Incident Management Specialist

East House Corporation • Rochester, NY

6d • Onsite

About The Position

East House is a dedicated non-profit organization committed to supporting individuals on their journey to recovery. We provide comprehensive services, including residential support, counseling, peer support and community outreach to empower individuals to overcome mental health and substance use disorders and lead fulfilling lives. Our mission is to foster a supportive environment that promotes healing and long-term recovery, while upholding our humanistic, optimistic, progressive, and collaborative values rooted in integrity. The Incident Management Specialist (IMS) will work in collaboration with the Director of Quality Assurance (Director of QA), the Quality Assurance team (QA team) and Programs to manage the development, implementation, and review of incident management frameworks to ensure the facilitation of best practice across all parts of the organization. The focus will be on establishing and improving systems and processes to monitor and reduce the incidence of adverse events and enhance client and staff safety. In compliance with NYS's Pay Transparency Act, the salary range for this position is listed above. East House considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as, market and organizational considerations when extending an offer. The hiring process for this position may require a criminal background check and/or motor vehicle records check. Any verbal or written offer made is contingent on satisfactory results, as determined by Human Resources.

Requirements

• Bachelor’s degree in human service-related field and five years’ paid human service experience.
• NYS motor vehicle license, safe driving record and availability of personal vehicle for work.
• Demonstrated ability to communicate effectively and work cooperatively with other staff and community professionals and communicate with others both verbally and in written format.
• Ability to read and interpret policies, procedures and various other information.
• Demonstrated organizational and teaching abilities.
• Demonstrated ability to develop, implement, and evaluate staff development and quality assurance activities.
• Demonstrated ability to manage sensitive client information, adverse clinical and medical events, and sensitive agency information and have ability to maintain emotional control under stressful situations.
• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Intermediate Computer Literacy as evidenced by the ability to go online and conduct basic searches on the Internet, check his/her email account, create, and send email with an attachment and use simple email features.
• Can open spreadsheets and word processing documents to read and make simple edits.
• Can effectively use spreadsheets and other reporting tools to extract, utilize and report data in a meaningful way.
• Can access and properly utilize external reporting platforms to fulfill required reporting requirements.
• Intermediate Microsoft Word skills as evidenced by the ability to produce basic business letters and simple tables and charts; as well as check spelling, set tabs, change page orientation, sort, save, open, and organize electronic files.
• Humanistic, Collaborative, Optimistic, Progressive, Integrity.
• Represents the organization professionally and aligns with its mission.
• Performs work with integrity and in compliance with established processes, procedures, and regulations.
• Takes responsibility for all work activities and personal actions.
• Follows through on commitments; implements decisions that have been agreed upon.
• Maintains confidentiality with sensitive information.
• Acknowledges and learns from mistakes without blaming others.
• Recognizes the impact of one’s behavior on others.
• Values and appreciates the unique backgrounds, experiences, and perspectives of every individual.
• Actively includes others in conversations and decision-making, fostering connections by learning about others' interests, and celebrating achievements to make individuals feel valued.
• Listening without judgment, communicating and interacting politely and civilly, and acknowledging others' contributions to show appreciation and build trust.
• Offering help, encouraging collaboration, and creating safe spaces where everyone feels comfortable sharing ideas and concerns.

Nice To Haves

• Master’s degree in human services and three years’ paid human services.
• Incident management training by OMH, OASAS and/or Justice Center preferred.
• Knowledge of Monroe County mental hygiene service system is preferred.

Responsibilities

• Shares responsibility with the QA team to investigate incidents for all licensed and unlicensed programs.
• Manages the lifecycle of the incident process from open to closure in the internal reporting system.
• Supports programs with incident management oversight, guidance, and consultation.
• Delegates incidents to QA team for triage and follow-up.
• Supports the QA team and programs with incident management oversight, guidance, and consultation through facilitation of QA Incident follow-up meeting.
• Coordinate agency interaction with the Justice Center, OASAS and OMH relative to significant incidents including allegations of abuse and neglect.
• Provides all requested documentation to the state oversight agency.
• Reviews and follows up on all incidents occurring in licensed and unlicensed programs. Follow-up can include phone or e-mail inquiries, technical assistance, investigation reviews, on-site investigations and site visits.
• Provides oversight and technical assistance through the process for reviewing sentinel events (unexpected occurrences involving death or serious physical injury, or risk thereof). IMS will review and track root cause analyses and associated corrective action plans.
• Participates/conducts special Investigations that are exceptionally serious incidents to determine and mitigate the underlying systemic causal factors associated with the adverse event.
• Shares on-call responsibilities with Director of QA for triaging and investigating exceptionally serious incidents that occur within the organization.
• Assists in the development, implementation, revision, and review of all organizational policies related to incident management and safety.
• Participates and assists in other projects as required in the delivery of functions of Quality, Safety, and Incident Management.
• Ensures day-to-day operations of the incident reporting system and transmission of data and reports to the appropriate regulatory or state oversight agency (Justice Center, OMH, OASAS, DOH, Health Homes, and County).
• This includes moving the incident through various stages of the internal process and entering and monitoring investigation information within state oversight agency databases (NIMRS, WISR, AARM reporting as examples).
• Assists in the preparation and analysis of data for quality, incident management and compliance purposes for key organizational and governance committees.
• Identification and review of incident patterns and trends.
• Monitoring of incident management practices and developing proactive strategies for risk reduction, error prevention and performance improvement.
• Manages and facilitates monthly Incident Review Committee (IRC) meetings including identification & preparation of cases, preparation of data and agendas and ensures that recommendations and corrective actions are monitored, tracked to completion, and presented to the IRC.
• Coordinates with program leaders to ensure accurate and timely follow-up completion.
• Manages incident review period cycle to ensure incidents are reviewed within the time period set forth by state oversight agencies.
• Develops and provides core in-service training, and other identified training as needed, and evaluates outcomes.
• Performs periodic audits in coordination with the QA specialists.

Benefits

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Reasonable accommodations will be made on a case-by-case basis.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level