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Position Summary:
Performs duties and leads a team of case managers to support client service delivery in accordance with contract, licensing, accreditation and agency practices. Ensures client needs are met, team members are properly trained, and designated best practices are followed on a daily basis. May help with staffing schedules.
Position Description:
- Assist with reviewing required QA reports,
- Maintain a tracking mechanism for identified QA concerns and their resolution.
- Provide CSMs with coaching and technical assistance when QA reviews identify documentation or case management concerns.
- Elevate recurring or significant concerns to the Supervisor/Associate Director.
- Conduct assigned case file reviews to assist with quality assurance.
- Review documentation for completeness, accuracy, and alignment between identified barriers, case plans, activities, and customer needs.
- Identify trends or recurring documentation concerns and communicate them to leadership.
- Assist with reviewing case documentation in preparation for hearings, audits, monitoring, and other funder reviews.
- Assist in maintaining a calendar or tracking system for required reports and QA deadlines.
- Communicate upcoming deadlines and outstanding items to the appropriate staff.
- Provide updates to the Supervisor and Associate Director regarding completion status and unresolved concerns.
- Serve as a resource to CSMs regarding case management processes, documentation expectations, and challenging cases.
- Assist staff in identifying appropriate resources and next steps when complex customer barriers are identified.
- Identify recurring patterns in QA findings, case documentation, customer engagement, or service delivery
- Other duties as assigned
Required Knowledge, Skills and Abilities:
- Demonstrate professional behavior and strong verbal and written communication skills
- Ability to maintain and ensure appropriate boundaries with staff and clients
- Ability to establish a positive work environment and model strong professional behavior
- Ability to resolve conflict in an open, effective and timely manner
- Problem solving skills and ability to multi-task
- Knowledge of crisis management skills and techniques
- Effective use of computer and basic data management for record keeping purposes
- Driving if required by program
Job Requirements:
- Associate's degree in behavioral science or related field preferred, or a minimum of 2 years of work experience as allowed/required by regulatory bodies.
- Supervisory experience preferred
Essential Functions/Physical Demands:
- Positional: Driving in accordance with job duties assigned. Frequent standing and walking. Occasional sitting.
- Gross Mobility: Rare climbing, or crawling. Infrequent balancing, stooping, kneeling, or crouching. Frequent to constant reaching and handling.
- May require ability to walk up to four flights of stairs depending on location.
- Sensory: Rare tasting/smelling. Infrequent use of color vision. Occasional use of far visual acuity, depth perception, and field of vision. Frequent use of near and midrange visual acuity, and visual accommodation. Frequent to constant talking/communicating.
- Ability to operate standard office equipment including computer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or on the basis of disability.
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