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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 dedicated to individuals with intellectual and developmental disabilities (IDD) within the Health Initiatives Department. CSS is a longstanding, independent, not-for-profit organization committed to enhancing public policy for low-income New Yorkers for over 175 years. The Health Initiatives Department operates various statewide programs designed to assist New Yorkers in navigating health insurance and accessing essential healthcare services.
Key Responsibilities:
- Oversee and enforce quality assurance protocols to ensure the effective functioning of the IDD Helpline in collaboration with the IDD Ombuds program Helpline Manager and Supervising Attorney.
- Coordinate a network of community organizations that deliver educational resources about the IDD Ombuds program and its initiatives.
- Offer technical support and training to IDD Ombuds program personnel and partner organizations regarding available services for individuals with intellectual or developmental disabilities.
- Lead the development of client-facing materials and manage the IDD Ombuds program website to guarantee information is accurate and up-to-date.
- Provide constructive and diplomatic feedback to IDD Ombuds program staff, partners, and State officials based on findings from quality assurance evaluations.
- Administer the case reporting system for the IDD Ombuds program.
- Collaborate closely with the IDD Helpline Manager, Supervising Attorney, and other team members to identify training requirements and report systemic challenges encountered 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 addressing the challenges faced by individuals with intellectual and developmental disabilities is highly desirable.
- A minimum of two years of experience assisting consumers or advocates on matters 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 and attention to detail in documentation are required.
- Excellent communication, research, and advocacy skills are necessary.
- Proficiency in MS Office and familiarity with SalesForce database management is preferred.
- Ability to communicate 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, and paid time off.
Work Environment: CSS promotes a hybrid work model, requiring in-office presence at least two days a week while allowing for remote work on the remaining days.
