Quality Assurance Director

POSITION PURPOSE

To provide support to all sites through the facilitation of quality assurance systems to include coordination of investigations and monitoring compliance. Coordinates the training, monitoring, and follow up of these systems to ensure corrections are made and able to be maintained. Include responsibility for strategic oversight, compliance, and facilitation of all staff orientation and development programs, ensuring training supports high-quality residential and supportive services.

NATURE AND SCOPE

The Director of Quality Assurance and Training (DQAT) reports to the Vice President of Community Services who reports to the President / CEO. Is responsible for the facilitation of our investigation process in follow up to VA reports and concerns / complaints and the development of correction plans in response to them.

The DQAT is a primary support to sites during state surveys and develops Plans of Correction in response to any citations.

Also responsible for strategic development, implementation, and continuous improvement of training programs, including assessing needs, developing curriculum, and ensuring compliance with regulatory standards.

Completion of Quality Assurance audits and program monitoring will be completed along with coordination with the affected teams to ensure areas of concern are resolved in an effective manner.

The DQAT will support in the development of action plans, training, development and continued monitoring to support program compliance in both state and organizational standards.

The ability to understand a situation by seeking information and developing appropriate and effective action plans is required.

The position requires extensive writing, communication, organization and management skills; effective decision making and problem-solving skills are also critical; working with various team members and excellent public relation skills are also required. Creativity and follow-through on delegated tasks is required. Ability to evaluate company programs and make recommendations to address issues through the development of Best Practices is required.

Requires committee participation through chairing committees and taking on tasks necessary to meet committee goals / objectives. Participates in fundraising efforts in order to assure fiscal integrity of the entire organization. Maintains a flexible work schedule. Working as needed within the 24‑hour period of time and provides assistance with coverage as needed. Work environment requires the ability to travel between sites as needed. The work environment requires frequent standing, walking, desk work, writing, ongoing communication and contact with other service providers, and extensive telephone work. Occasionally may have to provide direct care services, including but not limited to assisting with activities of daily living; lifting and transferring residents; and pushing / pulling wheelchairs. Maintains a working knowledge of all rules and regulations of licensing agencies and policies and procedures of The Phoenix Residence, Inc. This is an exempt position.

JOB RESPONSIBILITIES

MANAGEMENT

Monitors the overall functioning of all programs in terms of programmatic and residential services. Is responsible for the facilitation of program monitoring and managing the development of programming and documentation systems to meet the needs of service recipients and employees while ensuring compliance with regulatory requirements. Is on‑call and carries a phone in order to respond to issues during non‑work hours. Develops and maintains quality of service standards, in corporation with the Vice President of Community Services. Is responsible for the development and implementation of organizational goals and objectives in conjunction with other team members. Completes on‑going evaluation of services through completion of chart audits, Active Treatment and Direct Care Observations, mock surveys and other systems in place for monitoring programs and services. Participates in overall planning and building functioning in conjunction with other team members. Works with team members to develop and implement organizational and departmental goals. Coordinates and facilitates effective meetings. Writes clear and effective memos / reports.

RESIDENT SERVICES-

Develops and maintains knowledge of industry trends and proposes changes to services to best meet the needs of individuals by adjusting organizational practices, facilitating training, and providing needed support for the APDs and the managers to implement. Develops an expertise in Person Centered Principles and creates training and best practices to implement in all Phoenix programs. Develops and ensures the effective implementation of Best Practices. Acts as advocate of individuals residing in Phoenix homes. May need to act as, and / or assist as a QDDP in some programs and assure all requirements are met. Promotes an inter‑disciplinary team approach to programmatic services and Person Centered‑Thinking principles. Evaluates overall functioning of residential services. Responds to, reports and investigates incidents and Vulnerable Adult Reports in accordance with established regulations and policy. Takes the lead in facilitating the investigation and development of the Internal review for all Vulnerable Adult reports. Performs direct care duties as necessary, which includes assisting individuals in areas of activity of daily living skills, lifting / transferring individuals, and community integration. Occasionally lifts up to 75 pounds, which includes lifting objects and / or lifting / transferring residents.

STAFF TRAINING AND DEVELOPMENT-

Oversees orientation and ongoing staff development for all sites. Assessed training needs, develops and updates curriculum to ensure compliance with standards. Coordinates and delivers training, supports staff trainers, and ensures materials are current. Maintains user‑friendly systems for staff to self‑direct and document training. Facilitates training in homes, including location‑specific curriculum and new employee orientation. Develops external resource network to supplement training needs. Ensures all training programs comply with state and federal statutes.

