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The Quality Assurance Lead is responsible for supporting organizational quality assurance initiatives through program monitoring, compliance reviews, investigations, follow-up audits, training support, and quality improvement activities. This position works collaboratively with leadership teams to ensure all programs meet regulatory requirements, organizational standards, and person-centered service expectations.

The Quality Assurance Lead serves as a resource to supervisors and program staff by identifying areas of risk, monitoring corrective actions, assisting with staff development, and promoting a culture of accountability, quality, and continuous improvement. This position plays a key role in maintaining compliance with state and federal regulations while supporting high-quality outcomes for the individuals served.

• Conduct routine program monitoring, quality assurance reviews, and compliance audits.
• Complete documentation reviews, chart audits, medication audits, environmental audits, and service delivery observations.
• Identify trends, risks, and areas requiring improvement.
• Assist locations in developing and implementing corrective action plans.
• Monitor follow-up activities to ensure corrective actions are completed and sustained.
• Ensure compliance with DHS, MDH, 245D, licensing requirements, organizational policies, and best practices.
• Track quality assurance data and prepare reports for leadership review.

• Assist with internal investigations regarding incidents, complaints, concerns, and vulnerable adult reports.
• Gather documentation and conduct interviews as directed.
• Maintain accurate and confidential records related to investigations.
• Support implementation and monitoring of corrective actions resulting from investigations.
• Monitor complaint trends and assist with prevention strategies.

• Complete mock surveys and readiness reviews.
• Participate in state survey preparation and follow-up activities.
• Assist leadership teams with development of performance improvement initiatives.
• Support sites in achieving and maintaining quality standards.
• Identify opportunities to improve systems, processes, and compliance outcomes.

• Assist with staff orientation and ongoing training programs.
• Provide coaching and education related to quality assurance findings.
• Support development of training materials and compliance resources.
• Monitor competency verification processes.
• Collaborate with supervisors to ensure staff understand and maintain compliance expectations.

• Serve as a resource to Program Supervisors, Program Directors, and organizational leadership.
• Participate in meetings related to quality, compliance, service outcomes, and risk management.
• Assist with organizational initiatives designed to improve service quality and operational excellence.
• Promote a culture of accountability, professionalism, and continuous improvement.

• Strong understanding of Minnesota DHS regulations and 245D requirements.
• Knowledge of quality assurance systems and auditing practices.
• Ability to conduct investigations and document findings objectively.
• Strong organizational and time-management skills.
• Excellent written and verbal communication skills.
• Ability to analyze data and identify trends.
• Ability to maintain confidentiality and handle sensitive information.
• Strong critical thinking and problem-solving skills.
• Ability to provide coaching, training, and constructive feedback.
• Proficiency with Microsoft Office applications and electronic documentation systems.

• Bachelor's degree in Human Services, Social Work, Psychology, Healthcare Administration, Business Administration, or related field preferred.
• Equivalent combination of education and experience may be considered.

• Minimum of three years of experience in residential services, quality assurance, compliance, program management, or human services leadership.
• Experience conducting audits, investigations, or regulatory compliance reviews preferred.
• Leadership or supervisory experience preferred.

• Valid driver's license with acceptable driving record.
• Ability to travel between program locations.
• Ability to pass all required background studies and maintain eligibility for employment.

• Ability to travel to multiple program locations.
• Ability to sit, stand, walk, bend, reach, and lift up to 50 pounds on occasion.
• Ability to respond to workplace emergencies when necessary.
• Ability to use standard office equipment and electronic systems.

The Quality Assurance Lead will be successful when:

• Quality assurance audits are completed accurately and on schedule.
• Corrective actions are implemented and sustained.
• Regulatory compliance standards are consistently met.
• Survey outcomes improve and deficiencies are reduced.
• Staff receive timely coaching and support related to compliance issues.
• Trends and risks are identified proactively and addressed effectively.
• Individuals served experience safe, high-quality, person-centered services.

The Quality Assurance Lead is expected to promote the mission, values, and philosophy of Phoenix Residence and Phoenix Service Corporation while ensuring compliance, accountability, and excellence in service delivery.