Quality Assurance Specialist

Summary: The Quality Assurance Specialist, as part of the quality assurance (QA) team, ensures that The Guild follows the continuity of standards of operation for each department that meet or exceed those established by the regulating agencies of the Commonwealth of Massachusetts and the Commission on Accreditation of Rehabilitation Facilities (CARF). With a goal of assuring compliance and quality of life outcomes, the Quality Assurance Specialist will complete internal audits at all sites, generate audit reports with findings, follow up with concerns to ensure all results have been corrected, conduct training when needed, and make best practice recommendations that exceed regulatory standards.

Primary Job Responsibilities

• Implement audits and reviews using tools that measure program performance against established standards of regulating agencies and CARF.
• Join department and team meetings to communicate quality improvement issues in specific program areas.
• Work with the QA team to collect and analyze quality assurance data and trends within all program areas.
• Support the maintenance of The Guild’s policies and procedures documentation.
• Participate on The Guild’s Internal Abuse and Investigation Committee (IAIC) and conduct internal investigations of allegations of student abuse and/or neglect as assigned.
• Notify and liaise with external agencies, such as DCF, DPPC, DDS, and DEEC regarding any report of abuse or neglect.
• Conduct scheduled and unscheduled inspections of Guild facilities to ensure compliance with all program regulations and standards.
• Work with the Director of Quality Assurance and Compliance to coordinate and execute activities necessary for the preparation of external audits.
• Attend annual inspections conducted by external agencies on youth and adult residences.
• Perform milieu-based observations in person or via video review to ensure that individuals served by The Guild are participating actively and routinely in community activities, meaningful education, and work opportunities.
• Collect other milieu based observations carried out by designated Guild employees and work with Data Systems Manager to input observations for analysis
• Human Rights Officer for Youth Programs and lead training and support for youth program employees around Human Rights.
• Conduct QA camera surveillance operating checks.
• Develop familiarity with Guild’s electronic record system and state agency information portals for reporting and review as needed.
• Attend regularly scheduled meetings including Operations Department meetings, Positive Behavior Support Teams and Risk Leadership Teams as assigned.
• Recommend (and provide some) staff training to enhance performance against standards and best practices.
• Develop and maintain familiarity with current best and leading practice standards in audit/review areas to inform program recommendations.
• Other duties as assigned.

Essential Functions

• Regular attendance at work, including during inclement weather
• Work independently, solve problems collaboratively, and handle stressful situations in a calm manner and with sound judgment.
• Demonstrate mature judgment, strong interpersonal skills, investigative neutrality, and willingness to learn from skilled professionals.
• Maintain confidentiality of investigations, including legal privacy protections for individuals served and staff, unless authorized or as part of law enforcement investigation.
• Develop and maintain current awareness about The Guild’s policies, programs, and procedures as well as regulations and contracted obligations.
• Investigate audio, video, documentary, and interpersonal information to analyze, illustrate, and assess severity of challenges
• Maximize the use of professional-level, verbal and written English to convey regulations, expectations, commendations, and violations to program leaders and regulators.
• Operate computer software packages, including video surveillance cameras, databases, and common computer applications, such as Microsoft Office Suite.

Qualifications

• Bachelor’s degree in counseling, social work, psychology, nonprofit management or related field, preferred
• Five (5) years of experience with individuals who have mental health diagnoses and/or developmental disabilities, residential experience preferred
• A high degree of effective oral and written communications skills in English
• Knowledge of Massachusetts regulatory standards is required with preferred experience in regulatory compliance with standards from Department of Early Education and Care (DEEC), Department of Developmental Services (DDS) and Department of Public Health (DPH).
• Excellent organization and time management skills.
• Reliable transportation to 20+ locations in Massachusetts
• Physical and mental capacity to work in stressful situations and de-escalate individuals who have limited cognition and complex needs
• Proficiency in Microsoft Office Suite

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