Direct Support Quality Assurance Coordinator

Job Purpose

Under the supervision of the Senior Manager of Quality Assurance, the Quality Assurance Coordinator is responsible for assisting in the oversight of staff compliance to state regulations and agency policy and procedures. The QA Coordinator will assist in the investigation of complaints/grievances and tracking and filing of internal incidents/Unusual Incident Reports (UIRs) as required and will assist the Senior Manager in maintaining a Quality Management System (QMS) that ensures the implementation of best practices, as well as, customer satisfaction. Promote continuous improvement initiatives to establish a high level of service delivery which incorporates current trends regarding programming. This includes, acting as a liaison between the Division of Developmental Disabilities (DDD) and JESPY House. The QA Coordinator assists with the process of accreditation standards relevant to Commission on Accreditation of Rehabilitation Facilities (CARF) and state certifications. This Coordinator is also responsible for learning and assisting in the day-to-day functions of the EHR system.

Essential Functions

• Learns and follows the agency's policies and procedures by attending mandatory in-service programs given by the agency.
• Help in the development and help to oversee the Quality Assurance Plan.

• Help oversee Quality Assurance of Electric Health Record (EHR) system and input of documentation of client service delivery including intakes and discharges, setting up new employees, fixing note issues, etc.
• Represent agency at New Jersey Association of Community Providers (NJACP) meetings and events.
• Act as liaison between DDD, and JESPY, attending meetings, seminars, webinars, and in-service training sessions offered by DDD.
• Help oversee and ensure compliance with JESPY and DDD and CARF Policies and Procedures.
• Assist with writing updates to JESPY’s Policy and Procedure manual as needed.
• Participate in DDD audits and CARF accreditation of JESPY.
• Assist in the collection of required department reporting (i.e., weekly billable hours, client evals, department manual updates, annual department reports, etc.)
• Assist the Senior Manager as needed working with Support Coordinators (SC) in coordinating available services and consequential outcomes available at JESPY in both the DDD Supports Program and Community Care Program (CCP).

• Help to establish and implement metrics (process capability, control charts, measurement quality) for monitoring system effectiveness and to enable supervisors to make sound product quality decisions.
• Assist in monitoring all departments for adherence to agency policy and procedures.
• Investigate and track reports of complaints/grievances when required.
• Communicate with families and/or clients in response to complaints/grievances regarding quality-of-service matters in all program areas.
• Prepare plan of action to correct or modify or improve quality of service in response to complaints/grievances.
• Track the progress of plan of action to ensure improved quality of service.
• Investigate and track internal client incidents and file UIRs as required.
• Perform and report on internal audits and pop-up spot checks on clients and programs/services.
• Develop various weekly, monthly, quarterly, and yearly reports (i.e. Note Issues, QA Dashboard, CM vs. DLS Hours, Complaints/Grievances, Incidents, etc.)
• Assist with training of newly hired staff during orientation/onboarding.
• Participate in JESPY internal meetings where clients and quality of services are discussed (i.e. Management, Intake, Interdepartmental, Behavioral, Compliance, Health and Safety, etc.)
• Participate in external meetings as needed (i.e. NJACP, DDD Webinars, etc.)
• Participate in internal and external training as required by the position.
• Promote strong communication with stakeholders regarding programming and client service updates.

Competencies

1. Written & Verbal Communication Proficiency
2. Decision Making
3. Organizational Skills
4. Problem Solving/Analysis
5. Results Driven
6. Strong Leadership Skills
7. Technical Capacity
8. Attention to detail
9. Time Management
10. Computer Proficiency

Commitment to Core Value

• Adhere strictly to HIPAA requirements and all agency confidentiality guidelines.
• Establish positive, balanced relationships with clients, as demonstrated by:
  • treatment of individuals with respect and dignity and in an age and culturally appropriate manner;
  • a commitment towards the individual's rights and responsibilities; and
  • establishment of clear boundaries that allow for productive interactions.

Other Responsibilities

• Ongoing quality checks of staff documentation of service delivery to ensure full reimbursement
• Help organize scheduled trainings and support to all staff
• Assist with client contract renewal
• Assist in the implementation of stakeholder surveys
• Maintain familiarity with DDD policies and procedures
• Communicate regularly with staff about any changes as it relates to EHR, DDD, agency policy implementation, etc.
• Engage with staff to identify areas that are challenging in EHR and work one-on-one to build understanding and confidence
• Other responsibilities that may arise within the job scope
• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Reporting

• Utilization of the EHR system to develop various reports
• Track and report significant data related performance measurement and management
• Generate reporting relative to categories of client satisfaction, client incidents, programming, external stakeholders, and other areas as needed.

Educational Requirements

• College degree in related area or 3 years of experience with an I/DD service agency

Work Experience Requirement

• 3 years of experience in field of I/DD/developmental disabilities
• Knowledge of compliance enforcement
• 3 years of experience working with the office of the NJ Division of Developmental Disabilities
• Experience with Electronic Health Record (EHR) systems
• Knowledge of entitlements helpful
• Previous knowledge of support coordination strongly preferred
• Knowledge of state and federal regulatory agencies affecting individuals with disabilities a must
• Knowledge and experience with CARF standards and accreditation a plus

Skills/Abilities

• Advanced Knowledge of Microsoft Office Word and Excel and e-mail required
• Comfort in learning new tasks as needed
• Excellent writing skills
• Knowledge and comfort with working in an organization serving individuals with Intellectual and Developmental Disabilities
• Detail oriented
• Other responsibilities that may arise within the job scope

Position Type/Expected Hours of Work

• Salaried
• Must be available Monday – Friday, 9am – 5pm
• Must be available weekends and evenings as needed, including for special events.

Special Working Conditions/Physical/Requirements – Working Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, email, phones, photocopiers, filing cabinets, and fax machines, etc.

• Valid New Jersey driver's license is required
• Must hold CPR/First Aid Valid Certification
• Successful clearance of NJ background check
• Successful clearance of Drug Screening
• Has fulfilled the necessary training requirements of JESPY, the College of Direct Support (CDS), and DDD and is in good standing in order to bill Medicaid for the Supports Program and CCP.

Physical Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Direct Reports

NONE

Salary

Salary commensurate with experience.

Notes/Comments

This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the posit