Promise Resource Network

Promise Resource Network Quality Assurance Manager Charlotte, NC Full time Apply for Quality Assurance Manager

The Quality Assurance (QA) Manager will serve as the primary leader and steward of the organizational mission. The position is responsible for the organization's overall quality assurance and improvement. Ensuring that both qualitative and quantitative reviews, processes, plans, and policies are developed, implemented, and maintained consistently with PRN’s recovery values and mission. The QA Manager will ensure timely and accurate reporting to all agency partners and funders. Additionally, the QA Manager ensures that all systems regarding quality assurance and quality improvement are consistent with excellence in service delivery, systems operating at optimal levels, and individuals served are provided competent, respectful, and compassionate support to enhance the ability to realize success within the recovery journey. The position is inclusive of Quality Improvement efforts and Quality Management measures.

Promise Resource Network is a nonprofit survivor-led organization that disrupts illness-based approaches to mental health and substance use by understanding the impacts of trauma and supporting healing, wellness, and recovery.

Description General Responsibilities

• Assist in the development, maintenance and monitoring of quality controls to ensure the highest level of accuracy and completeness for all internal and external audits/reviews performed.
• Establish and maintain excellent inter-departmental relationships to ensure cooperation and compliance with contractual and EBP standards and requirements.
• Analyze and report issues, trends, and risk areas resulting from audits and compliance reviews.
• Assist in developing and implementing monitoring systems and tools for internal and external audit reviews.
• Assist in developing and implementing all agency program-related forms in conjunction with other PRN leadership.
• When applicable, assist with developing policy and procedures manuals including, but not limited to, the Continuous Quality Improvement (CQI) Plan, Emergency Mitigation and Preparedness Plan, HIPAA Policy and Procedures, and Peer Rights Policy.
• Chair and/or appoint committee chairs/members to CQI committee, Peer Rights Committee, and Safety Committee.
• Responsible for processes and evaluation of drills or emergency preparations deemed appropriate regarding the Emergency Mitigation & Preparedness Plan.
• Maintain accurate and current documentation of all committee meetings and drills associated with all committees.
• Record and submit incident reports to the correct department or agency, monitoring trends and working with programs to mitigate incidents and risks.
• Identify and mitigate all workplace hazards.
• Collaborate with organizational staff to develop a culture of improvement across the agency by encouraging continuous staff involvement.
• Project Manager of processes related to intake/engagement, forms, database, tracking and processes.
• Provide leadership, coordination, planning, and recommendations around databases, processes, and development of forms associated with the processes.
• Identify efficient and relevant databases for reporting purposes to funders, foundations/grants, quality assurance, and improvement processes, and tracking purposes to ensure fidelity for Evidence-Based Practices when applicable.
• Prepare and submit reporting to various funders and partners to meet reporting requirements and contract deliverables as identified within the contract.
• Establish efficient, accurate, and timely reporting processes that can be easily accessed and/or obtained at the Executive Team's request or funding sources' request.
• Identify and analyze data and report to forecast agency barriers, needs, gaps, strengths, and future considerations.
• Assist in developing applications, referral forms, and consent forms that are required or need to be in the record. This includes all information instrumental in meeting the requirements of funding sources, including grants/foundations.
• Identify, develop, and/or coordinate outcome measurement processes, protocols, tools, and practices relevant to individual programs (IPS fidelity, respite program impact, quality of life and recovery measures, etc.)
• Establish an internal peer review process for health records/notes/fidelity of programs with a focus on the quality of services provided and documentation as well as completeness, accuracy, and timeliness of documentation.

Data Management

• Oversee the management of current data and reporting systems including Penelope records system, I-Carol, Network for Good, etc. to ensure effective data management, secure procedures, and data analytics.
• Responsible for the design, development, and modification of data infrastructure to accelerate data analytics processes.
• Responsible for leading and managing all funder monitoring and audits utilizing current records systems and data collection tools.
• Develop data collection standards to ensure checks and balances are in place to ensure compliance and accuracy of information within the records management system are audit-proof.

Records Management

• Establish a consistent, streamlined records system throughout all service areas of the agency.
• Establish and implement an internal auditing system that is consistent and routinely administered.
• Report audit exemptions to the Program Managers and establish deadlines for any corrections or missing data to be placed in the record of the individual.
• Collaborates with all levels of PRN leadership in preparing and submitting all required reporting to funders, grantors, or EBP fidelity requirements.
• Develop reporting outcomes for internal and external uses.
• Identify and implement a standardized method for measuring and reporting personal outcome measures for individuals served by the agency.
• Utilize personal outcomes, staff, and feedback from individuals served, and other performance measures to drive agency decisions.
• Ensure records and data reporting within the records are consistent and accurate.
• Ensure record-keeping is kept up to date in real-time to ensure the accuracy of any requested outcome data.
• Support PRN leadership to ensure accountability within their departments to reflect accurate, up-to-date, and required content within each individual record.

Qualifications and Experience

• Bachelor's degree in a relevant field; advanced degree preferred.
• Minimum of 5 years of experience in nonprofit management, program development, or related field, with a proven track record of leadership and achievement.
• Excellent leadership and management skills, with the ability to inspire and motivate teams, build consensus, and drive results.
• Exceptional communication, interpersonal, and negotiation skills, with the ability to effectively engage diverse stakeholders.
• Proven ability to secure funding and resources through grant writing, donor cultivation, or fundraising activities.
• Ability to work independently, prioritize tasks, and meet deadlines in a fast-paced environment.
• Commitment to the mission and values of the organization.
• Understand and ability to apply Quality Assurance/Quality Improvement processes or equivalent experience.
• Demonstrate leadership by modeling PRN’s mission, values, philosophy, and guidance to team members.
• Ability to interact effective with the public,providers, and other stakeholders.
• Knowledge of a variety of computer software applications in word processing, spreadsheets, databases and presentation.
• Excellent communication skills (oral and written) using active and reflective listening, asking curious questions, validating others' experiences, remaining non-judgmental, and demonstrating effective conflict resolution skills.

PRN believes that all persons are entitled to equal employment opportunity. We do not discriminate against our employees or applicants because of race, color, religion, sex, pregnancy, national origin, ancestry, age, marital status, sexual preference, sexual orientation, physical handicap or medical condition. Equal Employment Opportunity will be extended to all persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall and termination.