988 Clinical Coordinator

Job Summary

The Clinical Coordinator 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 a non‑supervisory role and does not include clinical oversight.

Duties and Responsibilities

Demonstrate Family Services' Core Values and Behaviors in the work you do while fulfilling Family Services mission to Protect, Heal and Care. Responsibilities will be performed within our policies, procedures and guidelines.

Quality Monitoring & Performance Support

• 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.

Operational & Administrative Support

• Maintain documentation and tracking systems for clinical programs.
• Support the outside intervention review process to ensure accurate documentation and timely feedback.
• Implement and track help seeker limitations (e.g., frequency limits, specific guidance) and develop care plans in collaboration with the Clinical Manager.

Data & Quality Improvement

• 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.
• Evaluate data to identify trends and areas for improvement in clinical practices.

Collaboration & Training

• Work with clinical leadership to refine policies, protocols, and best-practice guidelines.
• Participate in training, onboarding support, and technical assistance for clinical and non-clinical staff regarding quality expectations.
• Support consistency of practice across the counselor workforce.

Qualifications and Requirements:

• Minimum Education: Bachelor's degree in social work, psychology, public health, human services, or related behavioral health field.
• Preferred Education: Master's degree in behavioral health field.
• Minimum Experience: Minimum of 2 years of experience in crisis services, mental health operations, quality improvement, case management, or related behavioral health settings.
• Preferred Experience: 0-6 months experience in crisis hotline, emergency services, or suicide prevention settings.

Minimum Requirements to Work Remotely:

• Remote workers are required to sign a Remote Work Agreement and follow Remote Work parameters as detailed in the Employee Handbook.
• Remote workers must reside in the State of Wisconsin; work for Wisconsin Lifeline must only occur while in the State of Wisconsin.
• Remote workers must have a private, confidential workspace.
• Remote workers must 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.
• Remote workers must provide a high-speed internet report verifying high-speed internet services.

Qualifications:

• 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.
• Demonstrated commitment to diversity, equity, and inclusion.
• Time management skills and the ability to meet work demands on an independent basis.
• Ability to establish and maintain relationships within and outside the agency in a professional manner.
• Ability to express and transmit ideas and knowledge clearly with reasonable organization and conciseness.
• Proficient with typing and the ability to navigate varied computer programs and multi-line phone system.
• Proficient data entry skills into and retrieval of information from the different software.