Director, Data & Quality

Catholic Charities of Baltimore•Baltimore, MD

6d•Hybrid

About The Position

Catholic Charities of Baltimore is seeking a Director of Data and Quality to lead the systems, standards, and insights that support 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 closely with the Director of Performance Management to support agency-wide performance initiatives and align divisional practices with organizational standards and priorities. The Director provides strategic oversight of quality assurance, performance management, data governance, and continuous improvement. The role leads performance reviews and improvement initiatives; oversees data quality, systems, reporting, client feedback, risk, compliance, and emergency preparedness; and advises divisional leadership on strategy, operations, resource priorities, and accountability. The Director also serves as the Division’s technical systems administrator for ServicePoint and HMIS and functional lead for EHR and other systems. The position is scheduled Monday to Friday, either 8:00 AM–4:00 PM or 8:30 AM–4:30 PM. Hybrid work options are available contingent on business needs, performance expectations, and agency policy. The role is part of a trauma-informed care organization that promotes safety, empowerment, healing, and self-care.

Requirements

Bachelor’s degree in human services, business administration, public administration, healthcare administration, quality management, data analytics, or a related field; an equivalent combination of relevant education and progressively responsible experience may be considered.
Five years of progressively responsible experience in human services, quality assurance, performance management, program operations, business administration, or a related field.
Three years leading cross-functional initiatives, influencing organizational practices, using data to guide decisions, and driving accountability and improvement.
Demonstrated experience managing program data, developing dashboards and performance measures, analyzing trends, producing decision-ready reports, facilitating performance reviews, and leading measurable quality-improvement initiatives.
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, including defining measures, assessing quality, interpreting trends and causes, and communicating 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 with computer systems and software, including basic Windows PC use, web browsing, and database management systems.
Knowledge of Microsoft Office applications, including Word, Excel, PowerPoint, Teams, and OneDrive.

Responsibilities

Provide strategic oversight of divisional quality assurance, performance management, data governance, and continuous improvement.
Lead divisional performance management reviews in alignment with agency-wide standards; establish and monitor goals and key performance indicators, evaluate results, assign follow-up actions, and support accountability for sustained improvement.
Partner with the Director of Performance Management on 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, and ensure identified 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 and meet funder requirements.
Serve as the Division’s technical systems administrator for ServicePoint and HMIS, overseeing 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 the development and maintenance of standard operating procedures, user guidance, and recurring agency, program, and grant reports.
Serve on the Community Services Leadership Team and provide 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 and risks, and ensure agreed 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 and improve training, practice, and 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, and develop training, resources, and tools that support implementation and outcome measurement.
Direct divisional risk management, ensuring 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 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.