Senior Care Manager (Child & Youth Services - Family Services Division)

Waukesha County • Waukesha, WI

17d • $30 - $42

About The Position

Waukesha County's Department of Health & Human Services is recruiting for a Senior Care Manager to implement quality assurance (QA), contracted provider/vendor relations, and project management activities as assigned within Child and Youth Services – Family Services Division. The primary responsibilities include conducting ongoing internal monitoring of child welfare and youth justice program practice, documentation, and billing-related compliance to support adherence to Wisconsin state standards, federal requirements, and funding source terms. This position will work collaboratively with division leadership, other divisions, program staff, and contracted providers to identify trends strengthen service quality, and support continuous quality improvement. Quality Assurance / Continuous Quality Improvement Conduct quality assurance monitoring across Family Services Division programming, including child welfare and youth justice services and foster/relative licensing-related services as assigned. Perform routine and random case file/chart reviews (openings, closures, and ongoing cases) to assess documentation quality, practice standards, timeliness, and compliance. Document QA findings; identify patterns and contributing factors; and develop recommendations to improve service quality, compliance, and operational consistency. Develop, refine, and maintain QA tools and processes (review checklists, templates, tracking logs, and workflow guidance). Provide input on quality indicators of service delivery and documentation expectations across programs. Monitor and evaluate fidelity to program design and evidence-informed/evidence-based practices across CPS, Youth Justice, and Foster Care Compliance Monitoring (State/Federal/Funding) Support adherence to applicable Wisconsin state standards, federal requirements, contractual terms, and funding source conditions. Identify compliance risks and gaps and communicate findings to leadership and impacted staff/providers with recommended corrective actions. Monitor progress on corrective action plans and document follow-up activities. Support agency readiness for and follow-up from state/federal reviews, audits, and other monitoring activities, including documentation gathering and corrective action tracking. Develop and implement a provider contract monitoring/audit process to assess contracted provider compliance with contract terms, applicable regulations, and county performance expectations Assist with grant development and writing including program narratives, budgets, pre-and post-award monitoring, and reporting on performance measures/outcome data. Contracted Provider / Vendor Relations & Network Management Serve as a point of contact for contracted provider activities, including coordination of initial and ongoing contracting and provider credentialing processes as assigned. Build and maintain effective working relationships with contracted providers to enhance customer service, compliance, and program development. Create and maintain a Provider Network Guide; communicate provider availability and service options to program staff to support appropriate service matching. Provide routine and emergency support to a designated network/group of contracted providers consistent with Division and Department expectations. Coordinate check-ins, meetings, and case reviews with staff and contracted providers to support service quality and compliance. Documentation, Billing Quality, and Invoice/Service Note Review Review contracted provider service notes and invoices for quality, accuracy, and compliance with contract requirements and billing/documentation standards. Provide feedback and technical assistance to improve documentation quality, reduce billing errors, and strengthen billing compliance. Support efficient and timely submission of billing documentation to the fiscal unit to meet funding source timelines and requirements. Data, Reporting, and Stakeholder Communication Gather, analyze, and interpret QA, operational and service provision data; maintain records and tracking systems as required. Prepare and present written and oral reports summarizing QA results, trends, and recommendations for program leadership and stakeholders. Participate in meetings, staffings, in-services, and workgroups; provide consultation to internal and external stakeholders as appropriate. Collaborate with staff and providers while managing a high level of confidential information in accordance with agency policy and applicable requirements. Training, Surveys, and Professional Development Coordinate, facilitate, or support training activities as assigned related to QA findings, documentation standards, compliance expectations, and workflow improvements. In collaboration with coordinators/supervisors/manager, complete annual client satisfaction surveys for Family Services Division programs and summarize results for planning and improvement purposes. Attend staff development programs, including in-service trainings, staff meetings, and professional seminars. Project QA Lead – Family Services MyInsight Implementation (and other projects as assigned) Serve as Project QA Lead for the Family Services MyInsight implementation, providing QA support and oversight to promote consistent practice, documentation quality, and system/process alignment. Collaborate with project leadership, program staff, and other stakeholders to define QA expectations, review implementation impacts, and identify needed workflow adjustments. Support testing/validation and issue tracking activities as assigned and document issues, resolutions, and follow-up actions. Provide project management support as assigned for Division initiatives, including coordination of tasks, timelines, deliverables, and stakeholder communication.

