Quality Assurance Specialist (Human Services)

The Arc of Opportunity•Fitchburg, MA

14d•Onsite

About The Position

The Quality & Safeguards Coordinator promotes and supports the health, safety, rights, and overall quality of services provided to individuals supported by The Arc of Opportunity. This position serves as the agency's Human Rights Coordinator and oversees key safeguards functions, including Human Rights Committee activities, DPPC reporting and follow-up, complaint management, investigations, safety planning, and stakeholder satisfaction initiatives. Working collaboratively with agency leadership, program teams, and quality staff, the Quality & Safeguards Coordinator monitors trends, identifies opportunities for improvement, and supports the implementation of practices that protect individual rights, enhance safety, and strengthen service quality. The position conducts analysis, prepares reports, and facilitates quality improvement efforts related to safeguards, risk mitigation, and stakeholder feedback.

Requirements

A valid driver’s license and acceptable CORI and driving record are always required during employment with The Arc of Opportunity.
Knowledge of regulatory mandates and quality standards issued by oversight agencies.
Demonstrated managed care experience in a social service or medical environment.
Demonstrated strong statistical analysis skills.
Ability to communicate effectively with individuals at all levels of the organization.
Ability to navigate databases, interpret results and formulate recommendations and reports.
Excellent communication, interpersonal, and organizational skills.
Ability to work independently and travel to off-site locations.
Maintain certifications in CPR & FA, MAP, and CPI

Nice To Haves

Bachelor's degree preferred.
In lieu of a degree, at least three to five years of experience implementing quality assurance initiatives.
Human Rights Officer certification preferred.

Responsibilities

Serves as the agency's Human Rights Coordinator and primary liaison for matters related to individual rights. Coordinates and facilitates Human Rights Committee meetings, maintains required documentation, and ensures appropriate follow-up on recommendations and concerns.
Oversees the intake, tracking, reporting, and follow-up of DPPC reports, reportable incidents, and other safeguards-related matters. Ensures timely submission of required documentation and supports programs in meeting reporting requirements.
Coordinates and conducts fact-finding reviews and investigations related to allegations, complaints, rights restrictions, safety concerns, and other matters impacting individuals receiving services. Prepares findings, recommendations, and required reports.
Monitors and tracks internal and external complaints involving individuals receiving services. Ensures concerns are addressed promptly, corrective actions are implemented, and outcomes are documented and communicated appropriately.
Coordinates the development, review, implementation, and maintenance of individual and program safety plans. Monitors effectiveness of safety strategies and supports programs in mitigating identified risks.
Conducts annual and periodic satisfaction surveys for individuals, families, guardians, employees, and other stakeholders. Analyzes results, identifies trends, and develops recommendations to improve service quality and stakeholder experience.
Collects, analyzes, and reports data related to safeguards activities, including Human Rights matters, complaints, investigations, incidents, safety plans, and satisfaction outcomes. Prepares reports and presentations for agency leadership, committees, and regulatory entities as required.
Identifies trends and areas of risk affecting individuals receiving services and collaborates with programs to develop and monitor corrective actions and quality improvement initiatives.
Supports compliance with regulatory requirements related to individual rights, incident management, safeguards, risk mitigation, and protective services. Provides technical assistance and guidance to programs regarding applicable regulations, policies, and best practices.
Maintains accurate, thorough, and confidential records in accordance with agency policies, HIPAA requirements, and applicable state and federal regulations.
Demonstrates professionalism, sound judgment, and a commitment to protecting the dignity, rights, health, and safety of individuals supported by the agency.
Advances The Arc's mission and values through respectful, person-centered practices that promote inclusion, self-determination, and quality of life.
Assumes additional responsibilities as assigned.