Christine D. Weller
Hamlin,NY
Summary
Dynamic Program Analyst with extensive experience at the Department of Veterans Affairs, excelling in crisis intervention and quality assurance. Proven track record in data analysis and policy development, enhancing patient safety initiatives and operational efficiency. Adept at training and coaching teams, fostering a culture of excellence and compliance in high-stakes environments.
Overview
17
17
years of professional experience
Work History
Program Analyst/Quality, Training & Risk Management
Veterans Administration
Hamlin , NY
04.2026 - Current
- Full-time 40 hours weekly, GS-11, Step 9, Series 0343.
- Tracked and reviewed high-visibility complaints for OIG and VA Hotline, completing follow-up actions on time and providing accurate responses before suspension dates.
- Reviewed complaints to determine whether cases were substantiated or unsubstantiated, documented fact-finding details, and shared findings with VCL executive leadership.
- Evaluated OIG non-case referrals by conducting full investigations, reviewing and listening to related calls, analyzing responder actions, and identifying policy deviations.
- Prepared formal written documentation and summary reports for submission to Office of Inspector General (OIG).
- Filled in for GS-13 supervisor, Program Analyst, while managing investigations and reviews for OIG non-case referrals and providing updates during Week in Focus (WIF) leadership meetings.
- Used analytical and evaluative methods to assess complaint workflows and program operations for efficiency and effectiveness.
- Researched and evaluated patient safety program activities to identify patterns, operational risks, and improvement opportunities.
- Identified issues affecting patient safety program performance and developed strategies to reduce risk and improve outcomes.
- Developed and assessed options for resolving patient safety challenges within Veterans Crisis Line.
- Promoted safety awareness through safety moments, improved cross-department communication and practices, and analyzed QA interaction monitor data and safety events to identify trends and develop targeted guidance for crisis responders.
- Supported data-driven initiative that led to implementation of interaction standards, strengthening responder proficiency and crisis-call consistency.
- Reviewed information across systems, reconciled conflicting data, and applied improved analytical methods to support accurate findings.
Social Science Program Specialist / Quality Assurance
Department of Veterans Affairs Health Administration
02.2016 - 04.2026
- Full -Time, 40- Hours Weekly, GS 11/ Step 9 Series 0101
- ~Conduct silent monitoring of crisis calls, providing strength-based feedback through verbal & written coaching using Interaction Standards and SOPs.
- ~Unite with Crisis Responders to enhance their skills, problem-solving abilities, & adherence to procedures.
- ~Participate in the development of VCL Interaction Standards 2.0 and train Supervisors in application and interpretation.
- Identified performance trends and communicated findings to QMO to enhance compliance with Interaction Standards and SOPs.
- ~Provide guidance & assist in the creation and revision of policies & procedures to improve consistency & safety.
- ~Apply diverse health care concepts, principles, & practices to support ongoing patient safety initiatives.
- ~Lineup with Quality Assurance team members & leadership to interpret & implement procedural & policy changes.
- ~Partner with VCL staff, responders, peers, & leadership to address patient safety concerns & operational needs.
- ~Organize, evaluate, analyze, and track quality assurance data using Microsoft Office Suite, Excel, Outlook, Avaya, and other software platforms.
- ~Utilize qualitative & quantitative methods to evaluate program effectiveness & efficiency related to patient safety.
- ~Contribute to development of Veterans Crisis Line protocols, serving as a subject matter expert to support organizational performance & compliance.
- ~Serve as a founding member of VCL Quality Assurance Program, assisting in creation, implementation, tracking, trending, & reporting of complaints, compliments, & QA data.
- ~Precept new Quality Assurance Silent Monitors (20182026), teaching expectations, monitoring procedures, & required reporting.
- Ensured appropriate actions during silent monitoring (phone, text, chat) in high-risk situations involving suicide, violence, or risk to the customer. Analyzed interactions to identify patient safety concerns and recommended corrective actions.
