Quality Improvement Specialist - H2H


 Position Title: Quality Improvement Specialist Pay Range: $40.88 - 44.07 Department: H2H Connect Contact Center Reports to: QI Manager Schedule: Full-time, 9am - 5pm EST Vibrant Emotional Health’s groundbreaking solutions have delivered high quality services and support, when, where and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone. Vibrant Emotional Health's Contact Center (Here2Help Connect) is at the cutting edge harnessing new technologies to expand methods in which consumers can receive clinically sound behavioral health services. H2H Connect operates various hotlines, including New York City's NYC 988, New York State's HOPEline, the 988 Suicide and Crisis Lifeline, the National Disaster Distress Helpline, and the NFL Life Line. H2H Connect continues to grow as new managed care arrangements and new technologies make it possible to reach more people in distress through more channels. The contact center currently provides crisis intervention and information and referrals to over 40,000 people every month, and we expect this number to continue to grow.

Overview: The Quality Improvement Specialist is responsible for assisting H2H programs and departments with monitoring comprehensive quality improvement for NYC 988; ensuring compliance with all contracted regulations for programs; working with Department staff to monitor and improve outcome measures; and assessing customer satisfaction with program services. This position is primarily hybrid. Employees may be required to work on-site for funder-related activities, key stakeholder meetings, or other operational needs. The frequency of on-site attendance may vary based on business and funder requirements. Advance notice will be provided whenever practicable. Duties/Responsibilities: Conduct documentation and interaction (call, chat, text) monitoring for quality improvement, utilizing evidence-based quality improvement measures across the H2H program. Provide breadth and depth in quality improvement by assessing Counselors/Peers within/across all services of operation. Ensure compliance with regulatory guidelines and funder requirements on every help seeker contact. Identify areas of training/support for individual Counselors and Peer Support Specialists, as well as the H2H program at-large. Participate in quality improvement calibration meetings including assisting in identifying interactions, coordinating meeting, and collecting impressions and outcomes. Work in partnership with the training and supervisory staff in identifying skills gaps for H2H-wide and individualized, targeted training and skill refreshers. Design and present QI-related content using software like PowerPoint during program-wide meetings, H2H new hire training, and other forums. Maintain detailed records and complete detailed reports on quality improvement scores and outcomes for all Counselors, teams, and the H2H program. Assist in review of H2H incident reports for quality and accuracy.  Conduct analysis and investigation of complaints and grievances relating to H2H.  Utilize telephone, SMS texting and chat to interact with clients when necessary. Other duties as assigned. Required Skills/Abilities: Knowledge of local, state, and federal regulatory guidelines for clinical practice.  Efficiency with information-gathering.   Ability to provide meticulous oversight and evaluation with attention to detail. Superior communication skills to convey information clearly, accurately, and completely. Efficiency with time-management and multitasking.  Ability to work efficiently both independently and in a team.  Courteous, empathic, and professional manner.  Ability to appropriately provide open and honest feedback. Superior documentation and report writing skills.