Quality Improvement Specialist

County of Chester • Government Services Center - Westtown, PA

3d • Onsite

About The Position

The Quality Improvement Specialist is responsible for ensuring that administrative, programmatic, and contractual requirements/processes are implemented for the MH/IDD program. This includes areas such as incident/risk management, complaint management, Independent Monitoring for Quality, restrictive practices, oversight of service providers and contractors, eligibility, intake and registration, quality management, and community outreach. The role requires demonstrating the system of care practice model, which maximizes all resources around an individual or family, involving child and adult serving agencies and community partners. This job requires obtaining and maintaining PA Child Abuse, PA Criminal History, and FBI Criminal History clearances every five years.

Requirements

• Bachelor’s degree and three years of professional-level experience in the appropriate field; or One year as a Program Specialist I or equivalent in the appropriate field; or An equivalent combination of experience and training.
• A valid driver’s license is required.
• Related education may be substituted for required experience or appropriate experience may be substituted for required education.
• Basic Word skills
• Basic Excel skills, with willingness and ability to advance to Intermediate/and or advance skill levels
• Basic Outlook skills (Email and Calendar)
• Ability to work extended hours, as necessary.
• Professionalism and excellent oral and written communication skills.
• Ability to work independently and proceed with objectives.
• Ability to lead or work as part of a team.
• Strong professional ethics.
• Strong time management skills.
• Ability to maintain a professional image at all times.
• Ability to facilitate achieving resolution in conflict situations.
• Ability to maintain confidential information and handle confidential matters.
• Requires flexible hours, including evening and weekend work.
• Ability to follow office protocols.
• Customer service experience.
• Able to use common sense understanding to carry out written or verbal instructions.
• Ability to handle and resolve recurring problems.
• Ability to establish priorities (remain focused on daily operations).
• Able to carry tasks to completion.
• General knowledge and understanding of County of Chester policies and procedures.

Nice To Haves

• Five years of professional-level experience in the appropriate field.
• Master’s degree in a human services, intellectual and developmental disabilities or related field.
• Must be a certified investigator as approved by the ODP or be willing and able to obtain certification.
• Quality Management certified or willing and able to obtain ODP Quality Management Certification.
• Working knowledge of applying Quality management principles, strategies, and practices in a variety of arenas.
• Knowledge of DHS regulations, procedures, bulletins, and policies.
• Knowledge of waiver regulations and licensing requirements.
• Well-developed group facilitation and training skills.
• Ability to understand complex regulations and requirements of the human services systems.
• Ability to interface effectively with all levels of County management.
• Strong analytical skills.
• Accurate and detail oriented.
• Advanced organizational skills.
• General understanding of contracts and proposals.
• Intermediate skill using a personal computer and various software packages.

Responsibilities

• Assist in compliance activities related to fulfilling the requirements of the Administrative Entity (AE) Agreement with the ODP.
• Develop effective training strategies on a variety of subjects for different stakeholder groups.
• Provide training, programmatic, and technical assistance to contracted providers and Supports Coordination Organizations regarding program development, quality management, and implementation and reporting requirements.
• Update, review, and maintain all reports related to Quality Management, including incident/risk management, complaint management, Independent Monitoring for Quality, restrictive practices, oversight of service providers and contractors, eligibility, intake and registration, and community outreach.
• Analyze data and report on status as needed at Quarterly IQMC (Internal Quality Management Committee).
• Serve as the main point of contact for individuals filing complaints, coordinating and overseeing the county complaint process, facilitating complaint hearings, and assisting in processing requests for due process.
• Prepare all written correspondence as required.
• Conduct and complete investigations as per ODP and Certified Investigation procedures and policy.
• Assist with the development, review, implementation, and oversight of all departmental policies and procedures, including Quality Management and Improvement, Risk Mitigation, Independent Monitoring for Quality Program, Incident Management, Complaint Management, Restrictive Practices, Oversight of Contracted Services, Eligibility, Intake and Registration.
• Coordinate all programmatic oversight, practices, and reporting for Quality Management/Quality Improvement, including Independent Monitoring for Quality Program, Incident Management, Complaint Management, Restrictive Practices, Contracted Services, Eligibility, Intake and Registration, and Community Outreach.
• Prepare and distribute all State and County required reports in a timely manner.
• Serve as a Project Manager for assigned projects, developing targeted goals and processes.
• Maintain and produce records.
• Monitor services effectively.
• Maintain quality assurance standards.
• Perform administrative functions as required.
• Create a system for organizing, maintaining, and sharing resource information.
• Complete Delegate duties for the Intellectual Disability Unit and Mental Health Units.
• Serve on various Board subcommittees and workgroups as needed.
• Perform 24-hour incident review.
• Perform other duties, tasks, and special projects as required.

Benefits

• Relevant background checks, clearances, physicals, drug tests, and any other assessments or evaluations will be conducted after an offer of employment is given per County policy.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level