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 #: 204-02-25

Closes: March 17, 2025 (Last day for lateral internal transfers 2/27/25).

Location: Woodburn, OR

Salary: Starting at $5,335 per month with excellent benefits (see below)

Agency Sponsored benefits: Medical/Dental, Paid-time off, Public Employee Retirement (PERS), Employee Assistance Plan, Long Term Disability. Great culture.

Employee paid benefits: 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

• 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.

Ensure Non-English speaking consumers receive services

• Communicate with and provide services to consumers whose primary language skills are non-English
• Serve as an interpreter for the Agency in the identified language pair, including oral and written, interpreting and explaining forms, rules, policies, etc.
• Translate written materials

Secondary Functions

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

Supervisory Responsibilities

None

Experience and Skills:

Minimum Qualifications

A qualified applicant will have a minimum of two (2) years of equivalent combination of education and/or experience which demonstrates the knowledge, skills and abilities required. In addition, will also have at least one (1) year of Eligibility Specialist experience. The following experience is preferred but all qualifications meeting the minimum requirements will be considered:

• Bachelor’s degree in social sciences or related field of study
• Three years of experience working with social service programs in a similar capacity with similar populations
• Ability to secure and maintain a driver’s license valid in the state of Oregon, or an acceptable alternative means of transportation
• Successful completion of a background check
• Successful completion of a language proficiency test

Knowledge, Skills, and Abilities

The successful applicant must have the following general skills, including the ability to:

• Speak, read, write and understand English
• Apply evaluation, analytic and writing skills
• Read, interpret and explain policies to others
• Organize and prioritize tasks to meet required time timeframes
• Collaborate and coordinate with others
• Build relationships and network
• Exhibit excellent interpersonal communication and listening skills
• Exhibit good judgment, and use courtesy and tact
• Follow verbal and written instruction

The successful applicant must have the following job-specific skills, including the ability to:

• Maintain knowledge of Agency programs, and gain advanced knowledge in areas assigned
• Obtain thorough knowledge of related Agency policies, procedures and program tools
• Maintain knowledge of training techniques
• Train others through a variety of methods such as classroom training, written materials, electronic means, including video-conference, etc.
• Coach, mentor and provide effective correction and direction
• Maintain thorough knowledge of compliance and quality requirements
• Learn and apply policies, regulations, requirements and rules around mandatory reporting, and involving privacy and confidentiality

Other Requirements

The successful applicant must have the following skills, including the ability to:

• Support the agency’s mission, ethics, and values
• Secure and maintain a valid driver’s license in the state of Oregon, or an acceptable alternative means of transportation
• Commit to regular attendance as it is required to meet the demands of this job
• Pass a criminal background check successfully
• Maintain and share information according to privacy regulations
• Serve as a mandatory reporter of suspected abuse of vulnerable populations as required by policy and regulation
• Complete necessary work as assigned

Work Environment and Physical Demands

Eligibility Specialists typically work in an office environment. They must be able to:

• Use a computer, telephone, and other office equipment
• Tolerate and be able to work where the noise level is that of a typical office
• Encounter frequent interruptions throughout the work day
• Regularly sit, talk, or hear
• Use repetitive hand motions
• Handle objects and sustain a sense of touch
• Stand, walk, reach, and bend
• Lift up to 25 pounds
• This position requires occasional travel to consumers in a variety of settings, homes, facilities, etc. of varying levels of cleanliness and repair. Travel to other offices may require overnight stay. Field work requires driving an Agency car or personal vehicle, and carrying and using a laptop computer.

Contact with the public in home or office environments may risk exposure to people with contagious diseases or irrational/hostile behavior and contact with domestic animals.

The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Classification: Quality Assurance Specialist

Position Number: Varies

Salary Range: UN22

FLSA Status: Non-exempt

Unit: Quality Assurance and Improvement

Location: Varies

Reports To: Quality Assurance Manager

Union Status: Unrepresented

Last Revision Date: April 2022

This job description is a general guide for the job to be performed and does not cover everything. Employees may be required to perform other duties, including covering for, and in, other offices. Employees are expected to follow and perform other job-related duties requested by their manager.