CPI QA Specialist III

TX-HHSC-DSHS-DFPS • Plano, TX

2d

About The Position

The Texas Department of Family and Protective Services (DFPS) works to build on strengths of families and communities to keep children and vulnerable adults safe, so they thrive. We do this through investigations, services, and referrals. The Quality Assurance Specialist within the Child Protective Investigations program will perform advanced (senior-level) consultative services, advisory and technical assistance. The QA specialist will serve as a subject matter expert for the analysis of investigative work related to Investigations and Alternative Response cases. The QA Specialist performs highly complex consultative and analysis of investigation activities in order to make recommendations for program improvement. Performs quality assurance work involving planning, developing, and administering internal quality assurance and compliance activities. Performs advanced (senior-level) quality assurance work. Works under limited supervision, with considerable latitude for the use of initiative and independent judgment.

Requirements

• Knowledge of program planning and implementation.
• Knowledge of Investigation policies, procedures, and regulations.
• Knowledge of processes involved in developing and implementing new policies/practice changes, performance measures, and monitoring for effective change.
• Knowledge of effective training techniques for CPS field staff.
• Skill in establishing and maintaining effective working relationships.
• Skill in collaboration and problem solving.
• Skill in handling multiple tasks, prioritizing and meeting deadlines.
• Skill in exercising sound judgment and effective decision making.
• Skill in effective verbal and written communication.
• Skill in managing and tracking multiple reports.
• Ability to review, analyze and interpret data.
• Ability to effectively navigate difficult situations (including analysis and understanding of complex cases).
• Ability to gather, assemble, correlate, and analyze facts.
• Ability to prepare clear and concise reports.
• Ability to develop and analyze special projects.
• Graduation from an accredited four-year college or university.
• 5 years full time child welfare experience investigating abuse or neglect as a caseworker or above in a private or state agency. Experience must include technical work which must include analysis of work problems having an administrative aspect and interpretation of complex written material or planning, organizing and coordination requirements for support services or program operation where a wide range of demands are involved including interpretation of complex written material.

