Quality Assurance Manager

sPECIAL sERVICE FOR gROUPS, INC.
jOB ANNOUNCEMENTFLSA: Non-Exempt, Full Time                                 Supervisor:    Associate Director for Contracts, Compliance and Performance
Summary
Under the direction of the Associate Director for Contracts, Compliance and Performance, the Quality Assurance
Manager is responsible for the overall supervision and management of client case file integrity, file system
creation and management, internal and external contract monitoring, file room management, and all things related to forms, documents, documentation, and quality assurance. They will supervise: three (3) Quality Assurance Specialist, five (5) File Clerks, and one (1) Policies, Procedures and Document Specialist.

Essential Functions
 

• Monitoring quality assurance support provided by the Quality Assurance Specialists
• Assist with the developing of audit systems and procedures in accordance with contract terms and scopes of work.
• Prepare reports and data analysis regarding necessary improvement in program performance.
• Coordinate with program managers and supervisors to develop corrective action plans.
• Collaborate with the Data Integrity Coordinator and Team to facilitate workshops and train staff to improve documentation and contract compliance.
• Work with the Associate Director for Contracts, Compliance and Performance to develop a systematic process to monitor client files and HMIS data quality and integrity.
• Prepare and submit timely reports to Associate Director for Contracts, Compliance and Performance.
• Ensure files are maintained up-to-date and contain accurate documentation for service coordination/case management, housing placement, rental assistance, and any other service provided.
• Prepare monthly reports on contract compliance benchmarks, program fidelity and data standards.
• Work closely with managers and subcontractors.
• Provides one-on-one and group trainings on Agency documentation standards, case notes, etc.
• Provides technical assistance to program managers and subcontracting agencies.
• Provides support to Fiscal Department during audits.
• Serves as the liaison between funder, fiscal and program departments.
• Monitors and shares uploaded data reports from funder to program staff on a weekly basis.
• Works collaboratively with the Program Evaluation and Data Manager and Regional Data Coordinator to ensure program performance measures are being met through data entry.
• Completing training objectives for all reports and updating it as needed.
• Reviews and approves time sheets in a timely manner.
• Provides coaching, mentoring and staff performance evaluations.
• Sets performance standards and expectations for direct reports.
• Oversees the creation and maintenance of agency forms, policies, and procedures.
• Work collaboratively with management to standardize forms, documents, documentation client files and update funder forms as revisions and/or updates are made.
• Some evenings and other non-traditional hours may be required
• Work collaboratively with management team to develop strategies to remove barriers to achieving program goals and outcomes.
• Analyze collection of program data related to productivity, contract performance, outcomes, demographics, and integration efforts.
• Develop corrective action reports and work collaboratively with all Homeless and Housing Program Managers and subcontractor agencies to address errors.
• Schedule and conduct file audits/program monitoring for Subcontractors at least once a year (fiscal year).
• Develop and facilitate workshops and trainings to improve documentation and contract compliance standards.
• Provide coaching and develop the Quality Assurance Team
• Review and Approve leave requests and timecards.
• Complete performance evaluations and address any performance related issues as needed.
• Work collaboratively with program management staff to ensure Homeless and Housing Programs meet performance targets.
• Maintain accurate and updated documentation.
• Assist program managers with client follow process, outcomes and on-going       delivery of services if needed.
• Provide support to other Homeless and Housing programs to ensure performance goals are met.
• Work collaboratively with outside agencies and partners.
• Ensure data is entered into data collection systems as indicated by contracts.
• Prepare project reports in accordance with funding requirements.
• They will provide support to necessary staff, providers, and other project partners participating in project.
• Participate in all mandatory program and division meetings and trainings, as assigned by their supervisor and division director.
• Prepare reports in accordance with program requirements and Division policies.
• Maintain files/records on client services in compliance with HIPAA, 42 CFR Part 2 and other funding requirements for audit purposes.
•  Maintain appropriate boundaries; and adhere to SSG’s Code of Ethics and HOPICS’ Core Values.
• Represent the Agency in a professional manner at meetings and community events.
• Regular attendance required.

Secondary Functions
Perform other duties as assigned by the Division Director, Deputy Director and/or Associate Director.  Overtime, holiday, or weekend work may be required.

Minimum Qualifications - Knowledge, Skills and Abilities Required
Associates Degree in Social Services or other administrative, business or housing field is required from a
accredited or state approved college or university, with a minimum three (3) years of management experience and at least two (2) years experience working in social service field; quality assurance experience preferred. If in recovery, a minimum of three (3) years of being drug and alcohol free is required. Working knowledge of Microsoft Word, Excel, and other database programs. Ability to work with employees from diverse cultural, ethnic, and socio-economic backgrounds. Ability to communicate effectively, both written and orally. Verification of Employment Eligibility and Background Clearance. TB test required (Not more than (3) month prior to or (7) days after Date of Hire, and renewed annually thereafter), CPR and First Aid Certification required within 30 days of employment with company and valid Driver’s License and auto insurance required.

Non-Essential Qualifications - Knowledge, Skills and Abilities
None

Supervisory Responsibilities
Quality Assurance Manager will be responsible for the supervision of the following three (3) Quality Assurance
Specialists, five (5) File Clerks, and one (1) Policies, Procedures and Document Specialist.

Environmental Conditions (Working Conditions)
This position is responsible to work in “client friendly” environments and is required to visit other shelters and homeless
access centers as part of their duties. Local automobile travel is required. There is some responsibility to work in noisy
environments where children and adults are present.

Physical Requirements
Typically spends time sitting, standing, typing, thinking, writing, walking, bending, lifting, driving, carrying (max. 25
lbs.), listening, speaking.

Mental Requirements
The mental activities the individual will be expected to perform For example must be able to handle any/all of the following: constant distractions, interruptions, uncontrollable changes in priorities/work schedules; be able to process information, think, and conceptualize. Refer to Form #367.
 

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