National Crisis Operations & 988 Suicide & Crisis Lifeline Support
Led high-acuity clinical and operational initiatives supporting national crisis response programs, including large-scale contact center operations aligned with the 988 Suicide & Crisis Lifeline. Directed workforce readiness, escalation protocols, and quality governance supporting tens of thousands of crisis contacts annually while maintaining regulatory compliance and service continuity under sustained demand.
Enterprise Behavioral Health Operations Transformation
Spearheaded multi-site behavioral health operational redesign initiatives, optimizing clinical workflows, utilization management, and staffing models. Improved patient throughput, strengthened documentation integrity, and elevated clinical quality while ensuring compliance with state and federal regulatory requirements.
Telebehavioral Health & Contact Center Optimization
Directed end-to-end clinical operations for high-volume telebehavioral health and H2H contact centers managing 15,000–20,000+ interactions annually. Redesigned response and escalation workflows, reduced average response times, improved first-contact resolution, and sustained 98% clinical compliance and service quality standards.
Employee Assistance Program (EAP) Regional Leadership
Oversaw regional USPS Employee Assistance Program operations across multiple states, leading multidisciplinary clinical teams supporting thousands of employees. Standardized clinical protocols, strengthened performance oversight, and reduced response delays through improved coordination with national stakeholders.
Workforce Development & Leadership Pipeline Design
Designed and implemented leadership development, supervision, and training frameworks across behavioral health, crisis response, and EAP environments. Improved clinician and supervisor retention, strengthened succession readiness, and built resilient leadership capacity during periods of organizational growth and increased utilization.
Lean Six Sigma–Driven Performance Improvement
Applied Lean Six Sigma Master Black Belt methodologies to clinical operations, utilization management, and contact center performance. Delivered measurable improvements in efficiency, quality outcomes, compliance, and cost containment while embedding continuous improvement disciplines into leadership and frontline teams.
Military & Federal Behavioral Health Program Delivery
Led Military Family Life Specialist programs across multiple installations, partnering with military leadership to expand access, improve service coverage, and enhance resilience outcomes for service members and families in geographically distributed environments.
Academic Program Development & Instruction
Designed and delivered graduate-level coursework as an Adjunct Professor, integrating applied leadership, clinical practice, and research-based instruction. Contributed to curriculum refinement, student mentorship, and academic quality improvement initiatives.
Thank you for taking the time to review my professional portfolio. I value the opportunity to collaborate with organizations committed to excellence, accountability, and mission-driven impact. My work across behavioral health operations, crisis response, and workforce well-being reflects a consistent focus on strengthening systems of care, developing high-performing teams, and delivering sustainable, high-quality outcomes in complex, high-acuity environments.
If you would like to explore potential leadership opportunities, advisory engagements, or strategic partnerships, please feel free to contact me directly at jzmtii@gmail.com. You are also welcome to connect with me on LinkedIn to learn more about my experience, current initiatives, and professional perspectives.
I look forward to the opportunity to contribute to organizations entrusted with care, crisis response, and human well-being by advancing operational excellence, leadership capacity, and long-term organizational success.