Bilingual Quality Improvement Analyst

Summary

Join our team at Crisis Text Line, a fast-moving organization with a big vision and critical mission, where you'll work collaboratively with your manager, conversation-takers, staff reviewers, and other managers to ensure timely completion of quality improvement reviews.

Requirements

• 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

Responsibilities

• 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

Benefits

• 20 paid holidays including: Federal holidays like Juneteenth and Labor Day Election day Holiday break from Dec 24 through January 1 2 renewal days 2 floating holidays
• Flexible paid time off, including: 15 vacation days 3 personal days 7 sick days
• Medical, dental, and vision benefits for the staff member and family at no cost to the employee
• 403B retirement plan (the nonprofit equivalent of a 401K): 3% contribution by Crisis Text Line to support building financial wellness, regardless of personal contribution
• 12 weeks paid parental leave (after 6 months of employment)
• Student loan repayment (after 2 years of continuous full time service)
• Family support through a virtual childcare platform
• Mental health (Monthly)
• Internet Service (Monthly)
• Professional Development (Annual)
• Wellness (Annual)
• Home office setup (One time/First year)