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About the role
Key responsibilities & impact- responsible for the clinical integrity, safety, and sensitivity of a data collection effort measuring the effectiveness of mental health and suicide prevention services for the Veterans Health Administration (VHA).
- ensure that all operational protocols, staff training modules, and crisis escalations are executed with clinical empathy and adherence to VHA standards.
- oversee training of personnel in relevant mental health topics; development and compliance with crisis protocols; and clinical support for staff conducting interviews.
- design, implement, and enforce standardized operating procedures (SOPs) for identifying respondents in acute distress.
- oversee compliance with the standardized VHA protocol for connecting Veterans in crisis with the Veterans Crisis Line (VCL).
- conduct post-incident reviews of any crisis escalations to ensure protocols were followed correctly and to implement continuous improvement measures.
- develop and deliver training modules for all call center personnel focusing on mental health conditions (e.g., PTSD, depression, anxiety).
- provide real-time and scheduled clinical support to interviewers navigating difficult conversations.
- collaborate with the Contract Manager and Quality Assurance Team to review audio recordings of sensitive calls, providing clinical feedback and coaching.
Requirements
What you’ll need- Minimum bachelor’s degree with relevant work experience in a field related to mental health such as psychology, psychiatry, social work, or counseling.
- Must hold an active, unrestricted independent clinical license in a behavioral health discipline in at least one U.S. state or territory (e.g., LCSW/LICSW, LPC/LCPC/LMHC, LMFT, licensed clinical psychologist, or psychiatrist).
- Must demonstrate extensive, relevant work experience in a field directly related to mental health, specifically psychology, psychiatry, social work, or counseling.
- Must successfully pass a comprehensive Federal background check before interacting with any Veteran data or overseeing staff.
- Must complete VA Talent Management System (TMS) training in Information Security and HIPAA, as well as the CITI PROGRAM training in human subjects protection.
- Prior clinical experience working directly with the Veteran population or within the VHA system preferred.
- Familiarity with Computer Assisted Telephone Interviewing (CATI) environments and managing clinical standards within high-volume contact centers preferred.
- Demonstrated experience designing crisis escalation pathways for remote or telephonic care environments preferred.
Benefits
Comp & perks- medical, dental, and vision benefits
- life and disability insurance
- employer matching 401(k) retirement plan
- Paid Time Off
- Parental and Bereavement Leave
- Professional Development
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
crisis protocolsmental health trainingclinical supportstandardized operating proceduresdata collectionpost-incident reviewscrisis escalation pathwayspsychologypsychiatrysocial work
Soft Skills
clinical empathycollaborationcoachingcommunicationcontinuous improvementleadershiporganizational skillssensitivityproblem-solvinginterpersonal skills
Certifications
LCSWLICSWLPCLCPCLMHCLMFTlicensed clinical psychologistpsychiatristHIPAA traininghuman subjects protection training