At HopeLink Behavioral Health, I lead quality assurance and performance improvement across 24/7 national crisis-service programs supporting more than 250 employees across phone, chat, and text operations.
I turn daily service metrics, audit results, documentation patterns, and performance concerns into leadership reporting, corrective actions, coaching priorities, and follow-up plans. I created fiscal-year dashboards for board members and senior leaders and implemented an organization-wide intervention audit process with standardized review criteria and accountability measures.
My work spans quality calibration, SOP development, audit remediation, manager training, and cross-functional problem-solving with operations, clinical support, trainers, supervisors, and external stakeholders.
Earlier at HopeLink, I led overnight operations, trained crisis counselors, supervised high-risk service delivery, and provided crisis intervention and safety support. I also supported K–12 students in a behavioral-health academic setting through de-escalation, emotional regulation, and individualized behavior support.
