Description

Every year hundreds of thousands of men and women who served our country sleep in the streets and millions more struggle every day to keep afloat. GINM has been a part of a national effort to end veteran homelessness since 2011 and has helped cut the national number of veterans experiencing homelessness almost in half! GINM is a non-profit corporation with 17 stores throughout the state and the Supportive Services for Veteran Families (SSVF) program is one of the largest community-based social services programs that we offer. Our team members use SSVF to provide housing, case management, financial assistance, healthcare navigation, legal services, and community advocacy along with a heaping dose of compassionate care to find and save veterans’ homes. The Program Quality Assurance Manager would work in conjunction with the SSVF Program Manager to help ensure program activities and services are executed in accordance with applicable federal, state and Goodwill guidelines, a crucial task to allow Goodwill to continue effectively serving those who served. Individuals with lived experience with homelessness and/or military service are strongly encouraged to apply.

$24.50/hour, 38 hours a week.

Position Summary: Supports the program manager in achieving program objectives by overseeing the daily administrative operations of all program functions. Ensures that program activities and services align with program goals as well as GINM, federal, and state policies. Directly supervises data functions and the HMIS data specialist, while providing training and guidance to staff on administrative processes for consistent adherence to policies throughout the program.

Essential Duties and Responsibilities:

• Adherence to the attendance and punctuality policies of GINM.
• Exhibit excellent customer service skills as related to your position.
• Assist program manager on an as-needed basis.
• Develops an excellent working knowledge of all programmatic policies and guidelines.
• Ability to effectively communicate program goals, objectives, policies, and procedures. 
• Develops and maintains a data quality plan for the program 
• Effectively communicates issues to staff while monitoring and planning for training gaps
• Provides training on policies and procedures necessary to maintain adherence to program guidelines.
• Maintains communication with HMIS vendors and CoC staff for data quality
• Monitors and reports progress on program goals
• Contributes program data analysis to strategic conversations
• Maintains referral distribution process in an equitable manner
• Responsible for quality assurance of persons served records, ensuring accuracy, completeness and format compliance. 
• Coordinates project staff to ensure timely and accurate data entry into HMIS, Excel, and Caseworthy databases. 
• Ensures that program data, records, files, etc. are kept in strict confidentiality in accordance with the Privacy Act. 
• Assists with data monitoring and accuracy of program financial assistance payments in accordance with program guidelines. 
• Audits program paperwork for accuracy and adherence to program guidelines
• Reports training needs to program manager and lead case manager, and provides training when appropriate
• Monitors program practices for PII and PHI privacy policy compliance. Reports any discrepancy to program manager. 
• Organizes data for reports on the status, activities and plans for current and future operations; keeps leadership and other departments informed of status of department. 
• Responsible for CARF compliance and maintaining standards in areas of responsibility. 
• Implements CARF standards into all programs and follows professional ethics, as set forth in the Code of Conduct/Business Ethics policy.
• Maintains confidentiality of all privileged information.
• Performs other incidental and related duties as required and assigned.

Supervisory Responsibilities: In conjunction with the Program Manager, supervises employees in the assigned services department. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include training the HMIS data specialist, planning, assigning, and directing work; assists with appraising performance; assists with addressing complaints and resolving problems with guidance from management.

Requirements

• Advanced Knowledge of HMIS, Excel, Caseworthy and other technologies associated with case management programs
• Knowledge of organizational practices, policies and procedures and compliance with same.
• Knowledge of and compliance with all safety policies and procedures.
• Knowledge of applicable federal, state, county and local laws, regulations and requirements.
• Ability to maintain confidentiality.
• Ability to establish and maintain effective working relationships with staff, representatives of funding and regulatory agencies, and the public.
• Ability to interact and maintain good working relationships with individuals of varying social and cultural backgrounds.
• Ability to communicate efficiently and effectively both verbally and in writing.
• Ability to exercise independent judgment.
• Ability to interpret applicable federal, state, county and local laws, regulations, and requirements.
• Ability to assist program manager in various management tasks as needed, including auditing, budgeting, and supervising staff and exercise time management.
• Skill in gathering, analyzing, and organizing information.
• Skill in working effectively under pressure.
• Ability to read, write and understand English.
• Ability to carry out instructions in verbal and written format.
• Ability to work independently and demonstrate time management skills.
• Ability to handle multiple tasks and meet deadlines.

Physical Demands and Work Environment: While performing the duties of the job, the employee is regularly required to use hands, fingers, handle, or feel; reach with hands and arms; see, talk and hear. The employee is frequently required to sit, walk, and stand. The employee is occasionally required to stoop, kneel, crouch, crawl and lift/move up to 25 lbs and may occasionally be exposed to outside weather conditions. Specific vision requirements include close vision, distance vision, color vision, and depth perception. Travel as required based on caseload, scope of work.

Minimum Qualifications: The requirements listed below are representative of the knowledge, skills, and or abilities required for the position. Individuals must be able to pass a criminal background check and drug test. Individuals must have a valid New Mexico driver’s license, liability insurance, insurability under the agency insurance carrier, dependable vehicle and a clean driving record.

• Bachelor’s degree required, or 4 years’ experience in related field may be substituted. (Other educational requirements may be required by funding source).
• Three years of work experience in case management/social work, quality assurance, business, healthcare administration or related field preferred.
• One-year supervisory experience preferred.
• Bilingual, English/Spanish preferred.