Name that Person
Examples of what to expect
Contact Center
Data Collection and Analysis
Fact or Fiction
100
Who is the Chief, Compliance & Quality Officer?
Who is Lisa Jones-Chandler
100
These are fundamental components essential for fostering effective quality improvement initiatives. Can you name 2 of the 5 integral aspects?
1. Efficiency
2.Timeliness
3.Effectiveness
4.Safety
5. Client/Consumer Center
100
This group of individuals engaged in discussion during the Lunch and Learn presentation this week, sharing insights and expertise on the topic at hand. Can you name at least 2 of those 3 individuals?
Cinthia Watts, QI Specialist (988)
Jessica Avichal, QI Specialist (H2H)
Begum Ozgozukara, QI Manager (H2H)
100
What are some common methods of collecting qualitative data for a suicide prevention hotline?
Interviews with callers, focus groups with staff, and case studies of call interactions.
100
True or False: "Collaboration is key; we cannot achieve our goals in this work without the support and input of others. "
TRUE
200
Who is the Assistant Vice President of Quality Improvement
Nimmy Anthrayose
200
This contact center, part of Vibrant Emotional Health, manages multiple crisis and support lines, including NYC 988, the NYS Gambling and Addiction Hopeline, and the NFL Lifeline.
What is the
Here2Help Crisis Contact Center (H2H)
200
What is the purpose of using surveys in program evaluation?
To gather standardized information from a large number of respondents about their experiences, opinions, or behaviors.
200
True or False :
To help all people achieve physical health through traditional methods that deliver low-quality support, only in-person and during regular business hours.
FALSE
To help all people achieve mental and emotional well-being through groundbreaking solutions that deliver high-quality support, when, where, and how they need it.
300
The Quality Improvement (QI) Department for our Community Programs QI Team consists of two members. Please name at one of them?
1. Sean Richards (Clinical Quality Auditor)
2. Jessica Baker (QA/QI Analyst) (Preventive Programs)
300
These are essential methods employed by the Community Programs QI Team to ensure quality improvement in service delivery. Can you name three of these processes?
1. Incident report
2. Complaints/Grievances Investigations
3.Documentation Review of files/charts
300
This team offers crucial support to the 988 Division and all centers within the 988 Network. Can you name three key areas of focus or responsibilities for the 988 QI Team?
answer needed
300
How can you use data to identify areas for improvement in our programs?
By analyzing trends, identifying gaps or deficiencies, and comparing performance against benchmarks or standards.
300
True or False: This statement accurately describes the agency's commitment to quality improvement.
"Provides agency-wide administrative cross-functional quality improvement, compliance, equity, and belonging in accordance with best practices and regulatory expectations."
TRUE!
This statement accurately reflects the agency’s goals
400
The Quality Improvement (QI) Department for our H2H QI Team is led by Quality Improvement Managers. Can you name at least one of them?
1. Jennifer Kwon
2. Begum Ozgozukara
400
How can you use data to identify areas for improvement in a suicide prevention hotline?
By analyzing call logs, identifying trends in caller issues, and comparing performance metrics against benchmarks.
400
True or False :The H2H contact center, part of Vibrant Emotional Health, only manages a single support line and does not provide services for crisis situations.
FALSE
The H2H contact center, part of Vibrant Emotional Health, effectively manages multiple crisis and support lines, including NYC 988, the NYS Gambling and Addiction Hopeline, and the NFL Lifeline.
500
The Quality Improvement (QI) Department for our 988/National Networks QI Team includes a Director and a Senior Manager. Can you name at least one of them?
David Dalton - Director, 988
Sophia Pereira- Senior Manager
500
During the Lunch and Learn presentation, the presenter covered 12 key topics or examples of what to expect from the QI department. Can you name 6 of those topics?
500
The H2H QI Team provides support to all programs and lines within H2H. Some of their responsibilities include monitoring calls, chats, and texts using a Quality Monitoring Form, conducting Calibration Meetings, and incident reporting. Can you name one of the six key tasks they handle?"
- Monitoring of calls/chats/texts using Quality Monitoring Form for scoring
- Calibration Meetings for Management Team
- Incident Reporting (Training, Review of forms & Tracking)
- Complaints/Grievances Investigation
- QI Work Plan for H2H
- Monthly QI Tips
500
True or False : Does this statement accurately reflects the organization's values.
"Considering the client/help seeker experience is unimportant; it does not matter how a loved one is treated when they reach out for help, as long as the agency’s practices are followed."
FALSE
Considering the client/help seeker experience is essential; if a loved one were reaching out, I would want them treated with compassion and respect while ensuring their needs are met through agency best practices.