QUALITY IMPROVEMENT PROGRAM MANAGER
COUNTY OF SANTA CRUZ
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.
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. †
- Oversee and administer the
activities of the Quality Improvement Program Unit, including developing,
implementing, and evaluating process improvement initiatives across all
- Develop local practices, policies,
and procedures to assess, evaluate and report on performance across all
- 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
- 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 departmentís 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
- 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.
- 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
requirements for quality assurance compliance.
delivery policies and procedures.
- Principles and practices of supervision and
- Functions and services of a local Human Services
- Federal, state, and local laws, policies, and
administrative procedures of social services programs.
assurance concepts and methods as applied to social services programs.
- Current capabilities, processes and applications
of automated data systems and technology.
- Program budgeting
and fiscal management.
- Principles and
practices of diversity, inclusion, and equity.
- Develop, evaluate, recommend, and implement process
- Implement a Continuous Quality
- 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.
quality improvement plans to address quality assurance issues.
- Assess critical and complex situations and develop analytical
- Identify opportunities to measure and evaluate customer
experience, efficiency, and effectiveness.
- Interpret, explain, and apply complex laws, regulations,
- Plan, supervise, and evaluate the work of quality
- 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
clear and concise oral and written reports.
- Access, input and analyze data utilizing a
- Respond appropriately to workplace
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 bachelorís degree
in public administration, social welfare, social/human services or other
behavioral science, education, business, public, or personnel administration.
- 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.
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