Essential Duties & Responsibilities: Postpartum Support International (PSI) works to promote awareness, prevention, and treatment of mental health issues related to childbearing. PSI operates the National Maternal Mental Health Hotline, a 24/7 hotline federally-funded by the Health Resources and Services Administration (HRSA).
The Manager, Data Reporting and Quality Improvement manages the Hotline’s data analysis and utilization process from data design, data visualization, and data validation as per the requirements of the Hotline’s evolving key performance indicators, utilization metrics, and priorities. The Manager, Data Reporting and Quality Improvement serves as a key personnel, leading the Data Analyst(s) who are responsible for supporting the development of products (dashboards, reports, analyses, and distributable data sets). This role interfaces with key stakeholders on a routine basis to present insights, emerging trends, and share findings across the monthly, quarterly, and annual reporting periods. As the team expert, the Manager, Data Reporting and Quality Improvement will promote design thinking, visual literacy, and quality improvement culture across the data/reporting/quality improvement team and the broader Hotline.
Specific Activities include:
Data Management (60%)
- Leads the generation of routine reports within the data collection and telecommunications system to be used for internal assessment, data quality checks, key performance indicator status, and external ad hoc requests.
- From data pulls, conduct robust analysis using systems, tools, and mechanisms of the information generated, connecting and collaborating across the team as needed to ensure all trends, patterns, and identifications are articulated in external reports and documents.
- Conduct weekly data quality checks, ensuring all findings are uplifted to the functional team members, Hotline Associate Program Manager, and the Hotline Project Director.
- Develop and manage data collection processes, instruments, tools, and supports for the Hotline technical teams to implement within their function areas.
- Conduct quarterly training and refresher courses, developing expertise across the administrative team in the areas of data collection, data reporting, and data analysis.
Reporting & Quality Improvement (25%)
- Manage the development of the Monthly Data Report, Quarterly Progress Report, and any ad hoc data reports or request; ensuring all information is thorough, concise, and consistent, aligning with all requests from HRSA and the NMMHH Project Director.
- Support the development of the Annual Impact Report.
- Maintain detailed records on quality improvement scores for all counselors, teams, and divisions; inform divisions of their scoring and status in ongoing communications.
- Collaborate with the project leads/management and supervision team members to devise strategies and activities needed to improve in performance whether administratively or programmatically.
- Manage the research and implementation of technical improvements and solutions to data collection and telecommunications systems and their integrations.
- Monitor project performance from a data collection and quality improvement perspective; tasking project functional team members with assignments and activities conducive to performance progress in alignment with contract or stakeholder requirements.
- Develop and disseminate surveys and any other identified instruments to internal and external stakeholders.
- Host and lead the weekly CQI meeting, data/evaluation meeting(s), and any additional meetings required to disseminate data/CQI updates and information to the Hotline team.
- Conduct weekly, monthly, and quarterly data snapshots to be shared via email, Slack, and Salesforce with Hotline team members.
- Assist the Hotline Services Manager in review of incident reports on a weekly basis for quality and accuracy.
Evaluation (15%)
- Work with Project Director and Associate Program Manager on the overarching evaluation of the Hotline from planning to reporting, ensuring the plan aligns in timeline and activity.
- Support in the development of the Hotline Logic Model, providing date detail, frameworks, and insights.
- Support in the development of the Hotline Evaluation Framework, including timelines, ensuring at the data collection and analysis level, all information is synced and aligned.
- Provides recommendations based upon analysis and improvement activities to further strengthen the evaluation framework.
Hotline Communications (10%)
- Participate in all Hotline required meetings (Leadership, Core, Quality Improvement, Strategy Sessions/Workgroups, and Trend Data Review, etc.) as invited and scheduled.
- Develop, foster, and maintain strong working relationships with Hotline staff, committees, boards, as well as external organizations and institutions to pursue the NMMHH’s engagement-focused initiatives, meet project goals and timelines, and review work products.
- Provide regular updates to Hotline Executive Staff and Leadership.
- Respond timely to requests from Project Director, Associate Program Manager, and HRSA Project Leads/Team in the form of requests, reports, data collection, or quality improvement activities.
- Communicate directly with Functional Team Leads across the Hotline to ensure universal quality checks are completed, impacts to other project functions are clearly understood, enabling proactive solutions and support whenever possible.
Education and/or Work Experience Requirements
- Master’s degree required in a relevant field (public health, social science, statistics, etc.)
- Training or demonstrated experience in visual design, interaction design, data visualization, or similar.
- At least four (4) years experience with a focus on data and statistical analysis, analytic methods and QI approaches.
- Must have a minimum of 1 year experience in data/metrics analysis and trends projection for a call center or hotline.
- Experienced in data collection systems and familiarity with Salesforce or other data collection systems
- Experienced managing or leading teams in the area of data utilization and reporting.
- Ability to handle multiple tasks at one time and to work with minimal supervision
- Excellent verbal and written communication skills
- Strong attention to detail, adaptable and flexible
Additional Eligibility Qualifications
- Excellent verbal and written communication skills, including ability to effectively communicate with internal and external clients;
- Familiarity with the overall operational procedures at the administrative levels of the organization;
- Strong analytical and data-driven mindset that translates into leadership skills
- Ability to inspire employees to live up to their potential and optimize their productivity;
- Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary leadership;
- Must be able to communicate effectively and be a team player;
- Must be able to commit to the Postpartum Support International vision and be passionate about its mission;
- Must be able to travel to attend conferences, training, and other events, as required;
- Ability to work flexible traditional and non-traditional hours;
- Ability to work independently and to carry out assignments to completion within parameters of instructions given prescribed routines, and standard accepted practices;
- Excellent computer proficiency (Google Suites) as well as other databases as needed.
- High Internet speed (100 mbps for ONE home remote user, 150 mbps for one home remote user and up to 4 additional users (no gaming), 200+ mbps if multiple users or any cloud gaming, you tube, social media (and social media gaming) / streaming. If another member of the household is learning or working remotely, the requirement is either 150 or 200 based on how much live feeds / streaming is included.)
- Must utilize a quiet and secure office space for privacy and confidentiality.
Benefits
- Two (2) weeks of paid vacation
- 12 Paid Holidays
- 12 weeks paid parental leave
- Medical, Dental, and Vision Insurance
- Professional development assistance
- Retirement plan option
Physical Requirements
- Ability to safely and successfully perform the essential job functions consistent with the ADA, and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards;
- Required to sit, stand, walk, speak and hear while performing the duties of this job, regularly. The position requires extensive computer use so the employee must have sufficient hand dexterity to use a computer keyboard and be capable of reading a computer screen.
In-Person Availability
- While this role is predominantly a remote position, travel and in-person meeting attendance is required up to two times per year for internal PSI meetings, and as needed for contractually essential stakeholder engagements (estimated no more than twice per year).
Job Type: Full-time
Pay: $75,000.00 – $85,000.00 per year
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Parental leave
- Retirement plan
- Vision insurance
Schedule:
- 8 hour shift
- Holidays
- Monday to Friday
- Weekends as needed
Application Question(s):
- Do you live in the United States or US territory?
- Do you have a consistent, reliable, and strong internet connection in your home/office?
- Answer is required: Do you have experience managing or leading teams in the area of data utilization and reporting?
Education:
- Master’s (Preferred)
Experience:
- visual and interaction design or data visualization: 4 years (Required)
- data analysis and projections for a call center/hotline: 1 year (Required)
- hotline, crisis line, or call center: 1 year (Required)
Language:
- English (Required)
Work Location: Remote
