Grassroots Crisis Intervention
24 reviews
8990 Old Annapolis Road, Columbia, MD 21045
Hybrid remote
Part-time, Full-time


8990 Old Annapolis Road, Columbia, MD 21045

Pulled from the full job description

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Life insurance
  • Paid time off
  • Professional development assistance

Full job description

Position Summary:

Grassroots is seeking a Quality Assurance Specialist for 988 Chat/Text Programs responsible for reviewing, grading, and ensuring overall quality of chats and texts for the 988 Chat/Text Program. This program provides online support for individuals utilizing Crisis Chat and Text services, to include crisis intervention, emotional support, and resources to all contacts. The Quality Assurance Specialist will receive approximately 48 hours of training related to active listening skills, risk assessment, safety planning, suicide prevention practices, and utilization of agency resources to match texters with needed information. This is a remote position; however mandatory training will be conducted on-site.

Please be aware that prior to transitioning to another shift, Grassroots staff must remain in their current position until filled and each schedule is reviewed for shift continuity by the management team.

Schedule: Monday-Friday 9am-5pm

Qualified candidates for this position must have:

  • Bachelor's Degree required, master’s degree in counseling, Social Work, or mental health related field preferred.
  • Bachelor's Degree from an accredited school with a minimum of 120 college credits, master’s degree from accredited school with a minimum of 30 graduate school credits. Transcript or copy of degree(s) required.
  • Computer skills with various software – Microsoft Products proficient skills required.

Position Responsibilities:

  • Grading chat and texts for the 988 Chat/Text Program in accordance with Lifeline standards.
  • Ensuring that safety assessment questions have been asked on all interactions and imminent risk assessment has been conducted as indicated.
  • Ensuring that required elements have been utilized in all chats and texts, to include active engagement, exploring the situation, safety assessment, imminent risk assessment (if applicable), emergency services intervention (if applicable), collaborative problem solving, safety planning, and wrapping up.
  • Reviewing any interaction over 120 minutes for pacing concerns.
  • Grading a minimum of 5 chats/texts per counselor each month.
  • Documenting notes for each interaction to be sent to the counselor and supervisor, identifying areas of strength/improvement, training needs/focus areas, Lifeline guidance to reference, and a final grade.
  • Meeting with supervisors and counselors every other month to discuss any follow up needs for grading.
  • Providing feedback to supervisors, Asst. Deputy Director of 988 Chat/Text Program, and Deputy Director of 988 Chat/Text Program regarding emergency intervention concerns.
  • Completes all trainings as required by Lifeline and Grassroots.
  • Skilled in the use of technology including telephones, computers (PC), laptops, software and email.
  • (For Remote Work - DC, MD, VA residents only) Must have a computer/laptop, high-speed internet and a quiet workspace.

Skills and Abilities:

  • Excellent oral and written communication skills.
  • Knowledge of and familiarity with local and statewide community resources.
  • Analytical and problem-solving skills.
  • Computer skills with various software and the internet.

Agency-wide Responsibilities:

  • Participates in supervision, in-service training, and staff meetings.
  • Maintains good working relationships with co-workers and positively contributes to group morale.
  • Completes all administrative duties including time sheets, leave requests, etc. on time.
  • Uses appropriate channels of communication to resolve conflicts with other staff.
  • Interacts with staff, clients, and visitors in a professional and courteous manner

Work Conditions include:

  • Remote work.
  • Hours are flexible to meet program needs.
  • Must be able to lift 25lbs.

Job Types: Part-time, Full-time


  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Life insurance
  • Paid time off
  • Professional development assistance
  • Vision insurance

Experience level:

  • 1 year
  • No experience needed
  • Under 1 year


  • 8 hour shift
  • Monday to Friday

Work setting:

  • Hybrid remote

Ability to commute/relocate:

  • Columbia, MD 21045: Reliably commute or planning to relocate before starting work (Required)


  • Bachelor's (Required)


  • Crisis intervention: 1 year (Preferred)
  • suicide prevention: 1 year (Preferred)
  • Clinical counseling: 1 year (Preferred)
  • Computer literacy: 1 year (Required)

Shift availability:

  • Day Shift (Preferred)

Work Location: Hybrid remote in Columbia, MD 21045