FISCAL INTEGRITY-

Non‑profit organizations depend on grants and donations from their supporters, therefore, it is absolutely imperative that all employees in the organization participate and assist with all fundraising activities. This may include committee participation and leadership activities as delegated by Vice President of Residential Services. All supervisors / managers / directors shall assist in formulating all aspects of the fundraising program including, but not limited to the following activities; make recommendations; develop proposals; take and active role in the organization’s annual fundraising evenings, including the annual golf event, mass mailings, capital campaigns, planned giving, and grant writing.

SAFETY-

Adheres to all safety policies and procedures and fosters awareness and actions that promote a safe living and working environment. Monitors and responds to emergencies in accordance with established guidelines. Maintains an injury‑free workplace by identifying and reporting unsafe conditions, and initiates problem‑solving to develop plans for corrections / prevention. Follows established lifting and transfer guidelines and trains others in proper lifting techniques. Assures representation from each house on the Safety Committee. Participates on Occupational Health Committee.

REGULATION COMPLIANCE-

Adheres to and maintains knowledge of all policies and procedures and philosophy of The Phoenix Residence, Inc., and all rules and regulations of licensing / certifying agencies. Assures regulation adherence by managers and staff through the routine completion of Quality Assurance Audits. Monitors an updates training programs to comply with all licensing and certifying agency requirements, and preparing curriculum to implement new industry rules and regulations. Develops systems that provide continual regulation adherence and improvement in quality services. Maintains continual regulation / inspection readiness as a minimum standard of performance. Has working knowledge of and complies with all regulations; ICF / MR Federal Regulations, Rule 245B (Consolidate Rule), Supervised Living Facility, Life Safety Code, Food and Beverage, Rule 10, Rule 40, Adult Foster Care, Human Services Licensing Act, and regulations related to employment law. Must pass internal rules and regulations test, within six‑month of being hired and every two years throughout employment. Participates in the survey process and develops the Plan of Correction for any citations in conjunction with the APD and Program Supervisors.

CUSTOMER / HUMAN RELATIONS-

Maintains and fosters cordial relationships and optimal communication between residents, families, staff, and outside agencies. Monitors the completion and follow up of the complaint policy and tracks patterns which may need to be addressed through the development / training of Best Practices and organizational change. Displays positive, supportive, and cooperative conduct; acts as a role model for appropriate conduct serving resident needs. Provides encouragement and motivation to staff to assure effective / professional communication at all times. Communicates effectively both verbally and in writing; listens accurately and responsively. Responds to communication in timely manner, reviews e‑mail daily. Responds to customer complaints in a timely and professional manner, while assessing for necessary system changes, staff training, and monitoring.

DEVELOPMENT OF THE POSITION

Attends all mandatory and other job related in‑services; develops and provides in‑service training to team members through orientation, leadership classes, QDDP training, and household meetings. Takes on extra projects as appropriate; proposes new ideas, growth, and creativity. Attends several committee meetings. Responsible for chairing a committee(s) in alignment with the organization’s strategic plan and objectives. Attends any participates in manager and leaders meetings, health services, incident review, and food services, as needed. Establishes and maintains departmental goals.

ASSUMES ADDITIONAL RESPONSIBILITIES AS REQUESTED-

Identifies and responds to resident needs in emotional and social areas. However, intervention in these areas does not fall within the meaning of psychotherapy. Operates and maintains household, office and resident equipment. May need to perform tasks that fall within Category II of infection control definitions, which includes tasks that may involve exposure to blood, body fluids, and / or tissue. Reads, writes, speaks, hears the English language adequately to interact and respond to residents needs.

QUALIFICATIONS

• Bachelor's Degree in Human Services related field required
• Three (3) or more years of supervisory or management experiences in long‑term and / or residential settings
• Qualified Developmental Disability Professional (QDDP)
• Experience in training and knowledge of ICF / DD regulations preferred
• Experience in supervision and leadership, with ability to develop and facilitate training programs
• CPR, within first six‑months of employment
• Trained Medications Administration, within first six-months of employment
• Trained to drive Phoenix owned vehicles within first six‑months of employment
• Ability to be responsible for 24‑hour coverage, and respond to issues as necessary
• Excellent problem solving and decision making skills
• Excellent organization and communication skills
• Ability to occasionally lift up to 75 pounds, which includes lifting objects and / or transferring residents
• Ability to see and hear in order to make assessments
• Ability to read, write and speak the English language
• Ability to travel between multiple sites. If driving, holds a valid license and maintains a safe driving record
• Ability to sit, stand, stoop, bend, reach, and push / pull wheelchairs
• Ability to operate and maintain household and resident equipment
• Ability to respond to emergencies according to established procedures and guidelines of The Phoenix Residence, Inc.
• Carry a cell phone, and responds to calls as necessary
• Excellent communication skills
• Ability to be employed full‑time

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