Bilingual Quality Improvement Analyst - Crisis Text Line

Why you should join our team: 

• Our work is transforming the way people in pain access support at their fingertips
• Our work is innovative in the crisis response space
• Our dynamic, fun, and diverse culture
• Our meaningful cause, led by empathy and innovation
• Our strong values at the center of all we do
• Our commitment to diversity, equity and inclusion
• Our commitment to engagement and belonging
• Our commitment to our employees and their holistic wellbeing
• Our  value of work/life balance
• Our growth mindset and prioritize professional development
• Our leaders who truly care

Crisis Text Line offers mental health support in both Spanish and English. In order to provide the service in both languages, our bilingual staff are responsible to provide both Spanish and English support, based on business needs, thus time spent on both services will vary. These bilingual roles require mental flexibility and the ability to easily oscillate between both languages fluidly.

What you'll be doing:

The Clinical team oversees all our service delivery areas that require a mental health and clinical lens, which includes Compliance and Localization strategy. The Compliance and Localization team oversees the impact on platform operations that stem from the Crisis Text Line's agreements with accrediting bodies, partners, and state-based organizations and ensures we maintain compliance with all requirements. The Clinical team ensures that Crisis Text Line is a leader in defining quality service delivery of crisis support via text.

Crisis Text Line offers mental health support in both Spanish and English. In order to provide the service in both languages, our bilingual staff are responsible to provide both Spanish and English support, based on business needs, thus time spent on both services will vary. These bilingual roles require mental flexibility and the ability to easily oscillate between both languages fluidly.

As the Bilingual Quality Improvement Analyst, you will work closely with the Compliance and Localization Specialist, conversation-takers, and staff reviewers to provide consistent 988 Quality Improvement support to ensure timely agreement compliance. You will also collaborate with Volunteer Experience Success Coaches to facilitate effective feedback for conversation-takers/responders. You will provide quality assurance oversight into conversations between a texter and a volunteer.

Responsibilities:

Crisis Text Line is a fast moving, growing organization with a big vision and a critical mission. To serve our mission and vision, each role must be agile and flexible to meet the needs of the business, aligning their work with priorities as defined by their manager and team leaders.

Administration and Program Development 

• Work collaboratively with your manager, conversation-takers, staff reviewers, and other managers to ensure timely completion of quality improvement reviews. 
• Provide quality assurance oversight to conversations between volunteers and users in crisis by facilitating effective feedback loops. 
• Validate conversation transcripts for delivery to Vibrant. 
• Perform all account management needs for reviewers, by triaging and submitting tickets to Vibrant Exchange. Liaise with Vibrant Quality Improvement Specialists and other external stakeholders as needed. 
• Optimize internal review procedures and create and maintain standard operating procedures. 
• Collaborate with stakeholders and participate in developing Quality Improvement processes for 741741.
• Analyze quality improvement data for 741741 to understand trends and areas of improvement.
• Adhere to organizational values and quality communication standards with outside reporting agencies and staff by using appropriate channels of communication to file reports, resolve conflicts and facilitate consistent teamwork and flexibility. 
• Attend staff, manager one on one, and team meetings.
• Stay connected to all team communications and respond in a timely manner.
• Participate in trainings and internal working groups to increase quality service delivery.

Qualifications:

• 2+ years of professional crisis intervention experience beyond volunteerism
• Fluency: Verbal and written Spanish and English
• Intermediate knowledge of quality improvement and quality assurance processes
• Willingness to complete updated volunteer Crisis Counselor training
• Demonstrates commitment to equity and inclusion 
• Intermediate G-suite, computer, internet, & technical skills

Reliable High-Speed Internet Required: Must have a stable high-speed internet connection to support seamless remote collaboration, virtual meetings, online job tasks, etc.

The full salary range for this position, across all United States geographies, is $54,516 - $77,416 per year. The upper portion of the salary range is typically reserved for existing employees who demonstrate strong performance over time. Starting salary will vary by location, qualifications, and prior experience; during the interview process, candidates will learn the starting salary range applicable for their location. We pay competitively in the tech-forward nonprofit space and offer a robust benefits package.

Only candidates in the following states will be eligible for employment: CA, CO, CT, FL, GA, HI, IL, IN, IA, MD, MA, MI, MO, NJ, NM, NY, NC, OH, PA, TN, TX, UT, VA, WA.