QUALITY IMPROVEMENT PROGRAM MANAGER

Job Specifications

Class Code:	SB7
Analyst:	JES

Date Originated:	10/20
Date Revised:

COUNTY OF SANTA CRUZ

DEFINITION

Under general direction, develop, implement, coordinate, monitor and evaluate multiple human services programs within the department with a goal of regulatory compliance and continuous quality improvement; supervise staff members of the Quality Improvement Unit; and perform other duties as required.

DISTINGUISHING CHARACTERISTICS

This single position class is responsible for directing and managing the work of Quality Improvement staff, which works directly with department programs, to evaluate, recommend and implement systems and process improvements.  The Quality Improvement Program Manager is distinguished from the Senior Human Services Analyst by the breadth of knowledge required and the department-wide scope and impact of decision-making in the implementation of their specific assignment in quality assurance/ improvement, whereas the latter is specific to a division, section, unit and/or function.

TYPICAL TASKS

• Oversee and administer the activities of the Quality Improvement Program Unit, including developing, implementing, and evaluating process improvement initiatives across all divisions;
• Develop local practices, policies, and procedures to assess, evaluate and report on performance across all divisions;
• Develop and implement standardized case and program reviews; collect and analyze data, develop, and implement system improvement ideas, and re-evaluate efficacy of implemented ideas;
• Analyze, organize, and communicate quality case review data to program/division leadership and executive leaders for compliance and quality improvement;
• Work closely with program/division leadership to design and implement case-specific reports to meet the needs of the program;
• Ensure quality assurance standards for program divisions are monitored appropriately; serve as the Quality Assurance liaison to State and Federal governments regarding mandated program audits and quality assurance reporting;
• Develop and implement target reviews for division services; assess program areas needing improvement, recommend changes in practices/procedures, and revaluate for effectiveness;
• Oversee the development and implementation of the department’s customer experience measurement program; create customer experience survey for each program and develop and implement processes to provide reports and feedback to programs;
• Provide oversight of the Child Care Welfare case reviews and work independently with the State to meet State and Federal guidelines;
• Identify potential systemic issues within social services that impact outcomes and delivery of quality services; report issues to division leadership and recommend system improvement ideas;
• Plan, organize and oversee the staffing function; hire, supervise, train, and evaluate the work performance of subordinate staff and assign responsibilities for attaining departmental goals and objectives related to quality improvement;
• Maintain program knowledge across multiple social service programs; participate in learning collaboratives, attend training, workshops and conferences, and read/interpret State Letters and Notices;
• Attend, participate, and lead department wide steering committees, workgroups, and leadership meetings;
• Develop and prepare a variety of correspondence, including but not limited to narratives and data reports, information for the Board of Supervisors, program documentation, policies, procedures, and other written material.

EMPLOYMENT STANDARDS

Knowledge of:

Thorough knowledge of:

• Principles and practices of public administration, program planning and evaluation.
• Current quality improvement principles, best practices, and trends in the delivery of social services programs.
• Practices and techniques of interpreting and analyzing data.
• Regulatory requirements for quality assurance compliance.
• Service delivery policies and procedures.

Working knowledge of:

• Principles and practices of supervision and training. 
• Functions and services of a local Human Services Department.
• Federal, state, and local laws, policies, and administrative procedures of social services programs.
• Quality assurance concepts and methods as applied to social services programs.
• Current capabilities, processes and applications of automated data systems and technology.

Some knowledge of:

• Program budgeting and fiscal management.
• Principles and practices of diversity, inclusion, and equity.

Ability to:

• Develop, evaluate, recommend, and implement process improvements.
• Implement a Continuous Quality Improvement model.
• Develop processes for using data and outcomes to improve agency practices, procedures, and functions.
• Collect, review, and compile data to establish/identify errors; create reports and communicate findings effectively with staff at all levels.
• Develop quality improvement plans to address quality assurance issues.
• Assess critical and complex situations and develop analytical solutions.
• Identify opportunities to measure and evaluate customer experience, efficiency, and effectiveness.
• Interpret, explain, and apply complex laws, regulations, and directives.
• Plan, supervise, and evaluate the work of quality improvement staff.
• Organize work, set priorities, meet critical deadlines, and follow up on assignments with a minimal amount of direction.
• Act as subject matter expert regarding quality and process improvement initiatives.
• Demonstrate active listening skills, communicate ideas and information effectively both orally and in writing, and speak effectively before large and small groups.
• Establish and maintain effective working relationships with all levels of departmental staff and others contacted in the course of work.
• Work independently as well as within a team structure.
• Prepare clear and concise oral and written reports.
• Access, input and analyze data utilizing a computer.
• Respond appropriately to workplace conflicts/complaints.

Education and Experience:

Any combination of education and experience, which would provide the required knowledge and abilities, is qualifying, unless otherwise specified. A typical way to obtain these would be:

• Equivalent to a bachelor’s degree in public administration, social welfare, social/human services or other behavioral science, education, business, public, or personnel administration.

AND

• Two years of full-time professional experience in quality management, planning, evaluation, quality improvement, or closely related field. One year of the required experience must have included responsibility for staff supervision, program planning and evaluation.

Special Requirements/Conditions:

Possession and maintenance of valid Class C California Driver License issued by the California State Department of Motor Vehicles by the time of appointment.

Bargaining Unit:  11

EEOC Job Category: 02

Occupational Grouping: 64

Worker's Comp Code: 0053