The Crisis System Evaluation Manger is responsible for implementing the collection, analysis, and dissemination of system level performance measures data for the regional behavioral health crisis system. This position is expected to work with various teams across BHSB and to coordinate with external consultants and partners to develop and implement an accountability process for the regional crisis services system, which includes Baltimore City and Baltimore, Carroll, and Howard Counties. This position will review a range of system level data sets, some external to BHSB (such as CRISP and 911 Diversion data) as well as oversee crisis system utilization data collected by our sub-vendors.

The incumbent will show a strong commitment to BHSB’s mission and vision, with an outcome-oriented approach to the work. A strong commitment to diversity, equity, and inclusion, in addition to BHSB’s Antiracism Organizational Framework is also required.

BHSB believes that it is imperative to approach this work in ways that contribute to equity centered around authentic engagement. We are committed to the following guiding principles:

This is a 36 month grant funded position with funding provided by the Health Services Cost Review Commission (HSCRC) Regional Catalyst Grant Program.

Essential Functions

Performance Measurement

• Work with the sub-vendor operators of the 988 Regional Call Center and Mobile Response Teams and community partners to develop Key Performance Indicators in the areas of efficiency, utilization, and consumer satisfaction.
• Coordinate with Call Center software vendor to develop a real time performance measures dashboard.
• Using the GBRICS (Greater Baltimore Regional Integrated Crisis System) Partnership Crisis System Standards as a guide, support the implementation of a crisis system accountability process to review KPIs (key performance indicators), real time dashboards and consumer satisfaction data as well as consumer complaints and case reviews with key internal and external partners.
• Use and facilitate Results Based Accountability and “turn the curve” thinking to guide the quality improvement process.
• Oversee the work of consultants performing performance measurement activities to ensure that it meets the needs of the system and is coordinated with other performance measurement activities across BHSB and across the system.
• With the guidance of the Director, Impact and Measurement, partner with BHSB’s data team to collect data as required.
• Partner with teams across BHSB and facilitate continued engagement around progress, success, and challenges in the work

Behavioral Health Crisis System Design

• Collaborate with teams across BHSB to develop a framework for a regional crisis services system accountability process that defines the purpose, goals, and process for partner engagement.
• Provide expertise and support for planning efforts to create an integrated behavioral health crisis system, including coordinating with consultants working on crisis system re-design.
• Provide data collection support in areas where behavioral health crisis system expansion is needed, such as gathering the data to support expanded services for children and youth or crisis stabilization services.

Call Center software management

• Coordinate with Call Center software vendor to identify and support Super Users and system administrators among sub-vendors.
• Coordinate with Call Center software vendor regarding software customization.
• Coordinate with BHSB’s IT support and data analysts on Call Center system requirements and data governance.

Other

• Works independently and can distinguish when to request support or feedback from others in the organization or from the direct supervisor.
• Demonstrates initiative and applies critical thinking to all tasks.
• Uses data as available to help guide decision making.
• Works effectively and collaboratively with others, both internally and externally.
• Continuously looks at the intersection of this work with the work of other teams across BHSB and associated implications, as well as supporting development of shared understanding and agreements of data and outcomes.
• Finds opportunities to collaborate directly with community as appropriate and in partnership with other staff as needed.
• Build strong relationships across the organization to foster effective cooperation.
• To perform assigned work functions, this position may have access to protected health information (PHI). It is expected that the employee will operate from a place of integrity and assume an ethical obligation to protect the privacy and security of all PHI and will follow all of BHSB’s policies and procedures related to the Health Insurance Portability and Accountability Act (HIPAA).
• Upholds and operationalizes the values of BHSB, which are Integrity, Equity, Innovation, Collaboration and Quality.
• Consistently works to apply a lens of equity, inclusion, and anti-racism.
• Serves as part of BHSB’s disaster response team as needed, in any capacity that is needed.
• Performs other duties as assigned.

Knowledge, Skills, and Abilities

• Masters degree in Public Health, Health Administration, Public Policy, Business or related degree
• Minimum of one-three (1-3) years of progressively responsible performance evaluation experience
• Experience with consumer satisfaction measurement preferred
• Knowledge of Results-Based Accountability (RBA) preferred or of other quality improvement frameworks
• Strong written and oral communication with emphasis on writing for a general, non-technical audience
• Strong orientation toward collaborative process development, implementation, and management
• Strong problem-solving skills and analytical abilities
• Ability to navigate complex work environments
• Ability to interface with all levels of management internally and externally
• Ability to work collaboratively with a variety of partners, including hospitals, behavioral health providers, community leaders, service providers and people with lived experience
• 2-4 years’ experience utilizing advanced MS Excel features
• 2-4 years’ experience working with health and/or behavioral health data
• MS SQL skills, preferred
• Familiarity with Tableau or Power BI, preferred
• Ability to investigate data issues and participate in remediation activities
• Commitment to the infusion of racial equity and social justice principles into all areas of work
• Ability to interact in a virtual environment
• Proficient using Microsoft Office Suite Word, Excel, Outlook, and PowerPoint

Supervisory Requirements: This position has no supervisory requirements.

This role may require travel to other locations for meetings and other business-related needs. Ability to travel locally 25% of the time is required. It is important to have access to some form of transportation to travel to off-site meetings, conferences, and site visits.

COVID-19 considerations: BHSB receives federal funding for services and is therefore subject to Executive Order 14042. We require all new hires to be fully vaccinated against COVID-19, subject to a verifiable medical and religious exemptions which does not cause undue hardship in protecting those we serve and fellow employees.

Benefits

BHSB offers its employees a competitive benefits plan which includes comprehensive Medical and HRA, Dental and Vision coverage, as well as a choice of 4 FSA plans and an employee paid Legal benefit. BHSB offers employer paid life insurance, short-term and long-term disability as well as a 403(b) plan with employer contribution, generous PTO and 13 days paid holiday. Medical plan participants receive a $4,000/$8,000 debit card to cover eligible deductible and copay expenses, depending on chosen coverage.

Culture

BHSB is a nonprofit organization that provides leadership in advancing behavioral health and wellness. We advocate for and help guide innovative approaches to prevention, early intervention, treatment and recovery to help build healthier individuals, stronger families and safer communities. We work to demonstrate cultural competence and a commitment to the infusion of equity and inclusion principles into all areas of our work.

BHSB respects and values diversity and is committed to creating a culture that is inclusive. BHSB is proud to be an Equal Opportunity Employer. BHSB strives to embody Integrity, Equity, Innovation, Collaboration and Quality in all of our work. We work to demonstrate cultural competence and a commitment to the infusion of equity and inclusion principles into all areas of our work.

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