Quality Analyst Crisis Services Bureau of Mental Health

Division/Program Summary Description:

The Bureau of Mental Healths mission is to improve mental health and wellness for people in New York City and to eliminate racial and other longstanding 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 DOHMHs behavioral health contact center. This includes listening to call recordings and reviewing text/chat transcripts as well as endtoend 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 Wells internal quality assurance teams to ensure the consistent application of contacthandling 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 problemsolving 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 Educations website ()
Benefits: City employees are entitled to unmatched benefits such as:
oa premiumfree health insurance plan that saves employees over $10K annually per a 2024 assessment.
oadditional health fitness and financial benefits may be available based on the positions associated union/benefit fund.
oa public sector defined benefit pension plan with steady monthly payments in retirement.
oa taxdeferred savings program and
oa 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 security compared to private sector employment and be able to contribute to making NYC a healthy place to live and work.

Established in 1805 the New York City Department of Health and Mental Hygiene (NYC Health Department) is the oldest and largest health department in the U.S. dedicated to protecting and improving the health of NYC. Our mission is to safeguard the health of every resident and cultivate a city where everyone regardless of age background or location can achieve their optimal health. We provide a wide array of programs and services focused on food and nutrition antitobacco support chronic disease prevention HIV/AIDS treatment family and child health environmental health mental health and social justice initiatives. As the primary population health strategist and policy authority for NYC with a rich history of public health initiatives and scientific advancements from addressing the 1822 yellow fever outbreak to the COVID19 pandemic we serve as a global leader in public health innovation and expertise.

Come join us and help to continue our efforts in making a difference in the lives of all New Yorkers!

Commitment to Equity:

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic including but not limited to an individuals sex race color ethnicity national origin age religion disability sexual orientation veteran status gender identity or pregnancy.

The NYC Health Department is an inclusive equal opportunity employer committed to providing access and reasonable accommodation to all individuals. To request reasonable accommodation to participate in the job application or interview process contact SyeEun Ahn Director of the Office of Equal Employment Opportunity at or.

Qualifications :

1. For Assignment Level I (only physical biological and environmental sciences and public health) A masters degree from an accredited college or university with a specialization in an appropriate field of physical biological or environmental science or in public health.
To be appointed to Assignment Level II and above candidates must have:
1. A doctorate degree from an accredited college or university with specialization in an appropriate field of physical biological environmental or social science and one year of fulltime experience in a responsible supervisory administrative or research capacity in the appropriate field of specialization; or
2. A masters degree from an accredited college or university with specialization in an appropriate field of physical biological environmental or social science and three years of responsible fulltime research experience in the appropriate field of specialization; or
3. Education and/or experience which is equivalent to 1 or 2 above. However all candidates must have at least a masters degree in an appropriate field of specialization and at least two years of experience described in 2 above. Two years as a City Research Scientist Level I can be substituted for the experience required in 1 and 2 above.

NOTE:
Probationary Period
Appointments to this position are subject to a minimum probationary period of one year.

Additional Information :

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic including but not limited to an individuals sex race color ethnicity national origin age religion disability sexual orientation veteran status gender identity or pregnancy.

Remote Work :

No

Employment Type :

Fulltime