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Quality Assurance Lead for IDD Services
2 months ago
The Community Service Society (CSS) is in search of a Quality Assurance Manager to oversee its innovative Ombuds program aimed at supporting individuals with intellectual and developmental disabilities (IDD) within the Health Initiatives Department. With a legacy of over 175 years, CSS is a respected, independent, not-for-profit organization dedicated to enhancing public policy for low-income New Yorkers.
As the Quality Assurance Manager for the IDD Ombuds program, you will be instrumental in crafting and executing a quality assurance framework that prioritizes client satisfaction and ensures the timely and appropriate delivery of services. This role will also encompass program management and reporting, including the cultivation of partnerships.
Key Responsibilities:
- Oversee and enforce quality assurance protocols to guarantee the effective functioning of the IDD Helpline, collaborating closely with the IDD Ombuds program Helpline Manager and the Supervising Attorney.
- Coordinate a network of community organizations that provide educational outreach regarding the IDD Ombuds program and its initiatives.
- Deliver technical support and training to IDD Ombuds program personnel and partner organizations concerning available services for individuals with intellectual or developmental disabilities.
- Lead the development of client-facing materials and manage the IDD Ombuds program website to ensure accuracy and relevance.
- Offer constructive and diplomatic feedback to IDD Ombuds program staff, partners, and State officials based on insights gained from quality assurance evaluations.
- Administer the case reporting system for the IDD Ombuds program.
- Collaborate with the IDD Helpline Manager, Supervising Attorney, and other team members to identify training requirements and address systemic challenges faced by clients with intellectual and developmental disabilities.
Qualifications:
- A graduate degree in law, health policy, social work, or a related field is preferred.
- Significant lived or professional experience related to the challenges faced by individuals with intellectual and developmental disabilities is highly desirable.
- A minimum of two years of experience assisting consumers or advocates with issues related to intellectual and developmental disabilities, health insurance, or healthcare access is required.
- Experience in supervising customer service teams is preferred.
- Exceptional organizational abilities are essential.
- Strong written communication skills, with an emphasis on clarity and detail in documentation.
- Excellent communication, research, and advocacy skills are required.
- Proficiency in MS Office and experience with SalesForce database management is preferred.
- Fluency in a language other than English is a plus.
Compensation and Benefits: The annual salary for this role is competitive, and the Community Service Society offers a comprehensive benefits package that includes health, dental, and vision insurance, life and long-term disability coverage, a retirement savings plan, flexible spending accounts, commuter benefits, and more, along with paid holidays, vacation, sick, and personal days.
Work Environment: CSS currently supports a hybrid work model, requiring in-office presence at least two days per week while allowing for remote work for the remaining days.
