Quality Analyst, Crisis Services, Bureau of Mental Health

Division/Program Summary

Description:

The Bureau of Mental Health’s mission is to improve mental health and wellness for people in New York City, and to eliminate racial and other long-standing societal disparities by providing services, resources, and opportunities to providers that are grounded in accurate, data driven information that fosters community participation, thus reducing the stigma around mental health. The Office of Crisis Services is responsible for a portfolio of contracted services and special projects that involve close coordination with other City and State agencies, including Mobile Crisis and Crisis Respite.

Position Summary:

The Quality Analyst will report to the Supervisor of Crisis Services on the program assessments and programmatic research activities to better meet the mental health needs of New Yorkers. In addition, provide the resource to systematically observe and evaluate the calls, chats, and texts to NYC 988.

Job Duties and Responsibilities:

- Systematically observe and evaluate calls, chats, and texts to/from DOHMH’s behavioral health contact center. This includes listening to call recordings and reviewing text/chat transcripts as well as end-to-end call data such as case records.
- Be responsible for implementing an ongoing audit process by applying a standardized tool to a statistically valid sample of inbound and outbound calls be responsible for compiling the audit results, developing, and monitoring the implementation of corrective action plans, texts, and chats to/from the contact center.
- Measure, oversee and Interpret findings in NYC 988 quality assurance standards through routine reporting.
- Identify key performance issues during programmatic oversight and request Corrective Action Plan to address deficiencies.
- Ongoing monitoring and rating of call center counselor and peer support specialist performance using a contact monitoring audit tool.
- Deliver and interpret performance management findings to DOHMH Leadership.
- Coordinate with NYC Well’s internal quality assurance teams to ensure the consistent application of contact-handling standards across contact types.
- Use quality tool to rate contact center staff and ensure that quality measure is implemented according to requirements.
- Conduct program review and establish monthly performance report.

Preferred

Skills:

Possess exceptional written and verbal communication skills, strong analytical and problem-solving skills, knowledge of Call Center operation and the ability to manage competing priorities, and track progress to adhere to set timelines. Strong computer and data management skills, including proficiency with Word, Excel, and Power Point.

Why you should work for us:

- Loan Forgiveness:
As a prospective employee of the City of New York, you may be eligible for federal/state loan forgiveness and repayment assistance programs that lessen your payments or even fully forgive your full balance. For more information, please visit the U.S. Department of Education’s website (https://student aid.gov/pslf/)
- Benefits:
City employees are entitled to unmatched benefits such as:
o a premium-free health insurance plan that saves employees over $10K annually, per a 2024 assessment.
o additional health, fitness, and financial benefits may be available based on the position’s associated union/benefit fund.
o a public sector defined benefit pension plan with steady monthly payments in retirement.
o a tax-deferred savings program and
o a robust Worksite Wellness Program that offers resources and opportunities to keep you healthy while serving New Yorkers.
- Work From Home Policy:
Depending on your position, you may be able to work up to two days during the week from home.
- Job Security - you could enjoy more job…