NYC Department of Health and Mental Hygiene
Quality Analyst, Crisis Services, Bureau of Mental Health
NYC Department of Health and Mental Hygiene, New York, New York, us, 10261
Overview
Quality Analyst, Crisis Services, Bureau of Mental Health — join the NYC Department of Health and Mental Hygiene to support crisis services quality assurance and program evaluations. Position Summary
The Quality Analyst will report to the Supervisor of Crisis Services on program assessments and programmatic research activities to better meet the mental health needs of New Yorkers. Provide support to systematically observe and evaluate calls, chats, and texts to NYC 988. Job Duties And Responsibilities
Monitor and evaluate calls, texts, and chats to/from DOHMH’s behavioral health contact center using standardized audit tools. Analyze quality assurance data to identify trends, performance gaps, and areas for improvement. Develop and track corrective action plans based on audit findings. Conduct literature reviews and research best practices in crisis intervention and contact center operations. Support small-scale evaluations to assess the impact of new procedures or quality initiatives. Collaborate with internal teams to ensure consistent application of quality standards across contact types. Prepare monthly performance reports with research-backed insights and recommendations. Present quality findings to leadership and contribute to data-driven decision-making. Systematically observe and evaluate calls, chats, and texts to/from DOHMH’s behavioral health contact center, including listening to call recordings and reviewing transcripts and end-to-end call data such as case records. Implement an ongoing audit process using a standardized tool to a statistically valid sample of inbound and outbound calls, and monitor corrective actions for texts and chats. 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 Plans 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 consistent application of contact-handling standards across contact types. Use quality tools to rate contact center staff and ensure quality measures are implemented according to requirements. Conduct program reviews and establish monthly performance reports. Qualifications and Skills
Preferred Skills:
Exceptional written and verbal communication, strong analytical and problem-solving abilities, knowledge of Call Center operations, and the ability to manage competing priorities and track progress to adhere to timelines. Strong computer and data management skills, including proficiency with Word, Excel, and PowerPoint. Why You Should Work For Us
Loan Forgiveness: Possible eligibility for federal/state loan forgiveness and repayment assistance programs. Benefits: City employees receive comprehensive benefits, including health insurance, pension, and wellness programs. Work From Home Policy: Depending on the position, up to two days per week may be eligible for remote work. Job Security: Opportunity to contribute to NYC public health initiatives. About NYC Health Department
Established in 1805, the NYC Department of Health and Mental Hygiene is the oldest and largest health department in the U.S., dedicated to protecting and improving the health of NYC residents. We are an inclusive equal opportunity employer and provide reasonable accommodations for applicants. Equal Employment Opportunity
The NYC Health Department is committed to recruiting and retaining a diverse workforce and providing a work environment free from discrimination based on protected characteristics. To request reasonable accommodations, contact the Office of Equal Employment Opportunity. Location and compensation details available: New York, NY.
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Quality Analyst, Crisis Services, Bureau of Mental Health — join the NYC Department of Health and Mental Hygiene to support crisis services quality assurance and program evaluations. Position Summary
The Quality Analyst will report to the Supervisor of Crisis Services on program assessments and programmatic research activities to better meet the mental health needs of New Yorkers. Provide support to systematically observe and evaluate calls, chats, and texts to NYC 988. Job Duties And Responsibilities
Monitor and evaluate calls, texts, and chats to/from DOHMH’s behavioral health contact center using standardized audit tools. Analyze quality assurance data to identify trends, performance gaps, and areas for improvement. Develop and track corrective action plans based on audit findings. Conduct literature reviews and research best practices in crisis intervention and contact center operations. Support small-scale evaluations to assess the impact of new procedures or quality initiatives. Collaborate with internal teams to ensure consistent application of quality standards across contact types. Prepare monthly performance reports with research-backed insights and recommendations. Present quality findings to leadership and contribute to data-driven decision-making. Systematically observe and evaluate calls, chats, and texts to/from DOHMH’s behavioral health contact center, including listening to call recordings and reviewing transcripts and end-to-end call data such as case records. Implement an ongoing audit process using a standardized tool to a statistically valid sample of inbound and outbound calls, and monitor corrective actions for texts and chats. 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 Plans 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 consistent application of contact-handling standards across contact types. Use quality tools to rate contact center staff and ensure quality measures are implemented according to requirements. Conduct program reviews and establish monthly performance reports. Qualifications and Skills
Preferred Skills:
Exceptional written and verbal communication, strong analytical and problem-solving abilities, knowledge of Call Center operations, and the ability to manage competing priorities and track progress to adhere to timelines. Strong computer and data management skills, including proficiency with Word, Excel, and PowerPoint. Why You Should Work For Us
Loan Forgiveness: Possible eligibility for federal/state loan forgiveness and repayment assistance programs. Benefits: City employees receive comprehensive benefits, including health insurance, pension, and wellness programs. Work From Home Policy: Depending on the position, up to two days per week may be eligible for remote work. Job Security: Opportunity to contribute to NYC public health initiatives. About NYC Health Department
Established in 1805, the NYC Department of Health and Mental Hygiene is the oldest and largest health department in the U.S., dedicated to protecting and improving the health of NYC residents. We are an inclusive equal opportunity employer and provide reasonable accommodations for applicants. Equal Employment Opportunity
The NYC Health Department is committed to recruiting and retaining a diverse workforce and providing a work environment free from discrimination based on protected characteristics. To request reasonable accommodations, contact the Office of Equal Employment Opportunity. Location and compensation details available: New York, NY.
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