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://studentaid.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 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, anti-tobacco 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 COVID-19 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 individual's 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 Sye-Eun Ahn, Director of the Office of Equal Employment Opportunity, at [email protected] or 347-396-6549.

1. For Assignment Level I (only physical, biological and environmental sciences and public health) A master's 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 full-time experience in a responsible supervisory, administrative or research capacity in the appropriate field of specialization; or
2. A master's 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 full-time 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 master's 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.

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 individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.