Integrity & Compliance Coordinator

STEPFORWARD•Cleveland, OH

4d•$62,677 - $76,702•Onsite

About The Position

The purpose of this position is to manage Integrity, Quality and Compliance within the Energy Assistance Services team to ensure the highest standards of integrity, quality, accuracy, and compliance in program operations by developing, implementing, and monitoring quality assurance procedures and compliance protocols to safeguard the integrity and effectiveness of the program. The Integrity & Compliance Coordinator is responsible for supporting the development, implementation, and monitoring of compliance, reporting and integrity functions within Energy Assistance Services (EAS) and PRC program. This position ensures adherence to federal, state, and local regulations while promoting ethical practices, fraud prevention, and program accountability. The Coordinator plays a critical role in safeguarding program integrity through audits, monitoring, training, and continuous quality improvement efforts.

Requirements

Associate degree in a related field or three (3) or more years of experience delivering Energy Assistance services.
If experience is in place of education, progress toward degree attainment will be a condition of continued employment.
Minimum of 2–4 years of experience in compliance, auditing, quality assurance, or program operations, preferably within energy assistance or social services.
Exceptional attention to detail and time management skills.
Successful results of pre and continued employment assessments including fingerprinting, drug testing, medical examinations and background check(s).

Nice To Haves

Experience working with regulatory frameworks and compliance standards preferred.

Responsibilities

Oversee monthly reporting to include, but may not be limited to monthly, quarterly, and annual reports to County, Monthly Internal Manager’s Reports, Batching(state) and Payment processing (county)
Serve as the lead on audits and file reviews and attend audit meetings
Assume responsibility for Summer Crisis Inventory Reconciliation, client appeals.
Provide daily oversight of customer file testing and meeting funding compliance testing requirements on an ongoing basis.
Supervise compliance staff to include Quality Assurance & Integrity teams.
Serve as knowledge leader about program compliance, customer service, best practices, and staff recognition.
Design and implement quality assurance procedures and protocols to ensure accuracy, consistency, and compliance in program operations.
Review customer files for fraud detection.
Establish benchmarks, metrics, and performance indicators to measure and monitor program effectiveness and adherence to regulatory requirements.
Perform regular audits and reviews of program activities, documents, and processes to identify compliance issues, discrepancies, or areas for improvement.
Document findings, assess risks, and develop action plans to address deficiencies and ensure corrective measures are implemented promptly.
Provide guidance, recommend staff training for common or critical processing errors, and support program staff on compliance requirements, procedures, and best practices for customer file and processing notation issues.
Ensure that each EAS employee receives a quarterly notation assessment such that each employee is assessed four times annually; works with the employee’s manager if the employee is not in compliance with department notation practices until resolved.
Stay informed about relevant federal, state, and local regulations, policies, and guidelines governing energy assistance programs.
Monitor regulatory changes and updates, assess their impact on program operations, and recommend adjustments or revisions to ensure ongoing compliance.
Prepare and submit compliance reports, assessments, and documentation to program leadership as required.
Identify opportunities for process improvement, efficiency gains, and quality enhancements within the program.
Coordinate responses to compliance investigations, inquiries, or audits conducted by regulatory agencies or external entities, ensuring timely and accurate information is provided.
Review customer complaints and collaborate with the Assistant Director and Director to address the root causes of complaints.
Log employee IT issues and submit IT tickets for the department; maintain logs in a manner that allows employees to track ticket status through to resolution.
Under the direction of the EAS Director, solicits and manages customer testimonials for exemplary customer service.
Work in partnership with Human Resources training staff to ensure new EAS employees receive customer service training on department service standards and practices as part of onboarding.
Foster a positive organizational culture that values diversity, equity, and inclusion, and promotes employee engagement and well-being.
Conduct customer file reviews, audits, and compliance testing to ensure accuracy, completeness, and adherence to funding requirements.
Support fraud detection and prevention efforts, including identification, documentation, and escalation of potential risks or irregularities.
Monitor and evaluate program operations to ensure compliance with ODJFS, LIHEAP/HEAP, PRC, and other regulatory standards.
Assist in the development and implementation of quality assurance and compliance protocols to strengthen program integrity.
Document audit findings, assess risk levels, and support the development of corrective action plans to address deficiencies.
Track and monitor corrective actions to ensure timely resolution and sustained compliance.
Provide guidance and support to staff regarding compliance requirements, documentation standards, and best practices.
Conduct periodic notation and file quality assessments and communicate findings to leadership.
Maintain awareness of regulatory changes and assist in updating policies, procedures, and workflows accordingly.
Prepare and maintain compliance reports, logs, and documentation for internal and external stakeholders.
Assist with responses to audits, monitoring reviews, and investigations conducted by regulatory agencies.
Review and analyze customer complaints and trends to identify systemic issues and recommend improvements.
Support training initiatives in partnership with HR and leadership to address compliance gaps and reinforce standards.
Promote a culture of integrity, accountability, and continuous improvement across the department.
Planning and development of projects.
Represent Step Forward at events, conferences, and other forums to promote its work and build relationships with key influencers.
Attends meetings, conferences, and workshops related to the agency’s program or professional development of administrative/management.