Director, Data & Quality

Catholic Charities of Baltimore•Baltimore, MD

15h•$93,000 - $98,000•Hybrid

About The Position

Catholic Charities of Baltimore is seeking a Director of Data and Quality to lead the systems, standards, and insights that drive safe, equitable, effective, and accountable service delivery across the Division. The role integrates quality assurance, performance, data governance, client experience, professional practice, and risk to turn information into action, align stakeholders around shared priorities, and advance sustainable improvement. The Director works in close partnership with the Director of Performance Management to support agency-wide performance initiatives and align divisional practices with organizational standards and priorities. The position is scheduled Monday to Friday, either 8 AM–4 PM or 8:30 AM–4:30 PM. The Director provides strategic oversight of divisional quality assurance, performance management, data governance, and continuous improvement. The position leads performance reviews and improvement initiatives, establishes and monitors performance measures, analyzes program and operational data, and ensures follow-up actions are completed and sustained. It directs data governance and controls, oversees ServicePoint and HMIS administration, provides functional leadership for EHR and other systems, and maintains procedures and reporting. The Director also serves on the Community Services Leadership Team, supports strategic and operational decisions, leads change management, oversees client-satisfaction measurement, and promotes trauma-informed, ethical, equitable, and consistent professional practice. The position directs divisional risk management and compliance, coordinates investigations and root cause analyses, oversees emergency preparedness, prepares risk and compliance reports, and represents the Division on agency committees. A bachelor’s degree in a relevant field and five years of progressively responsible related experience, including three years leading cross-functional initiatives, are required; an equivalent combination of education and experience may be considered. The role requires demonstrated data, performance-review, quality-improvement, and client-service or electronic-record-system administration experience, as well as extensive knowledge of nonprofit best practices, program evaluation, regulations, and procedures. Hybrid work options are available, contingent upon business needs and performance expectations and in alignment with Agency policy. The work may involve extended stationary periods, moving between work sites, communication with others, repetitive hand and wrist motions, and sufficient hearing and vision to drive safely and observe and communicate with others.

Requirements

Bachelor’s degree in human services, business administration, public administration, healthcare administration, quality management, data analytics, or a related field.
Five years of progressively responsible experience in human services, quality assurance, performance management, program operations, business administration, or a related field, including three years leading cross-functional initiatives, influencing organizational practices, using data to guide decisions, and driving accountability and improvement.
An equivalent combination of relevant education and progressively responsible experience may be considered if it demonstrates the required knowledge, leadership capability, and technical competencies.
Demonstrated experience managing program data, developing dashboards and performance measures, analyzing trends, producing decision-ready reports, facilitating performance reviews, and leading quality-improvement initiatives with measurable outcomes.
Experience administering client-service, case-management, or electronic-record systems, including configuration, access and permissions, licensing, integrations, vendor coordination, troubleshooting, data transfers, business continuity, staff training, workflow support, user adoption, and data-quality monitoring.
Extensive knowledge of nonprofit best practices, program evaluation methods, processes, regulations, and procedures.
Advanced critical thinking and judgment to resolve operational and risk challenges and advance divisional priorities.
Strong data literacy to define measures, assess quality, interpret trends and causes, and communicate actionable recommendations to technical and nontechnical audiences.
Ability to communicate complex information clearly and persuasively and translate it into actionable guidance and stakeholder alignment.
Ability to build high-trust relationships that strengthen collaboration, accountability, and service excellence while demonstrating discretion, professionalism, confidentiality, and integrity.
Strategic planning and disciplined prioritization of competing demands while ensuring accurate, efficient, and consistent execution.
Integrity, accountability, ethical judgment, conflict-management skill, and autonomy in advancing divisional goals.
Proficiency using computer systems and software, including basic Windows PC, web browsing, database management systems, and Microsoft Outlook; knowledge of Microsoft Office applications such as Word, Excel, PowerPoint, Teams, and OneDrive is also mentioned, but the sentence is incomplete in the posting.

Responsibilities

Provide strategic oversight of divisional quality assurance, performance management, data governance, and continuous improvement, establishing standards and accountability aligned with organizational priorities and equitable, trauma-informed, outcomes-driven practice.
Lead divisional performance management reviews in coordination with the Director of Performance Management; establish and monitor measurable goals and key performance indicators, evaluate results, assign follow-up actions, and promote timely, sustained improvement.
Partner with the agency’s Director of Performance Management to advance agency-wide standards for data integrity, performance accountability, client outcomes, and continuous quality improvement.
Serve as the Division’s primary liaison for agency-wide performance initiatives; respond to requests, facilitate reviews of program operations, data collection, and client service processes, and ensure improvements are implemented effectively and on time.
Direct data governance, quality controls, workflows, and documentation standards to ensure information is accurate, timely, compliant, audit-ready, and usable for decision-making and reporting.
Analyze program, client, and operational data to identify trends, risks, strengths, and performance gaps, and translate findings into recommendations and actions.
Partner with divisional leaders to design, implement, monitor, and evaluate quality-improvement initiatives; establish corrective actions and verify completion, sustainability, and results.
Partner with divisional leaders and Development to define, monitor, validate, and report program and grant outcomes that demonstrate effectiveness, meet funder requirements, and inform strategy.
Administer ServicePoint and HMIS, including system configuration, permissions, licensing, integrations, vendor coordination, troubleshooting, data transfers, compliant use, and data continuity; serve as functional lead for EHR and other systems, supporting training, workflows, adoption, and data quality.
Direct development and maintenance of standard operating procedures, user guidance, and recurring agency, program, and grant reports.
Serve on the Community Services Leadership Team, providing expertise in quality, performance, data, risk, and client experience to inform strategy, resource priorities, operational decisions, and executive accountability.
Partner with program leaders to assess operations and system effectiveness, identify gaps, risks, and emerging needs, and ensure improvements are implemented, monitored, and sustained.
Lead change management for new standards, systems, and practices by engaging stakeholders, communicating expectations, addressing barriers, clarifying accountability, and monitoring adoption and effectiveness.
Oversee client satisfaction measurement and integrate client feedback with performance data to set priorities, shape training and practice improvements, and strengthen the client experience.
Establish and monitor trauma-informed, ethical, equitable, and consistent professional practice standards; address gaps through guidance, training, and corrective action.
Research and evaluate evidence-informed practices and process improvements; develop training, resources, and tools to support implementation, program effectiveness, and consistent outcome measurement.
Direct divisional risk management so risks and incidents are identified, documented, investigated, mitigated, escalated, and reported in accordance with agency standards and applicable requirements.
Coordinate incident investigations and root cause analyses with relevant agency departments; establish corrective actions, assign accountability, and verify timely completion and effectiveness.
Monitor compliance with regulations, agency policies, professional standards, and ethical requirements; escalate significant concerns, direct remediation, and verify corrective measures.
Oversee divisional emergency preparedness, maintain current protocols, and ensure staff receive appropriate training, guidance, and practice.
Prepare and validate timely risk and compliance reports, communicating trends, root causes, corrective actions, and outcomes to support leadership decisions and risk reduction.
Represent the Division on agency Compliance and Emergency Preparedness Committees, communicate divisional risks and obligations, and ensure assigned follow-up actions are completed.
Perform other duties as assigned in support of divisional and organizational priorities.