Incident Management Specialist

EAST HOUSE CORPORATION•Rochester, NY

6d•$28 - $35

About The Position

East House is a nonprofit organization supporting individuals in recovery through residential support, counseling, peer support, and community outreach. The Incident Management Specialist (IMS) collaborates with the Director of Quality Assurance, the Quality Assurance team, and program staff to develop, implement, and review incident management frameworks across the organization. The role focuses on improving systems and processes to monitor and reduce adverse events and enhance client and staff safety. The IMS oversees incident processes from initial reporting through closure, supports and consults with programs, coordinates reporting and communication with state oversight agencies, and helps review serious events and investigations. The position also manages incident data and review processes, facilitates the monthly Incident Review Committee, develops and delivers training, and conducts periodic audits in coordination with Quality Assurance specialists. The role shares on-call responsibilities with the Director of QA for exceptionally serious incidents. The position requires a bachelor’s degree in a human service-related field and five years of paid human service experience. A master’s degree in human services and three years of paid human services experience are preferred. A New York State motor vehicle license, safe driving record, and access to a personal vehicle for work are required. Work includes travel within the greater Rochester area, periodic exposure to weather and hazards, emergency response, and occasional pressure from time demands. Occasional work at night, on weekends, or on holidays may be required.

Requirements

Bachelor’s degree in a human service-related field.
Five years of paid human service experience.
New York State motor vehicle license, safe driving record, and availability of a personal vehicle for work.
Ability to communicate effectively and cooperate with staff and community professionals, verbally and in writing.
Ability to read and interpret policies, procedures, and other information.
Organizational and teaching abilities.
Ability to develop, implement, and evaluate staff development and quality assurance activities.
Ability to manage sensitive client, clinical, medical, and agency information and maintain emotional control in stressful situations.
Critical thinking skills, including using logic and reasoning to assess alternative solutions, conclusions, and approaches.
Complex problem-solving skills, including reviewing information, developing and evaluating options, and implementing solutions.
Intermediate computer literacy, including internet searches, email and attachments, basic use of email features, opening and making simple edits to spreadsheets and word-processing documents, using spreadsheets and reporting tools to extract and report data, and accessing external reporting platforms.
Intermediate Microsoft Word skills, including producing basic business letters and simple tables and charts; checking spelling; setting tabs; changing page orientation; sorting; and saving, opening, and organizing electronic files.
Alignment with East House’s humanistic, collaborative, optimistic, progressive, and integrity-based values; professional representation of the organization and alignment with its mission.
Integrity and compliance with established processes, procedures, and regulations; accountability for work and actions; follow-through on commitments; confidentiality; willingness to learn from mistakes; and awareness of the impact of one’s behavior on others.
Commitment to belonging, respect, and building a supportive community, including valuing individual backgrounds and perspectives, inclusive participation, respectful communication, appreciation of others’ contributions, collaboration, and creating safe spaces for sharing ideas and concerns.

Nice To Haves

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

Responsibilities

Share responsibility with the Quality Assurance team for investigating incidents in licensed and unlicensed programs.
Manage the incident lifecycle in the internal reporting system, from opening through closure.
Provide programs with incident-management oversight, guidance, and consultation.
Delegate incidents to the Quality Assurance team for triage and follow-up, and support follow-up through QA incident meetings.
Coordinate agency interactions with the Justice Center, OASAS, and OMH regarding significant incidents, including allegations of abuse and neglect, and provide requested documentation.
Review and follow up on incidents in licensed and unlicensed programs through inquiries, technical assistance, investigation reviews, on-site investigations, and site visits as appropriate.
Provide oversight and technical assistance for sentinel-event reviews; review and track root-cause analyses and associated corrective action plans.
Participate in or conduct special investigations of exceptionally serious incidents to identify and mitigate underlying systemic causes.
Share on-call responsibilities with the Director of QA to triage and investigate exceptionally serious incidents.
Assist in developing, implementing, revising, and reviewing organizational policies related to incident management and safety.
Participate in other Quality, Safety, and Incident Management projects as required.
Ensure day-to-day operation of the incident reporting system and transmit data and reports to applicable regulatory or state oversight agencies, including the Justice Center, OMH, OASAS, DOH, Health Homes, and County.
Move incidents through internal process stages and enter and monitor investigation information in state oversight databases, such as NIMRS, WISR, and AARM.
Assist with preparing and analyzing data for quality, incident management, and compliance purposes for organizational and governance committees.
Identify and review incident patterns and trends, monitor incident-management practices, and develop proactive strategies for risk reduction, error prevention, and performance improvement.
Manage and facilitate monthly Incident Review Committee meetings, including case identification and preparation, data and agenda preparation, and monitoring recommendations and corrective actions through completion and presentation to the committee.
Coordinate with program leaders to ensure accurate and timely follow-up.
Manage incident-review cycles to ensure incidents are reviewed within state oversight agencies’ required timeframes.
Develop and deliver core in-service and other identified training, and evaluate training outcomes.
Perform periodic audits in coordination with Quality Assurance specialists.