Quality Assurance Clinical Specialist

Commonwealth of Massachusetts • Boston, MA

78d

About The Position

The Office of the Child Advocate (OCA) is an independent executive branch agency with oversight and ombudsperson responsibilities, established by the Massachusetts Legislature in 2008. The OCA's mission is to ensure that children receive appropriate, timely, and quality state services, with a particular focus on ensuring that the Commonwealth's most vulnerable and at-risk children can thrive. Through collaboration with public and private stakeholders, the OCA identifies gaps in state services and recommends improvements in policy, practice, regulation and/or law. The OCA also serves as a resource for families who are receiving, or are eligible to receive, services from the Commonwealth. The Quality Assurance Team at the OCA focuses on improving the quality of state delivery service by responding to individual concerns about children received via our Complaint Line and evaluating statutorily required critical incident reports and supported reports of abuse and/or neglect of children in out-of-home settings. In addition to responding to individual cases as necessary, the information gathered and analyzed by the Quality Assurance Team informs the OCA’s policy initiatives and recommendations related to state service quality and delivery, child maltreatment, preventable childhood injuries, and other issues or associated risk factors. Under the general direction of the Senior Quality Assurance Manager, the Quality Assurance Clinical Specialist supports the Quality Assurance team in evaluating the quality of state services provided to individual children and families as well as identifying systemic gaps, trends related to service provision, and opportunities for improvement in state agency policy and practice.

Requirements

• Some knowledge of the Massachusetts child serving agencies and organizations, particularly child welfare
• Exceptional ethical and professional integrity by upholding the highest level of confidentiality regarding sensitive information
• Strong critical analysis and evaluation skills
• Strong writing and communication skills
• Proficient in Microsoft Office Suite
• Ability to demonstrate initiative
• Ability to work independently and as part of a team

Responsibilities

• Performs Ombudsperson functions on the OCA Complaint Line, which includes responding directly to complaints and/or requests for information and resources from members of the public.
• Independently conducts case reviews of inquiries received via the OCA Complaint Line, assigned DCF supported allegations of abuse or neglect reports (institutional) of children in out-of-home settings, and assigned Critical Incident Reports (CIRs) from Massachusetts child-serving state agencies concerning the fatality, near fatality, serious bodily injury, or emotional injury of a child and/or young adult receiving services.
• Provides clinical analysis and written reports concerning all case reviews and findings, including feedback to state agencies with identified policy and practice concerns. In collaboration with the Senior QA Manager, identifies next steps for resolution and/or OCA intervention if required.
• Collaborates with the Senior QA Managers and/or Senior Director of QA to perform investigations, as assigned, including but not limited to, extensive review of relevant electronic and paper records, data analysis, state agency or stakeholder interviews, and drafting written reports.
• Identifies case practice concerns, trends, gaps and areas for system-wide practice or policy improvements based on a multifaceted clinical analysis of information gathered during complaint, CIR and/or institutional reviews.
• Participates in and/or support on special projects related to the OCA’s QA Division work (Complaint Line, CIRs, supported allegations of abuse or neglect in out-of-home settings). May represent the OCA at work group meetings, as requested.

What This Job Offers

• Education Level: Bachelor's degree