Quality Assurance Manager
3 weeks ago
The Community Service Society (CSS) seeks a Quality Assurance Manager for its new Ombuds program for people with intellectual and developmental disabilities (IDD) in the Health Initiatives Department. The Community Service Society (CSS) is an independent, not-for-profit organization that has been at the forefront of public policy innovations that support low-income New Yorkers for over 175 years. CSS’s Health Initiatives Department runs a number of statewide programs that help New Yorkers find and use their health insurance or otherwise access health care and services, including Community Health Advocates (CHA); the Community Health Access to Addiction and Mental Healthcare Project (CHAMP); the Independent Consumer Advocacy Network (ICAN); and several enrollment assistance programs. These programs are free for New Yorkers. In 2024, the New York State Office for People with Developmental Disabilities (OPWDD) issued a proposal to establish and operate an independent, conflict-free consumer assistance program (Ombudsman) for people with intellectual and developmental disabilities pursuant to §33.28 of the Mental Hygiene Law.
CSS is seeking a dedicated and experienced individual to serve as the IDD Ombuds program’s Quality Assurance Manager. They will design and implement a quality assurance program to ensure client satisfaction and that the services provided are appropriate and timely. They will also work on program management and reporting—including managing partnerships.
Job Description:
- Monitor and implement quality assurance procedures for the successful operation of the IDD Helpline in partnership with the IDD Ombudsprogram Helpline Manager and the Supervising Attorney.
- Manage a network of community-based organizations that provide educational services regarding the IDD Ombuds program and its activities.
- Provide technical assistance and training to IDD Ombuds program staff and partner community groups regarding the services available to people who have intellectual or developmental disabilities.
- Lead the design of client materials and the management of the IDD Ombudsprogram website to ensure they are current and accurate.
- Provide specific, diplomatic, and constructive feedback to IDD Ombuds program staff, partners, and State officials on issues identified through QA reviews.
- Manage case reporting system for IDD Ombuds program.
- Work closely with the IDD Helpline Manager and Supervising Attorney and other staff to identify training needs and the reporting of systemic issues facing clients with intellectual and developmental disabilities.
Job Requirements
- A graduate degree in law, health policy, social work, or other relevant discipline is preferred.
- Lived or significant work experience concerning issues facing people with intellectual and developmental disabilities is strongly preferred.
- A minimum of two years of experience providing assistance to consumers and/or advocates on issues concerning people with intellectual and developmental disabilities, health insurance, or healthcare access issues is required.
- Experience supervising customer service staff preferred.
- Extraordinary organizational skills are required.
- Ability to write clearly, and concisely and keep detailed notes of all communications.
- Strong communication, research, and advocacy skills required.
- Proficient in MS Office and SalesForce database management skills preferred.
- Ability to speak a language other than English preferred.
Salary and Benefits: The annual salary for this position is $84,710.00. Community Service Society provides a comprehensive employee benefits package including health, dental, and vision coverage, life, AD&D, and long-term disability insurance, 403b retirement savings plan, defined benefit retirement plan, flexible spending accounts, commuter benefits plan, EAP, and more in addition to paid holidays, vacation, sick, and personal days.
CSS currently offers a hybrid work environment requiring onsite work at CSS’ office at least two days per week and three days per work remote work.
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