Manager of Quality Enhancement - Gallagher Services

Catholic Charities of Baltimore•Lutherville Timonium, MD

5h•$57,232 - $61,300•Hybrid

About The Position

Catholic Charities of Baltimore, Gallagher Services is seeking a Quality Enhancement (QE) Manager to join the Quality Enhancement department within Gallagher’s Operations team. The role develops and operates monitoring systems to evaluate the effectiveness and quality of service delivery and monitors, audits, and supports program areas to help ensure services are person-centered, safe, and responsive to the needs and outcomes of the people supported. Gallagher Services supports adults with intellectual and developmental disabilities in living, working, and participating in their communities as independently as possible. The service encompasses 45 sites, approximately 200 people in community living and day support settings, and a team of more than 400 employees. The schedule is Monday through Friday, 8 AM to 4 PM. Hybrid work options are available, contingent on business needs and performance expectations in accordance with agency policy. Driving an agency or personal vehicle is required.

Requirements

Associate’s degree in social work, psychology, special education, nursing, public administration, or a related human services field.
Two years of human services experience working with people with intellectual disabilities, including experience with quality enhancement initiatives and service delivery monitoring to ensure services follow person-centered practices. An equivalent combination of education and experience may be considered.
Sound professional judgment, discretion, and integrity in handling confidential information and sensitive quality and compliance concerns, with adherence to HIPAA.
Critical thinking, analytical judgment, and problem-solving abilities to assess quality findings, recognize risks, and make informed service-improvement recommendations.
Initiative, accountability, and ability to work independently with minimal direction in a multi-site quality enhancement role.
Interpersonal, collaboration, and negotiation skills to build productive relationships and support shared solutions with program leaders, staff, people supported, and external partners.
Administrative and organizational skills, attention to detail, and ability to balance competing priorities while maintaining accurate information and timely follow-through.
Cultural responsiveness, tact, and respect for varied perspectives in a diverse, person-centered service environment.
Proficiency with Windows-based computers, web browsers, Microsoft Outlook, Excel, and Forms, and eHR systems such as iCare Manager.
Ability to drive an agency or personal vehicle; driver must be at least 21 years old, have at least two years of driving experience and a valid driver’s license issued by their state of residence, have no license restrictions that impede agency-required driving, and have no more than three points on their driving record.
Ability to remain stationary, including standing or sitting for extended periods, as required by assigned duties.
Ability to move objects weighing up to 25 pounds in all directions, including lifting, carrying, pushing, pulling, or repositioning items.
Hearing and vision, with or without correction, sufficient to drive safely and observe and communicate with others.

Nice To Haves

Familiarity with Microsoft Word, Teams, and OneDrive to support documentation and collaboration.

Responsibilities

Schedule and conduct comprehensive site inspections to assess service quality and compliance with environmental, medical, and documentation requirements, and document findings, risks, and needed improvements.
Establish Plans of Action for site inspection findings and track completion against required timelines.
Oversee internal tracking of quality programming compliance, incident management, and health and safety standards, supporting visibility and timely follow-up.
Coordinate and participate in official agency investigations under the direction of the Director of Quality Enhancement.
Analyze and report trends in site inspection findings to identify recurring issues and inform continuous improvement priorities.
Assist in developing and implementing quality plans, policies, and procedures that address identified needs and promote consistent, high-quality service delivery.
Serve as backup to the Director of Quality Enhancement in communications with local, state, and federal regulatory entities.
Create, distribute, and track annual Person Supported Satisfaction Surveys and Person Supported Move Surveys; compile and report findings to stakeholders.
Serve as the primary liaison to the Self-Advocacy Group, communicating input from people supported and informing person-centered quality improvement efforts.
Chair the Direct Support Professional (DSP) Advisory Group to facilitate frontline input and bring concerns and recommendations forward.
Participate in designated agency and division committees, contributing quality enhancement findings and recommendations.
Perform other duties as assigned.