Youth Engagement Manager

Overview

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Job Description - Youth Engagement Manager (2500083B)

The Office of the Child Advocate (OCA) is an independent executive branch agency with oversight and ombudsperson responsibilities, established by the Massachusetts Legislature in 2008. The OCA s mission is to ensure that children receive appropriate, timely, and quality state services, with a focus on the Commonwealth s most vulnerable and at-risk children. Through collaboration with public and private stakeholders, the OCA identifies gaps in state services and recommends improvements in policy, practice, regulation and/or law.

The OCA also serves as a resource for families who are receiving, or are eligible to receive, services from the Commonwealth.

The Quality Assurance (QA) Team at the OCA focuses on improving the quality of state service delivery by responding to individual concerns about children received via our Complaint Line and evaluating statutorily required critical incident reports and supported reports of abuse and/or neglect of children in out-of-home settings. The QA Team informs the OCA’s policy initiatives and recommendations related to state service quality and delivery, child maltreatment, preventable childhood injuries, and related risk factors.

Under the general direction of the Senior Quality Assurance Manager, the Youth Engagement Manager manages the OCA Youth Engagement Program and supports the QA team in evaluating the quality of state services provided to individual children and families as well as identifying systemic gaps, trends in issues related to service provision, and opportunities for improvement in state agency policy and practice.

• Perform Ombudsperson function for the Youth Engagement Program and/or OCA Complaint Line, including responding directly to complaints and/or requests for information and resources from the public, with a focus on inquiries received from youth.
• Support the Senior Director of Quality Assurance and/or Senior Quality Assurance Manager in developing and executing the Youth Engagement Program, including strategic planning and program sustainability, coordination and outreach, research and knowledge of youth engagement best practices.
• Provide expert guidance and strategic recommendations to internal OCA leadership and/or stakeholders by analyzing Youth Engagement Program technical challenges, identifying opportunities, and delivering solutions that align with OCA objectives.
• Identify case practice concerns, trends, gaps and areas for system-wide practice or policy improvements based on a multifaceted analysis of information gathered through the Youth Engagement Program. Establish and measure Key Performance Indicators for the Youth Engagement Program. Report on programming activities and data patterns and trends.
• Independently conduct case reviews of inquiries received via the Youth Engagement Program and/or OCA Complaint Line. Provide clinical analysis and written reports concerning all case reviews and findings, including feedback to state agencies with identified policy and practice concerns. In collaboration with the Senior Quality Assurance Manager, identify next steps for resolution and/or OCA intervention if required.
• Participate in and/or support the OCA QA Division core function work and/or on special projects related to the OCA QA Division work, particularly the Youth Engagement Program. May represent the OCA at work group meetings, as requested.

Applications are to be submitted on the Mass Careers website:
Mass Careers. A cover letter and resume are required parts of the application. Review of applicants will start immediately and continue while the position is posted, with first consideration given to those received on or before Wednesday, January 7th, 2026.

This position requires extensive travel across Massachusetts and an ability to work flexible hours Monday - Friday, including evenings. Please note that this job also requires an individual to work in-person at the OCA’s Boston office 1-2 days per week.

The OCA is committed to creating and supporting an inclusive work community that is free of all forms of discrimination. The OCA does not tolerate discrimination or harassment on the basis of age, color, disability, gender identity, genetic information, national origin, parental status, political affiliation, race, religion, sex, sexual orientation, veteran status, or any other basis under Massachusetts law.

The OCA encourages applicants from a broad spectrum of backgrounds to apply for positions, including candidates who have personal and/or professional history with the child protective and/or juvenile justice systems. Bilingual applicants are encouraged to apply.

Required Qualifications:

• Experience working with and interviewing youth, particularly vulnerable populations of youth
• Strong knowledge of Massachusetts child serving agencies and…