- Developed QA Corner to enhance clinical documentation practices. development of clinical documentation on means restriction distributed VA-wide (4/8/17 2/8/22).
- ~Create & refine documents using Key Performance Indicators (KPIs) to support responder comprehension & adherence to SOPs & VCL standards.
- ~Manage safety events involving high-risk crisis situations; review interaction information & determine appropriate interventions.
- ~Identify themes from compliments & complaints, communicating performance outcomes through reports, presentations, and recognition communications.
- Facilitated outreach for crisis situations involving suicide, homicide, self-harm, or patient abuse, managing formal complaints and follow-up actions to ensure timely resolution.
- Collaborated with supervisors to raise responder awareness of complaints, driving resolution efforts to enhance customer safety and program effectiveness.
- ~Notify QA, Risk Management, & VCL leadership via encrypted email of critical patient safety issues; document in the HUB system.
- ~Determine need for responder follow-up or reassignment for customer recovery based on established trust.
- ~Document Reports of Contact for responders expressing unwillingness or inability to ensure customer safety.
- ~Intervene when necessary to prevent imminent risk & ensure patient safety.
- ~Use statistical processes, databases, systems, & graphical displays in collection, analysis, & interpretation of data supporting QA & patient safety.
Health Science Specialist
Department of Veterans Affairs Health Administration
Canandaigua, NY
06.2009 - 02.2016
- Full-time, 40 Hours, Weekly, GS-11/Step-5 Series 0101
- ~Responded to Veterans, Active-Duty Service Members, & civilians in crisis; performed lethality, emotional, functional, & psychological assessments.
- Delivered emotional support through crisis-intervention skills including reflective listening, validation, and risk assessment.
- ~Determined necessity for emergency services based on risk assessment, presentation, & safety indicators.
- ~Delivered two live presentations for the American Association of Suicidology (4/26/17), focusing on means reduction & cultural considerations for Veterans.
- ~Presented VCL Quality Assurance findings related to monitoring, feedback, adherence to standards, & safety practices. Trained more than 300 new Crisis Responders through structured shadowing over 5 years.
- Conducted a one-year research project (Genesis 360 VHA) on Burnout Prevention Groups for responders, including pre- & post-testing. Designed two 8-week groups aligned with VHA initiatives to improve emotional health, morale, & burnout. Collaborated with leadership & union representatives to launch the pilot Burnout Prevention Program.
- Analyzed qualitative & quantitative data, resolving conflicting data, & developing new methods for evaluating findings. Created detailed statistical reports & recommendations presented to VCL leadership. Identified systematic issues & recommended solutions related to burnout, customer service, & complaints. Utilized databases, computer systems, & graphing tools to display and interpret final findings.
Education
Master of Science - Mental Health Counseling
State University of New York The College at Brockport
Bachelor of Science - Health Science
State University of New York The College at Brockport
Skills
- Crisis Intervention Suicide Risk Assessment Behavioral Safety Assessment Patient Safety Quality Assurance Risk Management Data Collection, Analysis & Interpretation Statistical Techniques Program Evaluation Complaint & OIG Case Analysis Process Improvement Policy & SOP Development Training & Coaching Performance Management Organizational Awareness Advanced Problem Solving Project Management Communication (Written & Verbal) Health Care Concepts & Practices High-Visibility Case Management Documentation & Reporting Interdepartmental Coordination
- Data analysis
- Policy writing
- Risk assessment
- Data Visualization
Timeline
Program Analyst/Quality, Training & Risk Management
Veterans Administration
04.2026 - Current
Social Science Program Specialist / Quality Assurance
Department of Veterans Affairs Health Administration
02.2016 - 04.2026
Health Science Specialist
Department of Veterans Affairs Health Administration
06.2009 - 02.2016
Master of Science - Mental Health Counseling
State University of New York The College at Brockport
Bachelor of Science - Health Science
State University of New York The College at Brockport