The 988 Call Center is a crisis call center that responds to calls, chats, and texts from individuals experiencing mental health and/or substance use crises. This call center is connected to the BH Link The states walk-in behavioral health crisis center that serves Rhode Islanders statewide. The services provided through the call center and walk-in center emphasize client-centered care in the least restrictive possible settings.

The 988 Quality Improvement Assistant will be responsible for call center quality improvement efforts. Individual will review contact documentation, identify trends in data collected, and recommend adjustments for adherence to funder and organization QA standards. The 988 Quality Improvement Assistant will work onsite at BH Link, 36hrs a week. This position will be reporting to 988 Call Center Manager.

Roles and Responsibilities:

• Assemble data and prepare routine reports for distribution to relevant departments and funders/stakeholders.
• Monitor usage and advise on internal reporting tools for tracking of relevant contact details and performance metrics.
• Conduct regular review of contact logs and communicate findings to program supervisory staff to collaboratively ensure adherence to program standards of documentation and quality performance.
• Assist investigation of complaints/grievances in collaboration with program manager and data team.
• Review call recordings to identify successes and areas for improvement in crisis call center interventions.
• Assist program leadership in the development, implementation, and evaluation of PQI process and procedure.
• Provide other administrative support to the BH Links 988 call center as needed.

Desired Skills:

• Proficiency in the use of Microsoft Office Suite, emphasis on Microsoft Excel, Forms, Power Automate, and Power BI.
• Ability to analyze data sets and clinically focused content.
• Strong problem-solving skills.
• Ability to work independently and as part of a team to further program goals.
• Detail-oriented and well organized.
• Ability to meet project deadlines.

Qualifications:

• Minimum high school equivalency required.
• 2 years in data analysis and/or quality assurance preferred.

About Us

Community Care Alliance provides an array of services and supports that are linked together so people can access help for their unique situations. Our goal is to help all members of our community become healthier, more self-reliant and better informed to meet their economic, social and emotional challenges.

Community Care Alliance is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, sexual orientation, age, national origin, or disability.

Military friendly employer!