Job Abstract

COMPANY OVERVIEW

Volunteers of America Chesapeake & Carolinas empowers self-reliance and inspires hope. As a church without walls, we do this through personalized housing, ministry, health, and human services that benefit vulnerable individuals, their families and the community. Founded in 1896 in Baltimore, MD by social reformers, Ballington and Maud Booth, we were one of the first of over 30 affiliates of Volunteers of America – one of the nation’s largest and most comprehensive human services organizations.

Our founders envisioned a movement dedicated to reaching and uplifting the American people. On behalf of the organization, the Booths pledged “to go wherever we are needed, and do whatever comes to hand”. Their declaration continues to guide Volunteers of America's impact on “Helping America’s most vulnerable”.

Through a dedicated and committed team of more than 850 employees and thousands of volunteers, we provide critical care, support services and hope to thousands of people each year throughout Virginia, Maryland, the District of Columbia and the Carolinas. We firmly believe our employees drive the success of the organization. Through our diversity, equity and inclusion efforts, we endeavor to attract, engage and retain qualified, diverse, compassionate individuals to join our journey and experience a work environment that offers challenging, stimulating and financially rewarding opportunities.

JOB SUMMARY

The Director of Quality Assurance (QA) reports to the SVP of Clinical Strategy and is a key member of the Program Leadership Team. Overall, The Director of QA is responsible for managing aspects of quality, safety, performance improvement, consumer experience and accreditation. The role seeks to improve consumer care by developing quality improvement, outcomes and consistent practices and policies by measuring and reporting relevant information. Performs data collection, management and reporting. The Director of QA will also support the organization by providing leadership that ensures the delivery of first-class quality services. This includes driving continuous quality improvement, best practices and operational/organizational efficiencies. Key areas of responsibilities include driving data collection and supporting data driven decisions, embedding evidence-based practices across the organization, managing CQI/key performance indicators as well as maintaining and advancing accreditations. This role supports the Policy and Procedures development.

RESPONSIBILITIES:

Program Leadership

• Collaborates with a team that is responsible for the daily operations and service output of the Organizational Excellence support unit.

• Supports business opportunities (i.e. contracts, RFP’s, grants) and program development within the Organizational Excellence lens and clinical expertise.

• Collaborates with Regional Vice Presidents and functions as an internal thought partner on strategic approaches to service line development.

• Collaboration with the various business support unit leaders to achieve objectives as needed. (HR, IT, FIN & Marketing/Communication/Development).

• Collaborate and support Human Resources on the Diversity, Equity and Inclusion initiatives organization wide and lead the clinical internship program for clinical staff.

• Develop and guide implementation of organizational systems to support operational excellence (such as utilization management, internal Key Thinker groups, Lean/Six Sigma or equivalent).

• Participates with the Policies and Procedures Committee, Risk Management Committee, Incident Review Committee and One-Body Leadership Meetings.

Quality Assurance and Compliance

• Expand and support organizational competence, credentialing, specializations and accreditation in relevant areas such as, but not to: Healthcare integration, Multicultural Competence/Care, Trauma Informed Care, etc.

• Leads and oversees organization wide accreditation processes (i.e. CARF and ACA).

• Drive and support the electronic health record/case management system development and implementation organization wide (i.e. Foothold).

• Guide the development and implementation of standards supporting an integrated care delivery system; data management to support decision-making; and manage health information quality and outcomes (i.e. electronic health record choice for organization).

• Creates, monitors and directs Key Performance Indicators across the organization. This includes providing regular executive level reports to the Executive Leadership Team and Board of Directors as needed.

• Lead the design and monitoring of the organization’s continuous quality improvement and assurance programs.

• Facilitate, track and monitor corrective action plans and systems from an organization wide lens.

• Serves as the organization’s HIPPA Compliance Officer.

• Ensure compliance with state, federal and other regulatory standards.

Professional Development and Evidence Best Practices

• Collaborate with the executive leadership team members to assist in the development of clinical programs and support the clinical expertise of staff to embed professional development and evidence-based training in services across the organization.

• Collaboration with Human Resources to contribute to the development and maintenance of the learning management system, which includes creation of curriculum for learning platforms and materials.

• Delivers employee training on organizational excellence and expectations.

• Performs facilitation for virtual and in person training programs as needed.

EFFECT ON END RESULT:

• Assurance of the delivery of first-class services organization wide, documented with data.

• A KPI dashboard including satisfaction surveys systems/data exists and drives decisions.

• Measurable quality EBPs and LMS systems across organization.

• Maintenance of current accreditations and expansion of organizational credentials.

• Development of robust organizational wide level CQI systems that ensure programs meet all expected program outcomes, stakeholder requirements as well as the expectations of the persons served.

• Implement systems and processes to drive improvements in organizational and operational practices.

• Operational efficiency, service delivery and financial performance will be improved.

REQUIREMENTS

• Master’s degree in Human Services or related field.

• Clinical licensure preferred (LCSW, LCPC, LIPC, LMFT).

• Minimum of seven (7) years of experience with CQI, training and accreditation.

• Five (5) years of managerial experience of remote and high functioning staff.

• Experience working in a multi-cultural human services non-profit organization.

• Experience with learning management systems (i.e. Paycom, Health Stream), creating learning management system curriculum as well as conducting and facilitating virtual and in-person trainings.

• Experience driving and implementing evidence-based practices (EBPs) and aligning EBPs to diverse integrated service lines (i.e. Intellectual/Developmental Disabilities, Homeless Services, Justice-Involved, Behavioral Health, Mental Health, Substance Use Disorders, Primary Care, Veterans, Supportive Housing).

• Experience with continuous quality improvement systems and development of quality plans for areas of residential and non-residential settings in the behavioral health and homeless services for veterans and family populations.

• Experience with CARF, ACA and/or other accreditation bodies (i.e. JCAHO, NCQA).

• Experience with and knowledge of diverse funding streams (i.e. fee-for-service, cost reimbursed, pay for performance, Medicaid billing, MCO contracts, etc.).

• Strong problem solving and execution skills.

• Proven change management skills with excellent verbal and written communication skills.

• Experience working with state health plans, MCOs, ACOs, HEDIS measures a plus.

• Experience with progressive improvement/efficiency tools (i.e. Six Sigma Lean) a plus.

• Bilingual in any language a plus.

PHYSICAL REQUIREMENTS:

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

• The ability to safely operate a motor vehicle to transport oneself, consumers, and program supplies as necessary.

• The physical ability to travel to assigned locations, stand, stoop, bend, reach, pull, push, lift, grasp, climb, talk, see, hear and perform basic and light home maintenance activities, and operate office equipment.

• Operating office equipment requiring continuous or repetitive hand/arm movements.

• The ability to remain in a sitting position for extended periods of time

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.