Requirements

• A bachelor’s degree from a recognized college or university in sociology, social work, psychology, nursing, criminal justice, or a closely related field.
• Two years of responsible work experience in social work, counseling, nursing, criminal justice, or a closely related field.
• A master’s degree in social work, nursing, psychology, criminal justice, or a closely related field may substitute for one year of the work experience.
• Social work certification may substitute for one year of work experience.
• Valid driver’s license.

Responsibilities

• Conduct quality assurance monitoring across Family Services Division programming, including child welfare and youth justice services and foster/relative licensing-related services as assigned.
• Perform routine and random case file/chart reviews (openings, closures, and ongoing cases) to assess documentation quality, practice standards, timeliness, and compliance.
• Document QA findings; identify patterns and contributing factors; and develop recommendations to improve service quality, compliance, and operational consistency.
• Develop, refine, and maintain QA tools and processes (review checklists, templates, tracking logs, and workflow guidance).
• Provide input on quality indicators of service delivery and documentation expectations across programs.
• Monitor and evaluate fidelity to program design and evidence-informed/evidence-based practices across CPS, Youth Justice, and Foster Care
• Support adherence to applicable Wisconsin state standards, federal requirements, contractual terms, and funding source conditions.
• Identify compliance risks and gaps and communicate findings to leadership and impacted staff/providers with recommended corrective actions.
• Monitor progress on corrective action plans and document follow-up activities.
• Support agency readiness for and follow-up from state/federal reviews, audits, and other monitoring activities, including documentation gathering and corrective action tracking.
• Develop and implement a provider contract monitoring/audit process to assess contracted provider compliance with contract terms, applicable regulations, and county performance expectations
• Assist with grant development and writing including program narratives, budgets, pre-and post-award monitoring, and reporting on performance measures/outcome data.
• Serve as a point of contact for contracted provider activities, including coordination of initial and ongoing contracting and provider credentialing processes as assigned.
• Build and maintain effective working relationships with contracted providers to enhance customer service, compliance, and program development.
• Create and maintain a Provider Network Guide; communicate provider availability and service options to program staff to support appropriate service matching.
• Provide routine and emergency support to a designated network/group of contracted providers consistent with Division and Department expectations.
• Coordinate check-ins, meetings, and case reviews with staff and contracted providers to support service quality and compliance.
• Review contracted provider service notes and invoices for quality, accuracy, and compliance with contract requirements and billing/documentation standards.
• Provide feedback and technical assistance to improve documentation quality, reduce billing errors, and strengthen billing compliance.
• Support efficient and timely submission of billing documentation to the fiscal unit to meet funding source timelines and requirements.
• Gather, analyze, and interpret QA, operational and service provision data; maintain records and tracking systems as required.
• Prepare and present written and oral reports summarizing QA results, trends, and recommendations for program leadership and stakeholders.
• Participate in meetings, staffings, in-services, and workgroups; provide consultation to internal and external stakeholders as appropriate.
• Collaborate with staff and providers while managing a high level of confidential information in accordance with agency policy and applicable requirements.
• Coordinate, facilitate, or support training activities as assigned related to QA findings, documentation standards, compliance expectations, and workflow improvements.
• In collaboration with coordinators/supervisors/manager, complete annual client satisfaction surveys for Family Services Division programs and summarize results for planning and improvement purposes.
• Attend staff development programs, including in-service trainings, staff meetings, and professional seminars.
• Serve as Project QA Lead for the Family Services MyInsight implementation, providing QA support and oversight to promote consistent practice, documentation quality, and system/process alignment.
• Collaborate with project leadership, program staff, and other stakeholders to define QA expectations, review implementation impacts, and identify needed workflow adjustments.
• Support testing/validation and issue tracking activities as assigned and document issues, resolutions, and follow-up actions.
• Provide project management support as assigned for Division initiatives, including coordination of tasks, timelines, deliverables, and stakeholder communication.

Benefits

• Waukesha County provides a comprehensive compensation and benefits package including excellent health/dental/vision, life insurance, generous paid time off (vacation, 10 holidays, 3 floating holidays, ample accrued sick time that rolls over each year), an exceptional pension plan with employer match and lifetime retirement payment plus an optional tax advantaged 457 retirement savings plan.
• Amongst many other benefits, employees are recognized and valued through a pay for performance system.
• Successful candidates will be eligible for performance-based merit increases and non-base performance awards.
• Employee well-being is promoted through a balanced work-life culture and through an exceptional employee wellness program that offers a variety of programs and tools to help promote an employee's wellness and health, including an on-site health & wellness clinic.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees