Job Description

Are you ready to work for an employer that truly values your contributions and well-being?

At Family Services, we believe in caring for our team as much as we care for the individuals, children, and families we serve. Join our mission-driven organization, where your work makes a meaningful impact on the community every day.

About Family Services

Family Services is a nonprofit organization committed to Protecting, Healing, and Caring for children and families across Northeast Wisconsin. We provide vital support during life's most challenging moments, helping individuals heal, grow, and thrive.

We're Hiring!

We are seeking a Clinical Coordinator to join our 988 Wisconsin Lifeline team. This full-time position supports the Clinical Manager and broader 988 clinical leadership team by ensuring high-quality, consistent, and effective service delivery across phone, chat, and text modalities. This role plays a key role in the quality and consistency of clinical operations by focusing on quality monitoring, counselor performance support, trend identification, and operational processes that enhance both help-seeker outcomes and staff efficiency. This position is eligible for hybrid/remote work, with an onsite requirement for onboarding and meetings as necessary.

Key Responsibilities

• Conduct routine silent monitoring and quality interaction reviews of 988 counselor interactions (phone, chat, text).
• Deliver constructive, standards-based feedback to all counselors regarding their performance and promptly escalate any concerns or training needs to the Clinical Manager.
• Analyze quantitative and qualitative data from interactions, complaints, and monitoring to identify trends, gaps, risk factors, and opportunities for improved practice.
• Assist with Quality Improvement (QI) initiatives, including planning, implementation, and tracking of evidence-based performance improvements.

Qualifications

Education:

• Required: Bachelor's degree in social work, psychology, public health, human services, or related behavioral health field.
• Preferred: Master's degree in behavioral health field.

Experience:

• Required: 2+ years of experience in crisis services, mental health operations, quality improvement, case management, or related behavioral health settings.
• Preferred: 0-6 months experience in crisis hotline, emergency services, or suicide prevention settings.

Skills and Competencies:

• Demonstrated knowledge of quality assurance, performance improvement, documentation standards, and regulatory compliance in mental health or social services.
• Strong organizational and analytical skills with the ability to manage multiple priorities in a fast-paced environment.
• Excellent written and verbal communication skills, including the ability to deliver feedback constructively and appropriately.

Minimum Requirements to Work Remotely:

• Remote workers must reside in the State of Wisconsin; work for 988 must only occur while in the State of Wisconsin.
• Remote workers must have a private, confidential workspace and have the ability to double lock any confidential information kept at home and appropriately dispose of any confidential information stored at home (i.e. shredding)
• Remote workers must have the capacity to plug their computer/phone directly into their modem/router and provide a high-speed internet report verifying high-speed internet services.

Why Join Us?

Family Services offers a supportive and collaborative work environment where you can make a meaningful impact every day and help advance our mission to Protect, Heal, and Care. Apply today to join our team and make a difference in the lives of others!

Family Services offers a comprehensive benefits package designed to support employees' well-being, including medical, dental, vision, and supplemental benefit insurance, paid time off, vacation pay, paid holidays, retirement savings, and opportunities for professional development. We also prioritize work-life harmony and offer a variety of perks to enhance employee experience.