Quality Improvement Specialist - H2H




Position Title: Quality Improvement Specialist

Pay Range: $40.88 - 44.07

Department: H2H Connect Contact Center
Reports to: QI Manager
Location: Hybrid, NYC Area
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.

Position 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.
• Technology proficient with ability to quickly learn and adapt to new tools and systems.

Required Qualifications:

• Bachelor's degree required. Bachelor’s degree in healthcare, public health, social sciences, or a related field preferred. Professional clinical licensure (LCSW, LMFT, LMHC, PhD, PsyD) if applicable.
• 1+ years of experience in crisis services, behavioral health, suicide prevention, contact-center quality improvement, or a related environment.
• Experience with quality-improvement activities, compliance monitoring, data analysis, or complaint investigations preferred.
• Knowledge of crisis-intervention practices such as Motivational Interviewing, DBT-informed approaches, ASIST, or Mental Health First Aid preferred.
• Knowledge of behavioral-health resources within the New York metropolitan area preferred. Relevant professional clinical licensure preferred, when applicable.
• Proficiency with Microsoft Office, including Excel and PowerPoint.

Physical Requirements:

• Must be able to remain in a stationary position 50% of the time
• Will constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer
• Will frequently communicate over video calls with internal and external stakeholders




We determine base pay through a comprehensive review of skills, experience, education, certifications, geographic location, and other relevant factors. The range listed reflects the compensation parameters for the role and does not represent the full compensation package. A complete overview of compensation and benefits will be provided by the Talent Acquisition team during the hiring process.

Full time employees will be eligible for excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, employer paid disability insurance, employer paid life insurance, pre-tax FSA for medical and dependent care, and 401K available.

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. Vibrant will consider any equivalent combination of knowledge, skills, education and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.

Vibrant Emotional Health is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state or local laws.

Please be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services related to recruitment or training. Vibrant does NOT charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted on our careers page and all communications from the Vibrant recruiting team and/or hiring managers will be from an @vibrant.org email address.