Fedcap is looking to ensure appropriate and effective monitoring of existing procedures of program operations and delivery of services, and to maintain an ongoing staff training program to ensure that staff are up to date on policies, procedures, and enhanced service practices.
Requirements
- Experience with quality assurance, preferably in social services, public health, or workforce development.
- Experience with workforce development is a plus.
- Knowledge of ADA and regulatory standards
- Ability to develop and implement quality assurance tools
- Ability to conduct site visits and observe staff interaction with participants
- Ability to review case files for completeness, accuracy, and compliance
- Ability to analyze surveys and gather feedback
Responsibilities
- Create SOPs and Desk Guides for new and existing programs, reviewing and updating materials for programs and conducting training with staff to ensure understanding and compliance with both funder and Fedcap requirements.
- Develop and maintain an annual report that provides a thorough description of Fedcap's Quality Assurance activities with an established Quality Improvement Plan (QIP) model.
- Develop and implement quality assurance tools to measure and assess the impact of systems, policies and protocols on operational efficiencies and program effectiveness.
- Conduct site visits to observe staff interaction with participants including intakes, service plan creation, and workshops.
- Review case files for completeness, accuracy, and compliance.
- Monitor Customer Service standards including conducting participant focus groups and analyzing surveys to gather feedback and increase awareness of participants’ perspective of program services.
- Prepare monthly and quarterly reports for Senior Leadership and regulatory bodies.
Other
- A bachelor’s degree in public health, public administration, human services, or a related field, with master’s degree preferred.
- At least 2 years' experience in quality assurance
- Ability to work collaboratively with program departments, external agencies and stakeholders
- Ability to communicate effectively with staff and participants
- Ability to design and conduct staff training to cure deficiencies and reiterate company standards
