Job Description
I) Job Purpose
This position will supervise Quality Assurance Coordinator (QAC) staff, setting and overseeing performance goals, driving quality initiatives, and ensuring QAC staff activities are efficient and effective in driving overall quality and maintenance of the regulatory requirements of Disability Services functions. This position will also collect, trend, analyze and report data from DS incident reports to MHMR management staff to provide systematic and ongoing support to DS staff and Network Providers. Components of this position include staff collaboration, knowledge of program rules and ability to train others on guidelines, ability to lead a meeting, ability to research issues, ability to interpret rules and guidelines into program processes, and detailed audit skills. This position also serves as the liaison between Disability Services and Client Rights in relation to intake of complaints, grievances, and allegations of abuse/neglect/exploitation.
II) Essential Functions
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QA Management – Responsible for the monitoring of Quality Assurance for the DS Division.A. Lead a team of Quality Assurance Coordinators in meeting KPIs for performance oversight and facilitates discussions and solutions regarding best practice for supporting Direct Care staff in the delivery of quality services and compliance with state and agency policy and regulations.
B. Responsible for the Quality Assurance oversight of Monitor Tools against contract compliance measures.
C. Provide clear feedback to the Divisional programs to maintain compliance standards
D. Report quantitative data for Divisional performance regarding compliance standards and Quality Assurance initiatives for improvement.
E. Solicits feedback from the people in services regarding experience with Disability Services and its contracted Providers.
F. Completes reviews of Electronic Health Records against compliance standards to assist on annual HHS survey preparation.
G. Meets performance timelines and participates in Divisional, Departmental and Agency
meetings/trainings.
H. Collect, analyze, and report on incidents within the requirements of State Reporting regulations, grant programs, accreditation programs, and any other Division need.
I. Provide electronic incident reporting Quality Assurance oversight and management for the IDD Division.
J. Receive, track, and complete follow up on complaints received for the Division by the agency compliance office.
K. Conduct compliance reviews and provide results in an efficient and clear manner.
L. Receive and track allegations of abuse, neglect, and/or exploitation involving individuals receiving services through to resolution.
General Performance
A. Completes time and attendance data entry accurately and timely according to agency procedures 95% of the time.
B. Completes and submits travel vouchers/reimbursement forms according to agency procedures 100% of the time.
C. Maintains a high attendance record and notifies Director of intentions to be absent by start of workday.
D. Completes all refresher training required by MHMRTC annually 100% of the time.
E. Attends departmental meetings and trainings on a regular basis.
F. Exhibits strong customer service skills by:
a. Receiving a limited number of verified consumer complaints (less than 4 annually) related to communication or actions.
b. Being focused on providing quality and timely services and information to all consumers served in a consumer-friendly manner.
c. Maintaining a highly confidential workspace at all times.
G. Exhibits a willingness to assume additional duties; seeks the guidance of supervisor prior to beginning an unfamiliar assignment.
H. Perform other related job duties or responsibilities as requested or required, whether or not specifically mentioned in the job description.
I. Performance standards are performed as applicable with MHMR’s We CARE values “We Connect People in Our Community. We Provide Access to Services. We Link People to Resources. We Empower People.”
J. Perform other job duties or responsibilities as requested or assigned.
III) Knowledge of Laws, Regulations, Policies/Procedures, Skills, and Abilities
A. MHMR Policies and Procedures
B. Health and Human Services Commission, TAC Codes related to each DS program, consumer rights, and other related rules and guidelines.
C. Service Definition Manual guidelines
D. MHMR Provider Manual
E. Demonstrated skills in developing productive relationships with individual/families with Disabilities or a Related Condition.
F. Ability to recognize a crisis and act accordingly.
G. Knowledge of local community, Blue Book and other social service resources and ability to appropriately share this information with consumers, families, and other requestors.
H. Ability to work in a non-judgmental manner with individuals whose belief systems may be different.
I. Knowledge of letter formats, computer usage, office equipment.
J. Ability to maintain confidential files and matters.
K. Knowledge of basic word processing and Outlook for email.
L. Demonstrated ability to complete independently the Time & Attendance process.
M. Ability to independently plan and organize work.
N. Ability to establish and maintain effective working relations with supervisor, co-workers, volunteers and staff working for outside agencies.
O. Ability to understand and carry out oral and written instructions.
P. Ability to produce quality work in stressful situations.
Q. Ability to communicate effectively in writing and orally.
R. Ability to maintain self-control.
S. Working knowledge of office practices, business English, spelling, punctuation, and math computations.
T. Ability to prioritize workload and be self-directed.
IV) Internal & External Customer Service
This position requires internal and external contacts (community resources and organizations, clients, families and general public, public/private providers, state office staff, auditors, accreditation organization, other state programs like DFPS, HHSC, etc.). The employee will provide these using written and/or verbal skills, in person and/or telephone.
V) Travel
This position requires periodic local travel with occasional out-of-area travel for trainings and meetings. This may involve use of the agency vehicle or use of personal vehicle with mileage reimbursement.
VI) Equipment Used
Computer, fax machine, phone, stapler, copy machine, shredder, car, paper cutter, scanner.
Job Requirements
VII) Minimum Qualifications
A) Minimum Education:
Bachelor’s Degree in Business, Finance, Health or Human Services, or related field.
B) Defined Education:
Bachelor’s Degree in Business, Finance, Health or Human Services
C) Years’ Experience: Two
D) Defined Experience:
Two years’ experience in Business, Finance, Health, or Human Services
E) Substitutions: May substitute experience for the education requirement.
F) License/Certifications: None
G) Special Courses: None
H) Supervisory Experience: None
VIII) Agency Requirements
A) All staff are required to participate in agency Emergency Preparedness and Environmental Safety programs and may be assigned by their department as a key/essential staff level function during critical events or for the purpose of sustaining business continuity.
B) This position may require temporary or permanent re-assignment to any MHMR Tarrant facility as determined by program needs and/or the Division/Director.
C) Assigned work hours may change as the needs of the agency change.
D) The Functional Title of this position may change as the needs of the agency change.
E) All work will be completed within the scheduled work hours. All non-exempt (hourly) employees are expected to clock in and clock out for each work shift, no work should be done off the clock.
F) Prior approval from supervisor is required for all Paid Time Off (PTO) and Overtime.
G) MHMR reserves the right to change, add to or eliminate positions as it deems appropriate.
H) Employment is at will, as well as agency needs may change.
I) Agency dress code is to be followed at all times.
J) Physical on-site presence, including regular attendance and punctuality, is an essential function of this position. Any changes or adjustments to your assigned work schedule or shift hours must be approved by your supervisor in advance.