Responsibilities

• Performs an array of technical, training, research, planning, policy, program assessment, and administrative activities for Investigation and Alternative Response type cases and the Investigations Division.
• Coordinates and collaborates with program staff in program planning, development, implementation, analysis, and documentation.
• Develops and implements quality assurance initiatives by completing case readings based on a statistically valid sample size of activities conducted by CPI staff (Investigations, Alternative Response, and Special Investigations).
• Communicates case reading results to the individual worker and their supervisor/chain of command. Data gathered will be made available to supervisors and managers to utilize as a tool when evaluating staff performance using a data analyzing program (Qualtrics).
• Tracks and evaluates areas of improvement or positive performance identified when conducting case readings and assessing outcomes that will also be shared with regional leadership.
• Review and analyze investigations to include documentation, evidentiary information for various types of cases including high-risk investigations, overall history and dispositional findings for investigation fatalities, near fatalities, severe physical abuse, sexual abuse, and investigations with a proposed disposition of Unable to Determine (UTD).
• Coordinates and conducts surveys or reviews to determine compliance with legislative initiatives, federal laws, regulations, policies, and procedures.
• Provides advice and counsel by interpreting policies, procedures, rules, regulations, and standards related to the program.
• Provides consultative services to investigative staff for next steps regarding tasks and recommendations to improve the quality of the investigation.
• Consults with State Office and Regional Leadership to provide reports to CPI leadership identifying trends, patterns, strengths, and opportunity for program improvement.
• Verifies documentation and case activities through thorough evaluation of cases to ensure case actions are documented, appropriate forms are uploaded, evaluates for trends and patterns, and compliance with policy, state, and federal laws.
• Participates, oversees, and collaborates with internal divisional staff, and agency-wide staff, for the planning, developing, implementing, and corrective action planning for continuous process improvement in how DFPS establishes agency standards and performs ensures compliance with policy and state and federal laws.
• Reviews and analyzes cases, notes deficiencies, and extracts data to be verified; collects performance data; identifies adverse trends; and determines compliance with service delivery standards, program requirements, and policies and procedures.
• Responsible for conducting quality assurance activities related to performance management and helps cultivate a culture of continuous improvement.
• Analyzes trends and patterns and communicates results to management in a manner that facilitates further program improvement.
• Reviews case records to collect performance data, identifies adverse trends, and determines compliance with service delivery standards and other policies and procedures.
• Provide written feedback for case actions and recommendations for follow up to the investigator, supervisor and Program Administrator.
• Evaluates regions, program areas, units, and individual worker program performance and provides documentation, reports, and findings regarding trends, patterns, child safety issues, and compliance with policy, state, and federal laws; reads and scores case records according to policy and the instructions on the case reading form.
• Enters and processes written feedback as part of a survey document that is entered into Qualtrics, using a separate case reading survey for each type of work activity being evaluated. Using Qualtrics enables the CPI QA specialist to have a structured environment in which to gather and record case reading information. Case reading survey information will be entered into one location, allowing for easier access and research by field staff.
• Conducts analysis on case reading data at the individual, unit, region, program, or state level.
• Promotes consistency across the CPI Division to promote critical thinking among field staff while providing clear guidance in line with investigation policy, practice and procedures.
• Consult on any case with the investigator, supervisor, and Program Director to provide guidance for proper case completion, as requested.
• After completion of a case reading survey, the results are emailed to the worker and their supervisor or manager via Qualtrics. Once case reading results are received, staff must review the case reading results and make corrections, as needed. If corrections are needed and allowed by regional leadership, instructions are outlined in the email and the case reading results.
• Documents and communicates areas of positive performance as well as errors to Supervisors and Managers to review and discuss the case reading results with the worker.
• Tracks their case reads on a monthly basis to identify investigative trends and patterns related to decision making and quality improvement.
• Evaluates program compliance and procedures to identify adverse trends or problems
• Monitors, reviews, and evaluates compliance with program policies and procedures, statutes, and rules for assigned program. Assists in developing program policies, procedures, standards, and manuals in accordance with program objectives and goals.
• May analyze the application of and variations within programs to develop action plans and recommendations for improving or initiating new programs.
• Monitors required performance reports and recommends appropriate changes.
• Conducts data analysis on all case readings completed to identify trends, patterns, and/or areas of needed improvement across the CPI program. Data collected from case readings and field assessments aid the CPI QA team: identify performance trends as part of overall quality assurance at regional, district, and program levels; make recommendations for program improvement; and recognize areas of high performance.
• Reports a comprehensive summary of findings annually along with recommendations to improve the quality and consistency of CPI activities, including but not limited to: Policy changes, updates or clarifications; Training development or modifications; Compliance tracking of certain measures; or IT enhancements.
• Provides assistance and consultation to the CPI Division and other divisions related to policies, procedures, and standards of practice.
• Provide feedback related to quality child safety decisions and will improve field practice while assisting in the development and innovative changes for CPI investigative policy, best practice and procedure.
• Design criteria and methodology for data collection, collect data through conducting case reviews, analyze the data, identify trends and patters, and would make recommendations in the development of Investigations and Alternative Response policy and procedures, training, and program planning and implementation.
• Performs highly complex consultative and analysis of investigation activities in order to make recommendations for program improvement.
• Conducts analysis of monthly and annual program metrics and prepares management reports identifying trends, patterns, strengths, and opportunity for program improvement.
• Promotes quality safety decision making related to child safety and best practice related to Investigations and Alternative Response cases.
• Monitors required performance reports and recommends appropriate changes and conducts training and provides guidance to staff in the development and integration of new or revised methods and procedures.
• Conducts and coordinates case reviews that evaluate Investigation & Alternative Response activities to determine program compliance with appropriate laws, rules, policies and procedures, including the development of techniques and methodology for data collection and data analysis.
• Reviews, schedules, coordinates, and conducts quality assurance reviews of contract management activities, processes, documentation, and data to assess assurances and compliance.
• Reviews all cases assigned and provides feedback in a timely and prompt manner to identify trends, patterns and compliance with policy, state, federal, and legislative mandates.
• Receive case samples selected from various programs, assign cases to staff, and monitor the review process.
• Assess quality control reviews for accuracy and compliance with federal and state requirements.
• Reviews statutes, rules, guidelines, and audit reports and findings to promote effective activities, processes, and procedures to promote compliance with State and Federal regulations.Assesses internal and external audit results to identify, prioritize, and address risks and make recommendations for process improvements.
• Develop and conducts staff training as new program policies and procedures are implemented or new programs are mandated by the federal government.
• Develops training material on program standards; and presents information to staff
• Conducts training for all levels or staff.
• Review trends and resolves problems regarding the methods of quality control operations or procedures.
• Responsible for conducting analysis of monthly and annual program metrics and providing reports to CPI leadership identifying trends, patterns, strengths, and opportunity for program improvement.
• Provide input into the development of Investigations and Alternative Response policies and procedures, training, program planning, and implementation.
• Conducts analysis of monthly and annual program metrics and prepares management reports identifying trends, patterns, strengths, and opportunity for program improvement.
• Provides technical assistance to regional directors, program administrators, supervisors, subject matter experts, management analysts and other CPI staff involved in program improvement activities; participates in ongoing scan calls, reviewing questions as they arise, contributing to a Frequently Asked Questions list and assisting in trainings that include presenting results to field staff.
• Prepare reports and maintains records of operations.
• Completes or oversees the completion of written and verbal reports to CPI management regarding reviews, including case information and recommended actions, and monitors implementation of final recommendations.
• Compiles statistical reports based on the results of the case readings
• Performs related work as assigned.

Benefits

• 100% paid health insurance for you, and 50% paid for eligible family members—saving you hundreds every month in out-of-pocket medical costs
• Retirement plans with lifetime monthly payments after five years of state service, plus options to save even more with 401(k) and 457 plans
• Paid vacation, holidays, and sick leave so you can recharge and take care of life outside work (that’s time off you’re actually paid for)
• Optional dental, vision, and life insurance—at rates much lower than most private plans
• Flexible spending accounts for added tax savings on health and dependent care
• Employee discounts on things like gym memberships, electronics, and entertainment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees