Division Director of Quality Assurance-Human Services

The Arc of Opportunity•Fitchburg, MA

6h•Onsite

About The Position

The Arc of Opportunity is seeking a strategic leader for the Division Director of Quality Assurance team. This role is for an experienced Human Service worker with a passion for maintaining license readiness and a keen eye for detail, believing that quality assurance and compliance are crucial for driving the Agency's mission. The successful candidate will lead, innovate, and ensure a commitment to excellence across all agency programs. The position involves developing, implementing, and monitoring quality assurance processes for all agency programs, services, and supports, including compliance with regulatory, licensing, funding mandates, and organizational standards. Responsibilities also include assisting in the evaluation of services to supported individuals by compiling, configuring, and analyzing compliance data, managing databases related to program goals and performance indicators, and providing tools to meet regulatory requirements and implement best practices. The Director will lead the quality assurance team in performing functions accurately, timely, and efficiently using computerized systems, and will oversee the agency’s Referral Coordinator and processes to enhance referral workflow.

Requirements

A valid driver’s license and acceptable CORI and driving record are always required during employment with The Arc of Opportunity.
Bachelor's degree required.
At least three to five years of experience implementing quality assurance initiatives.
Knowledge of regulatory mandates and quality standards issued by oversight agencies.
Demonstrated managed care experience in a social service or medical environment.
Demonstrated strong statistical analysis skills.
Ability to communicate effectively with individuals at all levels of the organization.
Ability to navigate databases, interpret results and formulate recommendations and reports.
Excellent communication, interpersonal, and organizational skills.
Ability to work independently and travel to off-site locations.
Maintain certifications in CPR & FA, MAP, and CPI.

Nice To Haves

Master’s degree preferred.

Responsibilities

Oversees the implementation and application of licensing and accreditation standards for DDS, MassHealth, CARF, the organization, etc.
Serves as the agency's Human Rights Coordinator and facilitates Human Rights Committee meetings. Acts as the human rights liaison for the organization.
Monitor internal/external complaints, DPPC, investigations, related to individuals. Conduct fact finding reviews as needed, respond to all action admin reviews and responses.
Conducts and designs the annual and periodic satisfaction surveys process for individuals, families, guardians, external stakeholders, and produces analysis and recommendations.
Takes measures to ensure compliance with regulatory mandates of state and federal contract agencies, funding groups and the Agency; tracks compliance mandate information at established intervals; provides reports to assist the CPO and other agency administrative staff.
Ensures that all information required by the agency and regulatory groups is thorough, accurate, accessible and in compliance with quality and regulatory guidelines and standards.
Institutes procedures for collecting, analyzing, and reporting agency-wide performance information; prepares statistics and conducts analyses based upon quality indicator data; identifies missing or substandard documentation and takes measures to ensure that information is corrected; prepares comprehensive reports as appropriate.
At established intervals and as needed, facilitates various QA meetings to provide leadership, staff, Board of Directors, and other stakeholder groups with information regarding quality improvement efforts as well as recommendations for improvement.
Develops recommendations for procedures and policies which comply with State and Federal regulations as well as enhance the overall operations of the Agency.
Interprets performance indicators and compliance requirements; communicates 4/2026 requirements regarding accountable reporting and record-keeping to appropriate personnel; formulates recommendations to improve flow, integrity, and quality of information across all levels of the Agency.
Maintains on-going knowledge of regulatory mandates and Agency standards and guidelines; under the direction of the Vice President and Chief Program Officer, develops procedures to help the Agency comply with new or changed regulations or procedures driven by state, federal or other regulatory mandates; communicates standards to program groups.
Assesses all site-specific processes regarding supported Individual’s Confidential information, financial management, communication systems, supports and safeguards; provides guidance to Division Directors to resolve compliance problems and address quality issues.
Maintains an audit review calendar; regularly self-audits records and documents to ensure that the Agency meets all record-keeping and reporting requirements; assists program directors with internal department audits prior to review and recertification visits by regulatory and/or funding groups.
Ensure MAP DPH Licenses, Safety plans, and all other related program licenses and certifications are up to date, current, and posted.
Conducts regular on-site visits, audits, and trainings related to quality standards.
Other duties as assigned.