Quality Assurance Manager

LIFEMOVES • Santa Clara, CA

5d • Onsite

About The Position

LifeMoves is the largest and most effective provider of housing and services for neighbors experiencing homelessness in Silicon Valley since 1987. Our Mission is to end homelessness by providing interim housing, supportive services, and building collaborative partnerships. With 40 programs, LifeMoves gives our neighbors experiencing homelessness a temporary place to call home while providing intensive, customized case management through site-based programs and community outreach. POSITION PURPOSE The Programs & Services Quality Assurance Manager (QAM) reports to the Director of Client Experience and ensures the consistency, compliance, and effectiveness of programs across the organization. This role is responsible for monitoring service quality, evaluating program outcomes, and supporting teams in meeting performance goals aligned with trauma-informed, strengths-based, and low-barrier practices. The QAM collaborates with leadership, program staff, and external partners to promote fidelity to the agency’s program models, uphold service standards, and improve client outcomes through data-driven decision-making and staff development. The role also leads efforts to build and strengthen documentation systems that support accurate, consistent, and meaningful client records. This position serves as a connector between day-to-day operations and broader quality assurance systems, driving continuous improvement across all service lines. This management position plays a key role in supporting daily operations, safety, and overall program success. They model the agency’s values by treating everyone with respect and care, creating a culture where clients and staff feel welcomed, empowered, and supported.

Requirements

• Bachelor's Degree in related field required; or an Associate's Degree with 3-5 years of progressively responsible experience in related field. Related fields may include direct involvement in peer advocacy, community outreach, housing services or roles within the homelessness services field.
• Comfortable using technology, including phone and messaging systems, email, Microsoft and Google Suites, and databases to complete administrative tasks, case management, reporting, and tracking outcomes, and performance management software.
• Minimum of three years in a leadership role within human or social services, supporting vulnerable populations.
• Demonstrates empathy, professionalism, and respect for all individuals.
• Stays calm and supportive in stressful situations and uses de-escalation skills.
• Open to feedback and training in trauma-informed, harm-reduction, and client-centered care.
• Works well independently and collaboratively.
• Maintains clear documentation and organization.
• Organized, detail-oriented, and proactive.
• Advocates effectively across systems to secure client benefits and resources.
• Identifies and connects clients to housing, employment, health, and social supports.
• Builds collaborative relationships with partners and providers to strengthen client outcomes.
• Distributes tasks effectively to balance workload and ensure team accountability.
• Responds calmly and effectively to crises using trauma-informed and de-escalation strategies to support staff and clients.
• Maintains and models healthy, professional boundaries demonstrating the importance of self-awareness, self-care, and sustainability in the human services field. Supports staff in doing the same through coaching, reflection, and strengths-based feedback. Helps staff recognize signs of boundary-crossing and develop strategies for maintaining personal and professional limits.
• Maintains familiarity with harm reduction, Mental Health First Aid, and other relevant best-practice approaches.
• Consistently models agency values, program philosophy, and mission-aligned behaviors.
• Confident leading group discussions or workshops that promote learning, collaboration, and empowerment. Uses group settings to foster learning, collaboration, and positive group dynamics.
• A valid [State] driver’s license and reliable transportation are required.
• Must be able to travel throughout the Bay Area as part of regular duties.
• Must maintain vehicle insurance as required by law and agency policy.
• The physical demands described here represent those that an employee must meet to perform the essential functions of this position successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.
• While performing the duties of this position, the employee is regularly required to talk, hear, and communicate with others in the workplace. The employee must frequently use hands or fingers and handle or feel objects, tools, or controls. The employee must frequently stand, walk, sit, and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities this position requires include close vision, distance vision, and the ability to adjust focus.

Nice To Haves

• Comfortable presenting to internal and external audiences (preferred).

Responsibilities

• Ensure program services are safe, trauma-informed, welcoming, and effective.
• Partner with leadership to manage budgets, data, and other needs that support program goals.
• Support high-quality client services by modeling trauma-informed, strengths-based engagement and maintaining a small caseload as needed.
• Ensure staff documentation and service delivery meet accuracy and compliance standards.
• Ensure compliance with agency, funding, and regulatory requirements (e.g., HUD, Fair Housing).
• Support data collection, audits, and continuous improvement efforts.
• Build, refine, and support documentation systems that promote consistent, trauma-informed, and compliant case notes, assessments, and service tracking across all programs.
• Monitor program fidelity to organizational models, including trauma-informed care, harm reduction, and housing-first principles.
• Conduct regular program audits, file reviews, and walkthroughs to assess service quality and compliance with contractual and internal standards.
• Collaborate with Directors and Program Managers to address findings and implement improvement plans.
• Work with Impact & Learning team to analyze program data and trends to inform quality improvement strategies and staff training needs.
• Develop and maintain tools and protocols for quality assurance and documentation review.
• Provide coaching and technical assistance to staff around service delivery, documentation, and program standards.
• Support teams in implementing corrective actions and track progress toward resolution.
• Partner with training staff to align onboarding and ongoing training with quality benchmarks and emerging needs.
• Facilitate interdepartmental feedback loops to surface gaps and strengthen program impact.
• Participate in contract monitoring and audit preparation in coordination with Grants and Compliance teams.
• Promote a culture of transparency, accountability, and continuous learning.
• Build and maintain strong relationships with community partners, businesses, and agencies.
• Represent LifeMoves professionally and help educate partners about programs and services.
• Participate in agency-wide meetings, initiatives, and training programs as needed or directed including but not limited to partner meetings, board meetings and fundraising events
• Fully participate in all required trainings. This includes completing trainings by assigned deadlines, actively engaging during sessions, and applying what you learn to your daily work.
• Attend continuing education opportunities to grow expertise and uphold agency standards.
• Be available to work occasional evenings and weekends as needed or as schedule describes.
• Perform other duties as assigned to meet program and organizational needs.

Benefits

• This rewarding role offers a competitive annual base salary and an opportunity to participate in the LifeMoves benefits package.
• LifeMoves is an equal opportunity employer (EOE) committed to building a culturally diverse staff representing the communities we serve. We provide equal employment opportunities to all individuals without regard to age, race, color, religion, sex, national origin, political affiliation, marital status, physical or mental disability (non-disqualifying), sexual orientation, membership or non-membership in an employee organization, personal favoritism, lived experiences or any other non-merit-based factor.
• Candidates who are bilingual/bi-cultural, of color, Native/Indigenous, with disabilities, who identify as LGBTQIA+, or who are members of other marginalized groups are strongly encouraged to apply.
• We aim to create and sustain inclusive, equitable, and welcoming environments where everyone can thrive.
• Mileage reimbursement is provided in accordance with agency policy.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 101-250 employees