Sr Q & T Specialist

County of Mecklenburg, NC•Charlotte, NC

2d•Onsite

About The Position

This position is part of the Department of Community Resources and is located within the Community Resource Center (CRC). The incumbent will support the CRC’s mission by engaging with key programs such as HOMES, Meck Works (formerly Unified Workforce Development), MECKSuccess, and other Community Partner initiatives. Responsibilities include conducting new employee orientation, training new and existing staff on CRC-related processes, and serving as a MeckEDU administrator. The role requires flexibility to work within CRC hours of operation, with occasional evenings and weekends based on business needs. The selected candidate will support the Department on-site Monday – Friday. Location: 430 Stitt Road, Charlotte, NC, 28213 and other locations as needed. The Community Resource Center (CRC) is a service implemented to integrate Health and Human Services (HHS) in one location. All HHS agencies (Dept. of Social Services, Veteran Services, Child Support, Public Health) and community partners (NCWorks, CPCC, Novant Health, etc.) work collaboratively by connecting customers to services that promote health and wellness and strengthen the communities providing resources such as education, workforce development, mental and emotional health that drive families to towards greater independence.

Requirements

Minimum of four years of quality control or training experience.
Bachelor's degree in a related field.
May require a valid North Carolina or South Carolina Driver's License
May require County Driving Privileges
Knowledge of modern office practices
Training technical information
Expertise in programs in area of assignment
Working knowledge of quality assurance program practices; planning and development of assessment tools and techniques to include use of software and reporting mediums
Principles, practices, methods and theories of training and employee programs
Adult learning theories and of training and development principles, practices, and methods
E-learning and other technological solutions and the ability to effectively use these platforms to develop and deliver training
Develop recommendations to solve problems in different program service areas by assisting in planning goals and developing deficiency resolutions
Provide technical assistance, consultation to staff
Exercise judgment and discretion in interpreting and applying quality standards, policies, and procedures
Communicate effectively with professional and administrative personnel
Maintain effective working relationships with various staff
Assess problems and coordinate resolutions with various parties
Strong project management and organizational skills to plan, prioritize, multi-task and independently execute projects/tasks with specific deadlines while maintaining flexibility
Excellent analytical and research skills as demonstrated by the ability to collect, develop, assess, and blend information and recommendations from a wide variety of sources
Strong critical and creative thinking skills to assess and resolve problems or issues by gathering and assessing information, taking advice, and using judgment that is consistent with standards, practices, policies, procedures, regulations and/or laws
Building Partnerships: Identifying opportunities and taking action to build strategic relationships between one’s area and other areas, teams, departments, units, or organizations to help achieve business goals
Collaboration: Working effectively and cooperatively with others; establishing and maintaining good working relationships
Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the information provided
Developing Others: Planning and supporting the development of individuals’ skills and abilities so that they can fulfill current or future job/role responsibilities more effectively
Driving for Results: Setting high goals for personal and group accomplishment; using measurement methods to monitor progress toward goals; tenaciously working to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement
Formal Presentations: Presenting ideas effectively to individuals or groups when given time to prepare; delivering presentations suited to the characteristics and needs of the audience
Adaptability: Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures
Proficient in various computer applications including Microsoft Office Suite.

Nice To Haves

Bachelor's, or Master’s degree in Human Services, Criminal Justice, or Psychology
Experience with and knowledge of Work First Family Assistance, Adult Medicaid, Food & Nutrition Services or Family & Children’s Medicaid programs
Intermediate to Advance experience with Microsoft Suite (Word, Excel, Outlook)
Knowledge of DSS programs and/or processes

Responsibilities

Conduct root-cause analyses and assessments at organizational, team, and individual levels to identify performance gaps.
Pilot and evaluate services, analyze results, and recommend improvements to enhance effectiveness.
Ensure services meet specifications and comply with applicable regulations and standards.
Design and implement processes and procedures to improve quality across assigned areas.
Review in process and completed procedures, analyze data, and identify trends or defects.
Investigate quality failures and recommend procedural changes to prevent recurrence.
Assess and report on the impact of process changes on overall service quality.
Create assessment tools and data-collection methods to detect service-delivery or compliance issues and support system adjustments.
Determine employee training needs and develop targeted learning plans.
Promote training programs across the organization to increase awareness and participation.
Consult with internal stakeholders to address performance problems and recommend, design, and deliver tailored learning solutions.
Develop and deliver classroom and online training using research and subject-matter experts to produce customized, role-specific curricula.
Define and implement metrics to measure the effectiveness of training solutions.
Oversee training equipment, supplies, and budgetary needs for the area of assignment.
Partner with management to investigate performance issues using focus groups, surveys, and employee interviews, then provide actionable recommendations.
Develop and maintain training materials, procedure manuals, handouts, and visual aids.
Plan, implement, and evaluate employee training activities to ensure learning objectives are met.
As needed, provide training on enrollment and eligibility program implementation in the NC FAST system.
Respond in cases of urgent and/or emergent events that require public health interventions. Employees may be trained for and assigned duties unrelated to their regular work; work outside normal business hours and workdays and/or in a different work location may be required. Emergency events include, but are not limited to, communicable disease outbreaks, severe weather situations (e.g. snow or ice storms, tornados, hurricanes), natural disasters (e.g. earthquakes), fire, or power outages, and acts of terrorism.