Quality Specialist

Performance and Quality Specialist –
SCO Family of Services

• Assist program staff to meet Federal, State and local code and regulations and accrediting body standards.
• Facilitate the preparation of Annual Action Plans in support of long‑range strategic plans, including submission at the beginning and end of the year, as well as quarterly reporting.
• Conduct Case Record Review activities and prepare quarterly and annual Case Record Review reports, aggregating data, analyzing trends, and working collaboratively with program staff regarding follow‑up activities and improvements.
• Coordinate and/or conduct Consumer Safety activities, including investigations, assessments, and evaluations of critical/serious incidents, accidents and grievances; track incident/accident/grievance data; conduct case reviews related to incidents; and work closely with the Incident Management Unit on incident management requirements.
• Prepare quarterly and annual Consumer Safety reports, aggregating incident/accident/grievance data, analyzing trends, and collaborating with program staff on follow‑up activities.
• Prepare for, schedule and conduct Program Incident Review Committee (PIRC) meetings at least quarterly, usually every other month if necessary.
• Conduct and/or coordinate the implementation and ongoing administration of Customer Satisfaction Surveys, aggregating data, analyzing trends, preparing the Consumer Satisfaction Survey report and facilitating feedback mechanisms.
• Prepare quarterly and annual Internal Quality Monitoring reports capturing key program indicators and other quality improvement data involving trends and collaborating with program staff on follow‑up activities.
• Facilitate the submission of Outcome Measures: track key outcomes and performance measurements throughout the year, aggregating data and analyzing trends.
• Develop, as needed, and/or utilize agency systems for ongoing program data collection and trend analysis, including demographics, incidents, investigations, and program‑specific demographics.
• Assist with the formulation, implementation and monitoring of corrective actions to ensure program improvement, including policy/procedure development, system reviews, establishing benchmarks, personnel assignments, training, and tracking implementation.
• Participate in Quality Team meetings, communicate results and recommendations to key audiences, and present Quality Improvement reports to staff with trend analysis.
• Ensure implementation of requirements as indicated in the agency Quality Improvement manual.
• Assist staff with updating the Program Manual to reflect new or updated regulations and protocols.
• Coordinate and assist with reaccreditation preparation activities (Council on Accreditation and Praesidium).
• Complete all mandatory and assigned training requirements.
• Perform other quality improvement tasks as assigned.

• Bachelor’s degree required;
  Master’s degree preferred in Human Services, Social Work, Health Care Administration, Public Administration, or a similar field.
• One year of experience in quality improvement, program evaluation and/or administration in not‑for‑profit settings preferred.
• Experience with computer database and word‑processing programs such as MS‑Office Suite (Word, Excel, Access) to create and maintain databases, track and analyze information and data.
• Experience with audit preparation, accreditation or survey activities (especially COA), TQM, CPI and outcomes measurement desirable.
• Good oral and written communication skills.

Must be a team player, engaging people throughout the agency, interacting with administrative and managerial staff as well as supervisory and direct‑care staff. Must exhibit strong sensitivity to cultural differences, set limits and boundaries, maintain role, and intervene appropriately as a quality‑improvement staff member.

Work conducted in office and program environments. Must be willing to travel to facilities located in Brooklyn and Queens.

Entry level

Full‑time

Human Resources;
Individual and Family Services