Quality & Engagement Supervisor - Crisis Services

Frontier Behavioral Health; Spokane Valley (WA); On-site; USD 90,000 - 120,000; Full time

Job summary

Frontier Behavioral Health is seeking a Quality and Engagement Supervisor within the CORE Crisis Services in Spokane. This role oversees 988 training, supervises the DEIB team, and drives staff development aligned with accreditation standards.

You will collaborate with leadership, staff, and the Marketing Specialist to strengthen 988 outreach and community partnerships, ensuring high-quality service delivery.

Qualifications

• Experience supervising staff and teams in behavioral health or crisis services.
• Ability to develop training curricula and assess learning outcomes.
• Knowledge of accreditation standards and quality improvement processes.
• Skilled in engaging with communities and partner organizations.

Responsibilities

• Directly supervise the 988 DEIB Coordinator, DEIB Community Liaison and Trainer, and other specialists.
• Establish performance expectations and monitor progress toward goals.
• Lead development and evaluation of a comprehensive 988 training program.
• Ensure curricula reflect best practices in crisis intervention and cultural responsiveness.
• Oversee onboarding, training, and documentation; identify competency gaps.
• Coordinate with marketing to represent 988 services at local events and partnerships.
• Track training compliance and effectiveness; implement corrective actions as needed.

Skills

Supervision

Training & development

Quality improvement

Community engagement

Staff coaching

Job description

Frontier Behavioral Health’s presence in Spokane is more than 100 years strong, allowing our non-profit organization to understand the varied needs of our clients and the larger community. Our programs are designed to provide evidence-based treatment to adults, youth and seniors who are dealing with a wide range of behavioral health issues. As a Trauma‑Informed Care Organization, we firmly believe in recovery and that our clients can lead fulfilling and meaningful lives, and we consider it an honor and a privilege to assist them in their journey. If you want to have a positive impact in the lives of others come join us!

WHY CHOOSE FRONTIER BEHAVIORAL HEALTH?

• At Frontier Behavioral Health, we value our employees and recognize the importance of EVERY employee’s contribution to our mission.

• Our behavioral health services make a positive difference in the lives of those we serve and contribute to the health, safety, and quality of life for everyone in Spokane County.

• At FBH we have a variety of client services, including outpatient, inpatient, community outreach, crisis services, partnerships with schools, law enforcement and more.

• Our evidence-based, culturally appropriate, trauma informed behavioral health services address the diverse needs of those we serve.

The Quality and Engagement Supervisor is a key member of the CORE Access, Triage, and Dispatch Services department of FBH’s CORE Crisis Services, which encompasses 988, the Regional Crisis Line (RCL), the 911–988 Diversion Partnership, and the Mobile Dispatch Unit (MDU). The Supervisor is directly accountable for supervising and supporting the performance of the 988 DEIB Coordinator, 988 DEIB Community Liaison and Trainer, Sr. 988 Contact Hub Trainer, 988 Contact Hub Trainer, and 988 QI and Data Specialist.

The Supervisor is accountable for the development, implementation, and ongoing evaluation of the Department’s training excellence program to meet applicable accreditation standards, regulatory requirements, and organizational expectations. This includes ensuring staff training, competency assessment, and ongoing professional development; monitoring 988 quality and performance metrics; identifying trends and opportunities for improvement; and implementing and evaluating quality improvement initiatives to achieve measurable outcomes.

In collaboration with the Director and FBH’s Marketing Specialist, the Supervisor oversees the Departments’ community engagement and outreach activities, ensuring consistent representation at local events, meaningful community partnerships, and alignment with organizational priorities. The Supervisor monitors progress toward established goals, evaluates outcomes, and reports on performance, training compliance, quality improvement activities, and community engagement results to the Director. The Supervisor is accountable for addressing identified performance gaps, implementing corrective actions within their scope of authority, and escalating significant risks, barriers, or resource needs to the Director.

ESSENTIAL DUTIES AND RESPONSIBILITIES

include the following:

• Directly supervise, coach, and support the 988 DEIB Coordinator, 988 DEIB Community Liaison and Trainer, Sr. 988 Contact Hub Trainer, 988 Contact Hub Trainer, and 988 QI and Data Specialist.
• Establish clear performance expectations, monitor progress toward individual and program goals, and ensure timely completion of assigned responsibilities.
• Conduct regular supervision, performance evaluations, and professional development planning in accordance with organizational policies.
• Promote a culture of accountability, collaboration, cultural responsiveness, and continuous learning.
• Identify staffing, training, and operational needs and communicate recommendations and resource requirements to the Director.
• Lead the development, implementation, maintenance, and evaluation of a comprehensive 988 training excellence program that supports staff competency, consistent service delivery, and applicable accreditation and network requirements.
• Ensure training curricula, materials, and processes incorporate current best practices in crisis intervention, suicide risk assessment, de‑escalation, stabilization, safety planning, and culturally responsive engagement.
• Oversee staff onboarding, initial training, ongoing education, competency assessments, and required training documentation.
• Establish processes to monitor training completion, assess learning outcomes, identify competency gaps, and implement corrective training when indicated.
• Collaborate with the crisis call center training team and subject matter experts to ensure training content reflects evolving standards, operational procedures, and community needs.
• Evaluate training effectiveness using staff performance data, quality reviews, feedback, and other established measures, implementing improvements as needed.
• Oversee the planning, coordination, and evaluation of 988 community engagement and outreach activities to increase awareness of 988 services and strengthen community relationships.
• Collaborate with FBH’s Marketing Specialist to coordinate 988 representation at local events, community education opportunities, and outreach initiatives.
• Supervise the implementation of DEIB‑related initiatives that promote equitable access