Quality Assurance Specialist (3817)

Classification: Hourly/Non-Exempt
Department: Quality Assurance & Compliance

Reports to: Director of Quality Assurance

Position Overview

The Quality Assurance Specialist oversees the planning, implementation, and monitoring of quality assurance standards across all programs and departments to ensure high-quality services for adults with developmental and intellectual disabilities. This role ensures compliance with regulatory, statutory, and contractual requirements, including DDS, MassHealth, CARF, and other accrediting bodies. The position provides leadership, guidance, and training support to staff, monitors program performance, and leads continuous quality improvement initiatives.

Essential Duties and Responsibilities:

Program Oversight and Compliance

• Supervise the DDS Individual Service Plan (ISP) process for all Residential, Day Habilitation, and Employment Services programs.
• Regularly visit programs to observe operations, review records, and ensure active treatment, Positive Behavior Support (PBS), and best practices are implemented.
• Conduct internal audits of program records to ensure accuracy, completeness, and compliance with quality standards.
• Coordinate and complete documentation for audits by DDS, CARF, MassHealth, and other regulatory bodies.
• Maintain data, track reports, and ensure timely submission to relevant oversight agencies.
• Serve as a liaison between the agency and external regulatory bodies, including DDS service coordinators.

Training and Staff Development

• Monitor and coordinate staff training activities to ensure regulatory compliance and effective use of resources.
• Review training materials, evaluate trainers, and incorporate feedback to enhance learning outcomes.
• Maintain accurate records of employee training completion and notify staff/managers of training deficiencies.
• Conduct trainings as assigned and assist managers with developing individualized learning plans for staff.

Stakeholder Engagement and Satisfaction

• Facilitate program member forums and collect feedback to ensure services meet individual needs.
• Distribute and analyze satisfaction surveys for program members, families, guardians, and other stakeholders.
• Act as a key interdisciplinary team member, ensuring effective communication and collaboration across programs.

Quality Improvement and Data Management

• Gather, analyze, and report on quality, outcome, and satisfaction data to identify trends, risks, and areas for improvement.
• Assist program directors in using data to drive strategic decisions and improve service delivery.
• Support development and monitoring of annual program goals, key performance indicators, and quality improvement initiatives.
• Participate in strategic planning and cross-departmental problem-solving initiatives.

Additional Responsibilities

• Maintain accurate records of ISPs, consents, and other required documentation.
• Coordinate Annual Day Habilitation Plan meetings with program members and guardians.
• Assist with performance measurement reporting and other documentation as requested by leadership.
• May carry a caseload as needed depending on departmental needs.

Qualifications

• Bachelor’s degree in Human Services, Social Work, Special Education, or a related field; Master’s degree preferred.
• Minimum of 3–5 years’ experience in human services, quality assurance, or program management.
• Knowledge of DDS regulations, MassHealth requirements, CARF standards, and best practices for individuals with developmental/intellectual disabilities.
• Strong leadership, analytical, and problem-solving skills.
• Excellent written and verbal communication skills.
• Experience with training coordination, data analysis, and quality improvement initiatives.
• Ability to maintain confidentiality and exercise discretion.

Key Competencies:

• Strong organizational and project management skills.
• Ability to collaborate with multidisciplinary teams.
• Commitment to person-centered practices and continuous quality improvement.
• Proficiency with data management systems and Microsoft Office Suite.