Quality Systems Specialist - Service Coordination, Inc.

SCI Summary: SCI supports people with disabilities, behavioral challenges, medically complex needs, transitioning youth, the elderly, and other populations using Maryland Department of Health's Targeted Case Management and Supports Planning work models as well as a concierge level geriatric care management and care partner model.

Position Summary: The Quality Systems Specialist (QSS) will work as a Quality Assurance and process improvement professional in support of case managers and other SCI Team Members to provide high quality person-centered supports and services by translating person-centered protocols and philosophies into effective QA protocols. The QSS uses available database systems and Total Quality Management Program, combined with their own observation and monitoring to assist in assessing organizational performance, implementing improvement plans accordingly, and monitoring their effectiveness. The QSS has the ability to translate the subjective nature of person-centered case management services into quantifiable information, tools and practices.

SCI Team Member Expectations: All SCI team members are expected to: Ensure services provided follow the organization's mission statement, core operating values and policies and procedures, follow HIPAA, confidentiality and security procedures and principles; collaborate with peers, leadership, and support areas of the organization; actively participate in and contribute to leadership and other staff meetings and trainings; maintains compliance with federal, state, and local employment laws and regulations; follow self-direction and person-centered planning procedures and philosophy; and to foster a culture that values diversity.

Essential Duties:

• Assist to implement and maintain SCI's Total Quality Management Program
• Create and maintain tools to support supervisor and program oversight of quality and compliance
• Assist with the preparation of periodic and annual Quality Assurance reports for submission to various external oversight entities, including obtaining data from LTSS, SCI's Internal Database, and other required sources
• Work collaboratively with leadership to develop person-centered protocols ensuring the quality and compliance of services, and the ongoing oversight of these service, remediation of systemic issues as needed. Liaise with the Data Scientist to develop the associate data capture methods to measure the effectiveness of associated protocols.
• Assist with the implementation of a comprehensive quality, customer service, and satisfaction plan by conducting audits, gathering information and data to measure, analyze, and summarize.
• Assist to determine practices and other contributing factors for top performers to ensure all Team Members can implement similar practices, aligning policies, procedures, and practices as appropriate. Use information learned to develop and recommend remediation strategies for all others.
• Assist to gather information for external surveys that are relevant to program services, as needed.
• Work collaboratively with organization leadership to create a culture of person centeredness that starts with and extends from the people receiving our services and includes the professional staff providing or otherwise supporting the provision of services to those people.
• Participate in meetings, training, and certification that offer learning opportunities and that promote and enhance skills and ongoing professional development.
• Ensure that assigned organization project objectives are met.
• Perform all duties as described, and others as required, using the foundation of the agency philosophy and values.
• Complete special projects or perform other duties as needed to meet departmental goals.

Supervisory Duties:

• N/A

Education Required:

• A minimum of a Bachelor's degree, Human Services or related field, preferred.
• The QSS will pursue and obtain professional development certification that aligns with SCI's TQM (i.e. American Society for Quality). This certification will be received within 6 months of QSS position start date. Certification must remain active through employment.

Experience Required:

• Experience working with people in the social or human services sector; minimum of 2 years preferred. Work with people with intellectual and developmental disabilities, medically complex needs, or mental health diagnosis preferred.
• Experience implementing quality management protocols
• Ability to work in a mobile environment.

SCI Value Related Competencies:

• People Come First (Customer Focus): Thinks and acts with people we support in mind when making decisions. Dedicated to meeting the expectations and requirements of internal and external shareholders, uses information and feedback to improve services.

• Building Relationships and Connections: Interpersonal savvy. Relates to all kinds of people. Builds appropriate rapport, uses diplomacy and tact, diffuses high-tension situations comfortably. Establishes and maintains meaningful connections within the community and the organization (internal and external stakeholders)

• Education (Informing Others): Quickly finds common ground to solve problems. Is seen as a cooperative team player. Provides coaching and mentoring to team members. Consistent communicator, provides team members with the tools they need to perform their jobs in a timely manner. Explores all available options to make the best decision for internal and external holders

• Diversity: Values, appreciates and honors the ways in which cultural differences can create value in organizations. Is service oriented: Demonstrates a commitment to the philosophies for services and the goal of independence for the people we serve. Raises awareness in communities to appreciate the similarities and unique gifts of each person. Interacts with all kinds of team members equitably, deals effectively with all races, nationalities, cultures, disabilities, ages, and genders, supports equal and fair treatment and opportunity for all.
• Driving Solutions (Perseverance): Pursues all initiatives with energy, drive, and the goal to succeed.

Job-Specific Competencies:

• Action Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm

• Collaborates: Building partnerships and working collaboratively with others to meet shared objectives

• Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences

• Cultivates Innovation: Creating new and better ways for the organization to be successful

• Decision Quality: Making good and timely decisions that keep the organization moving forward

• Manages Ambiguity: Operating effectively, even when things are not certain or the way forward is not clear

• Manages Complexity: Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems

• Optimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement

• Organizational Savvy: Maneuvering comfortably through complex policy, process, and people-related organizational dynamics

• Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations

• Plans and Aligns: Planning and prioritizing work to meet commitments aligned with organizational goals

• Customer Focus: Building strong customer relationships and delivering customer-centric solutions

Physical Demands: Generally, presents standard office environment. Must be able to remain in a stationary position >95% of the time. Continually operates a computer, keyboard and mouse, and other office productivity machinery, such as a calculator, copy machine, printer, and mobile Smartphone device. Constantly positions self to comfortably maintain computer equipment. May occasionally be required to move about in an office setting or position office equipment weighing between 10-25 pounds. Vision abilities required by this job include close vision. Ability to operate a motor vehicle. The person in this position frequently communicates with other people. Must be able to exchange accurate information in these situations.

IT Roles must be able to position self to maintain computers and equipment, including under desks and in server room(s). Frequently moves equipment weighing up to 50 pounds.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. This job description is subject to change at any time.

Disclaimer: The recruitment process is approved by Service Coordination Inc.’s (SCI) Recruitment Committee and subject to change based on business needs.

In recognition of the continuing COVID-19 pandemic, SCI and Montcordia are committed to maintaining a safe and healthy workplace. Because of this, SCI is requiring all new hires to be fully vaccinated. New hires will be required to provide proof of vaccination status as part of the on-boarding process. SCI provides reasonable accommodations, absent undue hardship, for medical reasons under ADA and for employees with sincerely held religious beliefs, observances, or practices that conflict with getting vaccinated. You may request reasonable accommodation or other exemption to Sonji Ashford at sashford@sc-inc.org.

SCI and Montcordia are equal opportunity employers and committed to the full inclusion of all qualified individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, hair texture or protected hairstyle, veteran status, or genetic information. SCI and Montcordia are also committed to providing equal opportunity and access to individuals with disabilities by ensuring reasonable accommodations are provided to participants in the job application or interview process. To request a reasonable accommodation, contact Kathryn Eckert at kathryn.eckert@sc-inc.org or 410-218-5581.

SCI and Montcordia are committed to fostering a safe and productive workplace for all Team Members and individuals engaged in business with the organization. As such, all positions require the completion and passing of a 9-Panel Drug Screening within 48 hours after accepting an offer of employment. A 9-Panel Drug Screening tests for illegal drugs within the State of Maryland.

SCI and Montcordia do not sponsor for immigration, including for H-1B, TN, and other non-immigrant visas, for this role.