Senior Quality Manager

KenCrest•Dover, DE

25d

About The Position

Join a mission-driven team dedicated to collaboration, innovation, and service excellence. We are seeking a Senior Quality Manager for our Delaware programs to oversee and strengthen our agency’s quality initiatives while supporting continuous improvement across all programs serving individuals with intellectual disabilities. This role works closely with internal leadership, program teams, state partners, families, and community organizations to ensure compliance, consistency, and high-quality outcomes. The Senior Quality Manager promotes data-driven decision making, identifies trends, supports licensing and certification readiness, and presents key findings that guide strategic growth. This position does not have direct supervisory responsibilities but plays a highly influential role across the agency. Why This Role Matters: The Senior Quality Manager plays a vital part in shaping service excellence, ensuring regulatory compliance, and improving the quality of life for the individuals and families we support. If you're motivated by meaningful work, value data-driven improvement, and thrive in a collaborative environment, we’d love to hear from you.

Requirements

Bachelor’s degree in a Human Services field required
Minimum 5 years of related experience; experience in Quality Management or data collection preferred
Strong computer skills, including experience with Therap and/or WellSky systems
Ability to obtain the PM46 Investigator Certification within six months (required) and maintain certification
Clear criminal background and child abuse checks as required by the state
Valid driver’s license and willingness to use personal vehicle during work
Knowledge of Delaware DDDS policies and procedures
Understanding of applicable state and federal regulations governing services for individuals with intellectual disabilities
Strong abilities in verbal and written communication, data analysis, attention to detail, process improvement, and strategic planning
Familiarity with positive practices in service delivery for individuals with intellectual disabilities
Ability to problem-solve independently, collaborate across teams, manage multiple tasks, and support programs through complex situations

Responsibilities

Lead the development of the agency’s annual Quality Plan and collaborate with programs to establish measurable quality goals.
Monitor, analyze, and track quality performance data; update the Quality Management Plan quarterly or as needed.
Support programs in maintaining ongoing licensing readiness and assist with annual provider monitoring and audit responses.
Participate in site reviews, client file reviews, and regular house visits to ensure documentation accuracy and regulatory compliance.
Maintain strong working knowledge of the Therap system; assist with documentation support and new-hire training when needed.
Attend DDDS meetings, stay current with policy/regulatory updates, and collaborate with the Director of Licensing to clarify requirements.
Provide weekend coverage for incident guidance, assign investigators when multiple investigations occur, and oversee quality-related follow-up.
Present data trends, improvement opportunities, and recommendations to leadership to support informed decision making.
Build and maintain strong working relationships with internal staff, consultation nurses, DDDS partners, families, and community stakeholders.
Participate in corporate strategic teams and agency committees as assigned.