Quality Enhancement Associate - Human Services

Job Title: Quality Enhancement Associate Human Services

Department: Quality Assurance & Compliance

Reports To: Quality Assurance Director

Location: Needham, MA

Employment Type: Full-Time

Job Summary:

The Quality Enhancement Associate plays a critical role in ensuring that services provided to adults with intellectual and developmental disabilities (IDD) meet regulatory standards, internal policies, and best practices. Working in partnership with MassHealth and the Department of Developmental Services (DDS), this position is responsible for monitoring, evaluating, and improving service quality by conducting audits, reviewing documentation, and providing feedback to staff and leadership. The ideal candidate is detail-oriented, proactive, and passionate about enhancing the lives of individuals receiving support.

Key Responsibilities:

Quality Assurance & Compliance

• Conduct regular audits of individual service plans (ISPs), progress notes, incident reports, and other required documentation to ensure accuracy and compliance with state and federal regulations.
• Monitor adherence to agency policies, licensing requirements, and best practices in person-centered care.
• Identify trends, gaps, or areas of concern and provide recommendations for corrective actions.
• Assist in preparing for regulatory reviews, accreditation processes, and internal audits.
• Partner with operations to implement company and local policies and procedures and verify compliance.

Service Monitoring & Improvement

• Perform on-site visits to program locations to assess service quality, safety, and compliance.
• Gather feedback from individuals receiving services, families, and direct support staff to evaluate the effectiveness of supports provided.
• Collaborate with program managers and direct care staff to implement quality improvement initiatives.
• Provide technical assistance, subject matter expertise, and work with operations to design and implement process improvement strategies.
• Support the development of policies and procedures that promote high-quality care and compliance.
• Review satisfaction survey data and support the design, implementation, and verification of improvement strategies.
• Participate in division meetings and report on quality indicators.

Training & Support

• Identify training needs and work with HR and Operations to develop resources that meet quality standards.
• Provide training on customer service, program planning, individual rights, incident management, health, safety, and other related topics.
• Work closely with managers to ensure corrective action plans are understood and implemented effectively.
• Assist with coaching and guidance to staff on best practices for documentation, service delivery, and compliance.

Risk Management & Incident Response

• Monitor incident management and reporting systems to ensure incidents are documented accurately and timely.
• Collaborate with operations leadership to design and implement risk mitigation strategies.
• Review incident data, identify patterns or trends, and work with leadership to adjust practices accordingly.
• Conduct internal investigations of incidents, allegations, and complaints, reviewing facts, determining conclusions, and advising about response actions.

Qualifications & Skills:

• Education: Bachelors degree in Human Services, Social Work, Psychology, Public Health, or a related field preferred. Relevant experience may be considered in place of a degree.
• Experience: At least 3 years of experience in human services programs, with experience in multiple service programs preferred.
• Skills:
  • Strong attention to detail and analytical skills.
  • Excellent verbal and written communication skills, with the ability to present complex information in an accessible manner.
  • Ability to work independently and collaboratively to identify areas for improvement and implement solutions.
  • Proficiency in using Microsoft Office applications, including Word, Excel, and PowerPoint.
  • Experience with electronic health records (EHR) and data management systems.
  • Ability to prioritize work demands and manage multiple tasks simultaneously.
  • Strong leadership and problem-solving skills.
  • Ability to gather data, compile information, and prepare reports.

Language Skills:

Must be fluent in English and have the ability to read, analyze, and interpret written communication. Ability to write reports, progress notes, letters, and collect data in a professional manner. Ability to communicate effectively with individuals under supervision using their primary method of communication and with employees of the organization, families, and community members.

Physical Demands:

While performing the duties of this job, the employee is frequently required to stand, walk, sit, use fingers, handle, or feel; reach with hands and arms; climb or balance (within the stipulations of medical clearance); kneel, crouch, or crawl; talk and hear. Specific vision abilities required by this job include close vision, distance vision, and peripheral vision.

Reasoning Ability:

Ability to carry out detailed written or oral instructions and apply logical thinking to analyze complex situations and problem-solve effectively.