MEASURING AND IMPROVING EFFECTIVENESS IN A BEHAVIORAL HEALTH CALL CENTER

Vibrant Emotional Health (Vibrant) operates NYC Well, a service that provides 24/7 mental and emotional wellbeing support services to individuals and families via call, text, and chat. Vibrant is contracted by the NYC Department of Mental Health and Hygiene through its ThriveNYC initiative to increase the accessibility of behavioral health services for New Yorkers. Vibrant commissioned the team to identify more effective metrics for measuring the impact of each support session. The team completed a literature review and market analysis, and reviewed the client’s current data criteria. The team then recommended metrics for Vibrant to use to inform and improve rapport building, so that the organization can more effectively communicate its work to stakeholders, track variation in rapport based on call volume or intensity, and train counselors to build rapport.