Quality Analyst, Crisis Services, Bureau of Mental Health - New York City, NY : Job Details

Established in 1805, the New York City Department of Health and Mental Hygiene (the NYC Health Department) is the oldest and largest health department in the country. Our mission is to protect and improve the health of all New Yorkers, in service of a vision of a city in which all New Yorkers can realize their full health potential, regardless of who they are, how old they are, where they are from, or where they live.

As a world-renowned public health agency with a history of building transformative public health programming and infrastructure, innovating in science and scholarship to advance public health knowledge, and responding to urgent public health crises from New York City's yellow fever outbreak in 1822, to the COVID-19 pandemic we are a hub for public health innovation, expertise, and programs, and services. We serve as the population health strategist, and policy, and planning authority for the City of New York, while also having a vast impact on national and international public policy, including 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 racial and social justice work, among others.

Our Agency's five strategic priorities, building off a recently-completed strategic planning process emerging from the COVID-19 emergency, are:

1) To re-envision how the Health Department prepares for and responds to health emergencies, with a focus on building a response-ready organization, with faster decision-making, transparent public communications, and stronger surveillance and bridges to healthcare systems 2) Address and prevent chronic and diet-related disease, including addressing rising rates of childhood obesity and the impact of diabetes, and transforming our food systems to improve nutrition and enhance access to healthy foods

3) Address the second pandemic of mental illness including: reducing overdose deaths, strengthening our youth mental health systems, and supporting people with serious mental illness

4) Reduce black maternal mortality and make New York a model city for women's health

5) Mobilize against and combat the health impacts of climate change

Our 7,000-plus team members bring extraordinary diversity to the work of public health. True to our value of equity as a foundational element of all of our work, and a critical foundation to achieving population health impact in New York City, the NYC Health Department has been a leader in recognizing and dismantling racism's impacts on the health of New Yorkers and beyond. In 2021, the NYC Board of Health declared racism as a public health crisis. With commitment to advance anti-racist public health practices that dismantle systems that perpetuate inequitable power, opportunity and access, the NYC Health Department continues to work in and with communities and community organizations to increase their access to health services and decrease avoidable health outcomes.

PROGRAM AND JOB DESCRIPTION

The Bureau of Mental Health procures and monitors approximately 500 contracted programs that provide supportive housing, crisis intervention, mental health treatment, care coordination and psychiatric rehabilitation services. Additionally, the Bureau directly operates the City's court-mandated Assisted Outpatient Treatment (AOT) program and the NYC Supportive Transition and Recovery Team (NYCSTART) for young adults experiencing a first episode psychosis. Lastly, the Bureau evaluates its contracted and directly operated programs to understand their impact and promote quality improvement, conducts population level surveys and behavioral health care system surveillance to identify gaps care and inform decision making, advocacy and policy.

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.

Reporting to the Director of Crisis Services, the Quality Analyst will:

* 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 Well 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.

IMPORTANT NOTES TO ALL CANDIDATES:

Please note: If you are called for an interview you will be required to bring to your interview copies of original documentation, such as:

* A document that establishes identity for employment eligibility, such as: A Valid U.S. Passport, Permanent Resident Card/Green Card, or Driver's license.

* Proof of Education according to the education requirements of the civil service title.

* Current Resume

* Proof of Address/NYC Residency dated within the last 60 days, such as: Recent Utility Bill (i.e. Telephone, Cable, Mobile Phone)

Additional documentation may be required to evaluate your qualification as outlined in this posting's Minimum Qualification Requirements section. Examples of additional documentation may be, but not limited to: college transcript, experience verification or professional trade licenses.

If after your interview you are the selected candidate you will be contacted to schedule an on-boarding appointment. By the time of this appointment you will be asked to produce the originals of the above documents along with your original Social Security card.

LOAN FORGIVENESS

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education's website at StudentAid.gov/PSLF.

FINAL APPOINTMENTS ARE SUBJECT TO OFFICE OF MANAGEMENT & BUDGET APPROVAL

Minimum Qualifications

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.

Preferred Skills

The successful candidate will - 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.

Residency Requirement

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

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