Quality Assurance & Contract Monitoring Manager

Texas Health & Human Services Commission•SAN ANGELO, TX

23h•$6,378 - $10,786•Hybrid

About The Position

Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans. At HHSC, your contributions matter, and we support you at each stage of your life and work journey. Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more. Explore more details on the Benefits of Working at HHS webpage. Under the general direction of the Office of Guardianship Services, OGS, Director, Community Services, CS, within the Health & Human Services Commission, HHSC, performs highly advanced managerial tasks, working, coordinating, and overseeing the activities for the daily operations of assigned agency functions. Develops, implements, and maintains systems, rules, policies and procedures to support the Guardianship Quality Assurance and Contract Monitoring Unit. Responsible for creating Unit strategic and business plans in accordance with OGS, CS and HHSC vision, mission, and goals. Develops, implements and evaluates short-, mid-, and long-term goals and objectives of the Unit. Develops monitoring schedules, establishes priorities, and develops standards to meet established oversight goals. Coordinates and evaluates program activities. Recommends and implements improvements for program and unit operations. Interprets federal and state laws and regulations used to administer the guardianship program. Manages the Unit budget. Responsible for investigating complaints regarding program certified guardians and contracted guardianship service provider staff. Represents the department at meetings, interagency work groups, conferences, and hearings as requested. Plans, assigns, and supervises the work of others. Develops and directs the quality assurance functions for the section and develops and oversees contracts with guardianship service providers.

Requirements

Must achieve certification as a Texas Certified Guardian through the Judicial Branch Certification Commission, JBCC, within one year of hire date and maintain the certification throughout employment.
Must achieve certification as a Certified Texas Contract Manager, CTCM, within one year of employment and maintain the certification throughout employment.
Bachelor’s degree from an accredited university or college, Master’s degree preferred.
Experience in quality assurance activities for human service-based programs.
Experience communicating complex information to a variety of individuals and groups.
Experience in the supervision of professional staff required.
Experience in drafting written communications such as response and information to stakeholders, complainants, and legislators.
The ability to pass a criminal background check by both the Texas Department of Public Safety and the Federal Bureau of Investigation.

Nice To Haves

Knowledge of Guardianship programs and services or other social services programs desired.
Knowledge of the competitive bid process for service contracts with a preference for purchased services.
Knowledge and/or experience in the procurement, development and monitoring of competitively procured and contracted services preferred
Knowledge and/or experience in the development and implementation of quality assurance plans with an emphasis on the utilization of automated solutions preferred.
Knowledge and/or experience in complaint investigation and conflict resolution.
Knowledge of federal and state law regulations, policies, rules and other requirements in guardianship or health and human services.
Knowledge of payment claims managements sytems preferred.
Experience collaborating with community leaders, local officials, legislative staff, and advocacy organizations desired.
Experience managing the operations of a social services program including: strategic planning, budgeting, implementation, coordination and evaluation of program policy desired.
Five years’ experience in program management, developing policy and procedures or quality assurance standards or monitoring processes preferred.

Responsibilities

Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.
Directs and manages the operations and activities of the Guardianship Quality Assurance and Contract Monitoring Unit.
Establishes short-, mid- and long-term Unit goals and objectives, and creates guidelines, procedures, policies, rules and regulations related to the development and implementation of a quality assurance program for regional staff operations and development of performance standards for contracted guardianship service providers.
Creates, implements, and evaluates Unit strategic plans, business plans and quality assurance plans.
Coordinates with other program areas within CS areas to ensure work plans and actions are consistent with the strategic direction for CS and HHSC.
Develops, implements, monitors and evaluates standards, policies and rules to support essential operations, to ensure compliance with state and federal laws and regulations, and to ensure client safety and needs are met.
Establishes effective working relationships, coordination, and feedback processes to ensure standards are coordinated with Section policies, stakeholder and are consistent with other CS and HHSC rules, policies and initiatives.
Serves as point of contact for federal, state, and local agencies, consumer, advocacy and provider groups and organizations regarding statewide Unit activities.
Participates on task forces, committees, and interagency workgroups as indicated.
Leads the development of this Unit consistent with CS and HHSC direction.
Directs and evaluates the delivery of client guardianship services and implements or recommends improvements.
Implements customer service and organizational improvement principles and develops new approaches to effect change management in response to the evolving needs of CS and HHSC.
Takes into consideration the changing needs of the Unit, Section and CS and accommodates accordingly.
Represents the program, by providing information and testimony, collaborating with stakeholders, advocacy organizations, other state agencies and federal partners.
Reviews and analyzes legislation related to guardianship services and quality assurance, to include tracking legislative bills and assisting with bill analysis.
Serves as a resource for legislators, other elected officials, government entities, and the public.
Supervises the review of complaints, complaint investigations and inquiries received from the public, elected officials, and those received by other CS departments such as Ombudsman’s office and executive leadership.
Analyzes statistical and operations data, interprets results, prepares reports and makes presentation to diverse groups.
Initiates and guides special studies or surveys to assess consumer and program outcomes for evaluation.
Manages Unit budget to ensure the proper and efficient use of available resources.
Manages and develops Unit staff through development of performance standards, review of performance data, consultation, training, and performance appraisal.
Manages workload to ensure the equitable distribution of assignments, the provision of adequate opportunities for cross training, the procurement of necessary resources to support staff, and the accurate, efficient, and timely completion of assignments.
Responsible for selection and hiring of personnel, assigning work, completing performance evaluations, recommending personnel disciplinary actions, and scheduling and approving leave.