Director- Quality Assurance

Job Title: Quality Assurance Director

Reports To: President/CEO

Hours: 30 – 37.5 hours per week

FLSA Status: Salaried, exempt

Location: Scranton, PA

Outreach Culture And Benefits:

Outreach's mission statement states, " With respect for the individual and with the highest professional standards, Outreach – Center for Community Resources offers a variety of programs that promote family stability and economic self-sufficiency.". We strive to embody this mission in our employment as well. At Outreach, you will find an environment where you are family, and family comes first.

To help achieve this goal, we proudly offer the following benefits to eligible employees;

• medical, dental, and vision insurance
• short term and long-term disability
• life insurance
• generous PTO
• a 401k plan
• personal and bereavement leave time
• flexible work arrangements

Summary:

The Quality Assurance (QA) Director ensures Outreach - Center for Community Resources delivers transformative services that promote family stability and economic self-sufficiency. This leader will champion our commitment to respect for the individual, professional excellence, and inclusive programming while overseeing quality standards and regulatory compliance across our four pillars of programming (parent/child, workforce development and education, young adult, and court-related services). This role ensures that all services meet or exceed regulatory, ethical, and organizational standards and stated outcomes for funders, focusing on enhancing service delivery, efficiency, and client outcomes. The QA Director will lead efforts to foster a culture of accountability, monitoring service effectiveness, and continuously improving excellence across all programs. Working collaboratively with our dedicated team of staff and the leadership team, the QA Director, will help strengthen our impact on the individuals we serve annually.

Essential Responsibilities:

Leadership and Organizational Development

• Participate in the board of directors and board committee meetings, as requested, to provide updates and seek feedback on the organization’s operating performance.

• Promote Outreach’s established culture of respect for the individual and perform our work with the highest standards, including promoting positive interactions and collaboration across the organization and within the community

• Contributes to discussions at Administration, Manager’s, and Team meetings that propel the organization and leadership forward

• Collaborates with Outreach team members to foster transparency, accountability, and teamwork to solve organizational opportunities, needs, and challenges

• Communicates effectively to ensure work is accomplished with the highest professional standards, within established timelines, and in alignment with our mission

• Connects day-to-day work and responsibilities to organizational values and strategic plan priorities.

• Work with Board of Directors and Administrative leadership to design and implement the organization's fund development program in concert with the board's strategic plan and annual budgets

Program Quality & Regulatory Compliance:

• Partner with Program Directors to design and implement a comprehensive program design framework that is consistent across all program pillars (e.g., program descriptions, policies, practices, etc.).

• Develop, implement, and monitor detailed QA frameworks, policies, and procedures, including data collection and management, across all programs that honor participant dignity while ensuring compliance with contractual obligations

• Collaborate with program directors to develop and measure key program performance indicators and required outcomes from funders and regulatory agencies.

• Conduct regular audits and assessments to verify adherence/compliance to organizational and regulatory requirements, professional standards, and best practices.

• Lead program evaluations that measure both quantitative outcomes and qualitative impact on family stability and economic self-sufficiency, including ongoing review and enhancement of service policies, procedures, and practices to maximize impact and efficiency.

• Analyze data, reports, and feedback from clients, staff, and other stakeholders to identify areas for improvement in service delivery.

• Collaborate with Program Directors, Program Managers, and other team members to design and implement program improvement plans where needed.

• Represent the organization in external audits, inspections, and evaluations by regulatory agencies.

Data Collection & Management:

• Oversee the case management system and data collection process across Outreach’s primary case management system and other applicable systems that house Outreach data.

• Maintain updated user lists for the primary case management system and conduct user groups to ensure appropriate and full use among all programs and staff.

• Ensure all referral databases (such as Neighborly, UniteUs, Find Help, and others) are updated with current Outreach services, forwarding emails, contact information, etc.

Risk Management:

• Partner with program directors to develop innovative solutions that enhance service delivery, identify and address potential compliance issues, and mitigate program delivery risks through regular assessments and quality controls.

• Ensure adherence to confidentiality and privacy standards for sensitive participant information

Client & Stakeholder Engagement:

• Collaborate with Program Directors to gather and assess client feedback and satisfaction through surveys, interviews, and focus groups to ensure services meet or exceed expectations.

• Work closely with the Leadership Team to identify key stakeholders to ensure their needs are addressed, and their experiences are considered in the QA process.

• Monitor program accessibility and cultural competency across all service areas

Reporting and Documentation:

• Prepare detailed reports on QA performance, audit results, and action plans for senior leadership and regulatory bodies.

• Develop written program reports in conjunction with the CORD Team and Program Directors for reporting required by funders.

• Maintain accurate records of quality assurance activities, compliance documentation, and corrective actions taken.

• Ensure transparency in QA processes and provide updates to stakeholders regarding service improvements and outcomes.

• Ensure transparent reporting on program outcomes.

Staff Development & Compliance Training:

• Oversee the development and delivery of training programs to ensure staff are knowledgeable about quality assurance protocols, regulations, and best practices.

• Foster a culture of continuous improvement by providing leadership and support to staff in applying QA principles in their daily work.

Required Qualifications:

• Master's degree preferred in Social Work, Human Services, or related field

• 5 years experience in family services or workforce development programs

• 3 years leading quality improvement and compliance initiatives in community-based settings

• Deep understanding of social service regulations and compliance requirements

• Experience with program evaluation and outcome measurement

• Experience in developing and managing QA systems, audits, and compliance protocols

• Knowledge of applicable laws, regulations, and industry standards for social services

• Demonstrated commitment to diversity, equity, and inclusion

• Strong analytical and communication skills

• Proficiency in data analysis tools and quality assurance software

• Ability to build trust and rapport across diverse stakeholder groups

Core Competencies:

• Unwavering commitment to participant dignity and empowerment

• Systems thinking with the ability to implement practical solutions

• Collaborative leadership style that builds consensus

• Cultural humility and awareness

• Data-informed decision-making balanced with compassion

• Excellence in relationship building across diverse communities

• Strong attention to detail in compliance and documentation

Supervisory Responsibilities:

Supervises assigned Quality Assurance staff. Interviews, hires, and trains employees; plans, assigns, and directs work; appraises performance, recognizes employee achievements and coaches in deficient areas; addresses complaints and resolves problems.

Physical Demands:

While performing the duties of this job, the employee is frequently required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds

This position offers an opportunity to strengthen life-changing programs that have served our community since 1988. The ideal candidate will share our belief that everyone deserves the chance to succeed and will bring both professional expertise and personal dedication to this vital role.

• Outreach is an equal-opportunity employer and encourages applications from individuals of all backgrounds and experiences. We are committed to creating an inclusive environment for all employees.