Director, Quality Assurance

JOB SUMMARY 
 The Director of Quality Assurance supports both programs, operations, and customer service teams by developing, auditing, and enforcing practices to ensure the creation, delivery, and assessment of quality across all units of the organization. The QA function is focused on ensuring the needs and outcomes of the people. Boundless support is the primary focus of the organization’s activities.  

RESPONSIBILITIES 

1. Oversees and manages all aspects of the CQL accreditation and all other quality assurance accreditation programs. Assess and enhance the ability of the company to determine the desires of the persons served, improve personal outcomes consistent with those desires of the people we serve, and positively affect reimbursements for the organization. 
2. Works cooperatively with the Director of Compliance and Risk Management to ensure regulatory and ethical compliance and the integrity of employee practices, program policies, case files, support plans, related documentation, and other required or necessary activities. 
3. Develops and manages a Preventive Actions (PA) program that is both compliant with industry best practices but also instructive and helpful to employees and persons served. When possible, the PA program will avoid an enforcement mentality in favor of a supportive and collaborative approach to compliance and problem-solving. The PA program also seeks to identify opportunities for organization-wide process improvements. The QA Director identifies areas needing focus, sets quality goals, develops strategies, collects, and analyzes before-and-after and consumer/person-centered data, integrates programs with those of other departments, and works to facilitate team building and mission focus throughout the organization. 
4. Works closely with the CQL, CARF, and other task force teams to share information and ensure their goals are being met.  
5. Work closely with Managers, Directors, and Administration to ensure goals are met in accordance with the agency’s strategic work plan. Provides leadership, managers, board members, and other stakeholder groups with information regarding quality improvement efforts and makes recommendations for improvement in concert with CQL, CARF, and all other relevant standards.  
6. Ensure that all necessary performance and other QA data, including the CQL Database, is up to date and complete.  
7. Analyzes and reports on QA/CQL related data for PA program, improvement plans, reporting to persons served and strategic planning.   
8. Directs the creation of corrective action plans and supervises and supports staff in correctly completing and implementing them.  
9. Acts as the MUI/UI lead, coordinating the Incident Review Committee and ensuring all necessary trend/pattern reporting is submitted to required oversight agencies.  
10. Works in concert with the Director of Compliance and Risk Management to evaluate services and facilities to ensure all quality assurance, accreditation, regulatory and consumer satisfaction goals are met.  
11. Coordinates distribution, tabulation, and measurement of program satisfaction surveys for people served, guardians, families, payers, and other stakeholders.  
12. May serve or assist as single point of contact for Managed Care organization contacts, as assigned. 
13. Coordinates QA evaluation of services (record review, observation, interview). Reports on QA evaluations semi-annually as an accompaniment to the QA work plan summary. 
14. Serves as a reviewer of all draft Boundless policies to ensure they meet CQL, CARF and other accreditation requirements.  
15. Acts as the agency's Human Rights Coordinator, assuring compliance with the state regulations, coordinates training and organization of the Human Rights Committee. Ensures that the database is maintained and ensures necessary reports are submitted and finalized in a timely manner. Coordinates review of reports with agency leadership. Coordinates the input, organization, tracking, and maintenance of client information needed to support Program Management, incident management, and standing committees. Coordinates implementation and oversight of other advisory committees for persons served. Oversees and monitors any reporting and investigations for the agency.  Ensures internal and external follow-up regarding filings. 
16. Oversees and coordinates safety and site review measures in homes and facilities. Reports findings to the Facility Management Department.  
17. Assist in the development of training for staff providing services and provide training as needed. 
18. Coordinates special projects as requested. 

QUALIFICATIONS 

• Bachelor’s degree in Human Services or Business/Public Administration. Associate Degree or commensurate experience may be considered with significant prior related work experience. 
• A minimum of five years’ experience working with individuals with developmental disabilities, mental health and/or brain injury populations, or other complex needs. 
• A minimum of five years’ experience in an administrative or management role. Computer skills and experience coordinating systems is required. 
• The ability to travel to work sites. 

Competencies 

1. Personnel Management. 
2. Focus on Needs of Individuals Served. 
3. Ethical Conduct.  
4. Flexibility.  
5. Personal Effectiveness/Credibility.  
6. Composure.  
7. Teamwork Orientation. 
8. Detail Oriented. 

Supervisory Responsibility 

This position will cooperate with the Director of Compliance and Risk Management in the oversight of the Compliance Coordinator position within the Legal Department. 

Work Environment 

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. 

Physical Demands 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.  

Position Type/Expected Hours of Work 

This is a full-time position, and hours of work and days are Monday through Friday, 8:00 a.m. to 4:30 p.m. Occasional evening and weekend work may be required as job duties demand. 

Travel 

Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected for conferences or meetings.  

Required Education and Experience 

1. Bachelor’s degree from an accredited institution with business or program related fields 
2. At least ten years of full-time, paid work experience in business management and the provision of services to individuals with developmental disabilities which includes responsibility for the following functions: personnel matters, supervision of employees, program services, and financial management 
3. Excellent computer skills – including spreadsheets and word processing tools – and ability to learn new programs expeditiously.  

Preferred Education and Experience 

1. 15 or more years of experience in the provision of services to individuals with developmental disabilities which includes responsibility for the following functions: personnel matters, supervision of employees, program services, and financial management. 
2. Master’s Degree or LISW 
3. Experience with Advisor software. 

Additional Eligibility Qualifications 

The candidate must be flexible with the growth of Community Living Services in the Central Region. Must also be flexible to advise on growth opportunities in other Boundless regions.  

Other Duties 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.