Job Description
Job Description
Description:
Pinnacle Software Consulting Inc, (DBA PSCI-LIA) is seeking a Substance Abuse Counselor who will be responsible for evaluating the quality and effectiveness of tobacco cessation services provided by the Maryland Tobacco Quitline. This role involves conducting anonymous assessments (secret shopping), analyzing customer service interactions, and providing actionable recommendations to enhance service delivery. The ideal candidate will have a background in public health, behavioral health, or customer service evaluation, with a strong commitment to confidentiality and quality improvement. Bullets.
Key Responsibilities:
- Conduct secret shopping evaluations by anonymously contacting the Maryland Tobacco Quitline.
- Interact with Quitline representatives as a potential client seeking tobacco cessation support.
- Assess the responsiveness, professionalism, and knowledge of Quitline staff using a standardized evaluation checklist.
- Evaluate the effectiveness of tobacco cessation guidance, including specialty track offerings and digital tools (e.g., SMS, chat, dashboard resources).
- Document detailed observations and feedback from each interaction.
- Analyze findings to identify strengths and areas for improvement in service delivery.
- Prepare comprehensive reports summarizing evaluation results, including specific examples and actionable recommendations.
- Maintain strict confidentiality and anonymity throughout the evaluation process.
Qualifications:
- Bachelor's degree in Public Health, Psychology, Social Work, or a related field.
- Experience in program evaluation, quality assurance, or customer service assessment.
- Familiarity with tobacco cessation programs or substance abuse treatment services is a plus.
- Strong analytical and observational skills.
- Excellent written communication skills for report writing.
- Ability to work independently and maintain objectivity.
- High level of discretion and commitment to confidentiality.
PSCI-LIA is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion/belief, national, social, or ethnic origin, disability, gender, marital status, medical history or genetic information, family or parental status, or any other status protected by federal and state regulations.