Clinical Director

The Clinical Director is a highly visible, Key Personnel leadership role responsible for the clinical integrity, safety, and sensitivity of data collection efforts measuring the effectiveness of mental health and suicide prevention services for the Veterans Health Administration (VHA). Vistra’s telephone interviewers will frequently interact with this highly vulnerable population. The Clinical Director ensures that all operational protocols, staff training and training modules, and crisis escalations are executed by interviewers with the utmost clinical empathy and rigorous adherence to VHA standards. This role bridges the gap between strict survey methodology and compassionate, Veteran-centric care. 

Core Responsibilities 

The Clinical Director is singularly responsible for the clinical oversight of interviewing operations and for overseeing training of all relevant personnel in relevant mental health topics; development of and compliance with crisis protocols; and clinical support for staff conducting interviews. Including: 

Development and Management of Crisis Protocols 

• Design implement and enforce standardized operating procedures (SOPs) for identifying respondents in acute distress. 
• Oversee strict 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. 

Specialized Mental Health Training 

• Develop and deliver comprehensive recorded video training modules for all call center personnel focusing on relevant mental health conditions (e.g., PTSD, depression, anxiety, suicidal ideation) 
• Train interviewing staff on trauma-informed communication techniques and active listening to ensure interviews are conducted in a manner sensitive to individuals with mental health disorders. 
• Evaluate interviewer competency through role-playing and scenario-based assessments prior to their deployment on the project. 

Clinical Support and Staff Wellbeing 

• Provide real-time and scheduled clinical support to interviewers navigating difficult, sensitive, or emotionally taxing conversations. 
• Implement "vicarious trauma" and staff wellbeing programs to prevent burnout and ensure workforce stability among personnel conducting back-to-back mental health assessments. 
• Collaborate with the Contract Manager and Quality Assurance Team to review audio recordings of sensitive calls, providing clinical feedback and coaching to interviewers. 

May travel as required – Less than 10% 

Additional Responsibilities: 

• Lead assessments, surveys, inventories, and internal/external reporting. 
• Establish strategic objectives for evaluation projects 
• Lead the design of survey instruments for Vistra clients. 
• When appropriate conducts root cause analysis to identify process gaps and develop solutions that increase efficiency in programs or processes. 
• Identifies, analyzes, visualizes, and interprets trends and patterns in complex data sets; collects, organizes, analyzes, and disseminates significant amounts of information with attention to detail and accuracy. 
• Actively takes part in/contributes to Vistra qualitative project proposal development and design and formulation of draft discussion guides for client review and feedback; contributes to qualitative fieldwork teams by serving as an in-depth interviewer and focus group discussion observer as needed.   
• Prepares reports and briefs for internal and external stakeholders; proposes evidence-based recommendations on program effectiveness and policy impact. Contributes/leads the conceptualization and drafting of compelling content for quantitative project reporting, including charting and display ideas; checks all final reporting with team to ensure consistency and accuracy of final reports. 
• Plays an active role assisting team members quality controlling final reports prior to delivery to clients; prepares appropriate quality control checklists and sign-off forms as needed; contributes to drafting of research vendor Statements of Work (SOWs) with an emphasis on process flows on a regular basis. 
• Communicates research findings to internal and external stakeholders through briefings, written guidance, training workshops, and on-site technical assistance. 
• Manages Federal projects including client relationship management. Monitors the performance and progress of assigned Federal program with support & oversight from the Senior Director, Business Intelligence and Insights Group. Prepares and coordinates internal and external Program Management Reviews and briefs under the supervision of the Senior Director. 
• Manages the identification and resolutions of issues impacting assigned projects. Escalates to management as needed. Keeps Senior Director informed. 

To meet the stringent minimum capabilities mandated by the VHA, the successful candidate must possess the following qualifications and credentials: 

• Minimum bachelor’s degree with relevant work experience in a field related to mental health such as psychology, psychiatry, social work, or counseling. Master’s degree preferred. 
• Must hold and maintain 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). License must permit independent clinical practice and, where applicable, clinical supervision. 
• 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.  

ABOUT VISTRA:  Vistra Communications, doing business as Vistra and Vistra Federal Solutions, is a Service-Disabled Veteran-Owned Small Business (SDVOSB) headquartered in Tampa, FL with an office in Alexandria, VA providing professional support serviced to Defense, Federal, and Civilian Agencies.  Approximately 25% of our “team member” employees work in the National Capital Region, providing communications, outreach, and organizational transformation services to our public sector customers.  Vistra provides medical, dental, and vision benefits, life and disability insurance, employer matching 401(k) retirement plan, Paid Time Off, Parental and Bereavement Leave, and Professional Development, among other benefits.  

US Citizenship Required: Due to the requirements of the federal contract that this position supports, U.S. citizenship is required. Citizenship will be confirmed via I-9/E-Verify at the start of employment.