Job Description:

We look for individuals in our organization who are passionate about our mission and values, and providing excellent customer service.

We value our employees, working closely with them to help them be successful. We value the people we provide services to, ensuring they receive the highest quality of customer service.

Be a champion for excellent service for Seniors & People with Disabilities by providing mentorship and training to staff.

Recruitment #: 354-08-24

Closes: September 20, 2024 (Last day for internal lateral transfer: 08/29/24)

Location: Tillamook & Warrenton, OR (Requires Travel)

Salary: Starting at $4,886 per month with excellent benefits! (See below).

Agency Sponsored: Medical/Dental 100% paid for employee and 90-98% for dependents: generous Paid-time off, Public Employee Retirement (PERS), Employee Assistance Plan, Long Term Disability, great culture.

Employee paid: Deferred Compensation, Life Insurance, Short Term Disability, Colonial Life Supplemental Plans, Legal Shield.

General Description

Provides ongoing support to Eligibility Specialists and ADRC Specialists, including their Managers, in maintaining high quality services through training, leadwork, quality assurance audits, technical advice, and workload support and coordination.

Essential Functions

1. Provide training to develop and enhance employee skills
2. Provide quality assurance
3. Provide workload support and coordination
4. Facilitate confidence in the Quality Assurance Specialist, and therefore the Agency and programs
5. Protect consumers and reduce Agency risk
6. Provide excellent consumer service in a professional manner

1. Provide training to develop and enhance employee skills

• Develop and conduct program specific training for new employees, including program tools (ONE, Legacy Systems, MMIS, Oregon ACCESS, RTZ, TASC, etc.)
• Develop and conduct individual and group training for program policy, procedure, and system changes.
• Help to identify areas of needed training through information gathered in training.
• Communicate with Program Manager or Program Supervisor on training progress.
• Serve as a policy and technical resource for employees, Program Manager and Program Supervisor.
• Provide training and mentoring support to employees.
• Facilitate meetings with updated policy information.

2. Provide Quality Assurance

• Perform quality and compliance audits to ensure that recipients receive appropriate services, and that the Agency is meeting program requirements.
• Evaluate audit findings, and prepare reports and recommendations to management.
• Identify and recommend quality and efficiency improvements.
• Help managers to implement action plans associated with findings.
• Continuously update and demonstrate knowledge of Agency program policies and procedures.
• Retrieve and analyze information from reporting systems and provide managers with monthly updates related to Unit status. 
• Research and answer policy or program questions for employees.

3. Provide workload support and coordination

• Assist Eligibility Specialists and ADRC Specialists with problem-solving.
• Conduct and participate in complex case staffing.
• Under the direction of Quality Assurance Program Manager, assign tasks to employees and adjust for shifting workload and schedules (in coordination with Program Manager or Supervisor).
• In the absence of Program Manager or Program Supervisor, provide initial or back-up handling of escalated consumer needs.
• Assist with covering workload on a limited basis, as needed.

4. Facilitate confidence in the Quality Assurance Specialist, and therefore the Agency and programs 

• Embrace and exhibit the Agency Mission, Vision and Core Values.
• Provide excellent service to the consumers by meeting their needs, following through, and meeting deadlines.
• Interact with the public, consumers, co-workers and others in a patient, respectful and culturally appropriate manner.
• Work effectively with a wide variety of individuals.
• Maintain the skills and knowledge required to perform duties.
• Provide suggestions for improvement.

5. Protect consumers and reduce Agency risk

• Follow policies, regulations and requirements of project and Agency. 
• Provide documentation as set forth by Federal, State, funding regulations, and Agency policy.
• Serve as Mandatory Reporter of suspected abuse of vulnerable populations as required by policy and regulations.

6. Provide excellent service in a professional manner

• Apply required knowledge and skills.
• Meet quality standards in accuracy and timeliness.
• Exhibit good decision making, problem solving and work habits.
• Meet quality standards in accuracy, judgment, timeliness and following policy and procedure.
• Exhibit good work habits, including organizational skills, regular attendance, working independently, seeking and offering assistance when needed.
• Exhibit technology skills related to the work needing to be done, (word processing, spreadsheets, database, internet research, mail, IM, phones, copiers, programs like ONE, Legacy Systems, MMIS, Oregon ACCESS, RTZ, TASC etc.
• Regular attendance to meet the demands of this job and provide necessary services.
• Exhibit a positive attitude towards consumers, co-workers, managers and others.

Secondary Functions

Support Agency and Quality Assurance & Improvement Unit by overseeing and working on special projects as needed.

Supervisory Responsibilities

None