Manager, Supportive Services Quality Compliance, Homeless Veterans Program

Job purpose

The mission of the Tunnel to Towers Foundation is to honor the sacrifice of firefighter Stephen Siller who laid down his life to save others on September 11, 2001. We also honor our military and first responders who continue to make the supreme sacrifice of life and limb for our country.

The Tunnel to Towers Foundation is committed to eradicating homelessness amongst our veterans. The Foundation is seeking an experienced Supportive Services Quality Compliance Manager to ensure consistency amongst all program staff serving Veterans who are now transitioning into permanent housing at our various sites throughout the U.S.

The Supportive Services Quality Compliance Manager will create, implement, and evaluate quality assurance, risk management, and compliance processes. They will conduct on-site audits, assessments, and investigations to ensure HVP program staff comply with internal and local guidelines for best practices, legal regulations, and ethical standards. The candidate should be able to provide actionable, data-driven insights for strategic planning and enhancing program effectiveness.

Duties and responsibilitie

• sConduct formal audits of documentation and records produced by HVP program staff to ensure accuracy, completeness, and compliance with internal and external standards
• .Perform informal on-site assessments of HVP program staff performance and service quality to identify strengths and areas for improvement
• .Identify and assess risks relating to HVP program operations and design and implement mitigation measures
• .Conduct investigations, at the request of senior management, into adverse events
• .Design, implement, and evaluate a quality improvement and compliance system in T2T Veteran's Villages
• .Facilitate training for the HVP program staff on documentation, compliance, and quality maintenance
• .Manage and maintain resident complaints, concerns, and appeals "hotline," ensuring prompt issue resolution and proper documentation
• .Develop and maintain HVP program staff and client feedback system and present potential data-driven improvements
• .Create and deliver reports on program outcomes, impact, and other trends to senior management
• .Monitor, track, and analyze incidents and adverse events to identify patterns and improve preventative measures
• .Assist in the design and implementation of HVP program documentation and policies as they relate to quality and compliance
• .Ensure the program complies with local guidelines for best practices, legal regulations, and ethical standards and update program staff and related policies on changes
• .Develop relationships with local government agencies, veteran service organizations, and community groups to ensure compliance with external guidelines and integrate feedback for HVP program improvement
• .Represent the HVP program at meetings and events with external partners to promote collaboration and information sharing

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Qualificatio

• nsBachelor’s degree in Social Work, Public Administration, or a related field is require
• d.Master’s degree in Social Work, Public Health, or a related field is strongly preferre
• d.Minimum of three (3) years of experience in quality compliance, risk management, or program evaluation in supportive housing or healthcare settings is require
• d.Familiarity with electronic health records and data systems is preferre
• d.Demonstrated knowledge of permanent supportive housing models and best practices is essentia
• l.Proven experience in qualitative and quantitative data collection, analysis, and reporting is preferre
• d.Prior experience entering, managing, and/or analyzing data is preferre
• d.Exceptional verbal and written communication skills, with the ability to present complex data clearly and effectively to various audience
• s.Strong analytical and problem-solving skills to address challenges and implement improvement
• s.Advanced computer literacy, including proficiency in Microsoft Office Suite, data management systems, and compliance tracking tool
• s.Willingness to travel nationally up to 30% of the tim
• e.Ability to manage sensitive and confidential information with discretio
• n.Capacity to work collaboratively with diverse stakeholders and maintain strong relationships across multiple sector
• s.Detail orient
• edProficient in Microsoft Office/ Google Suite (or equivalen

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Working conditi

onsSpecial working conditions may include: a change in days worked, shift hours, and/or working conditions (outdoors or other locations) when participating and assisting in special events such as need