Quality Assurance and PSA Manager

Quality Assurance and PSA Manager

Requisition #: req10555

Location: Muskegon, MI

Hours: Full-time (40 hours/week)

Bethany is changing the world through family. We began our work by serving one child more than 75 years ago. Today, Bethany is an international Christian nonprofit partnering with communities in more than 30 states and in several countries around the world. We strengthen and preserve families, support displaced people fleeing danger, and find safe, loving families for children who need them. Bethany is at the forefront of creating and implementing solutions to meet the growing needs of vulnerable children and families in the U.S. and around the world.

As a PSA, Intake, and Quality Assurance Coordinator, you will be primarily responsible for completing intake activities and monitor intake systems for National Centralized Intake Management Team (NCIMT) to ensure intake efficiency as a team. This individual will monitor the portal daily for referrals in their identified Tier 1 and Tier 3 states and report directly to the National Intake Coordinators once a case needing service is identified in their respective location.

The PSA, Intake, and Quality Assurance Coordinator will also receive direct communication from the National Intake Coordinator once ORR has approved the acceptance of a referral, so they can immediately follow up with the Regional Supervisor to assign that case. This individual will also be responsible for maintaining efficient operations within the office and ensure the intake process is streamlined and clear to all involved. In conjunction with intake activities, this coordinator will be responsible for the support and management of quality assurance work for HS/PRS

This position is expected to function effectively with moderate supervision while following the guidelines given on procedures, along with agency, federal, and state licensing regulatory requirements.

ESSENTIAL JOB RESPONSIBILITIES

• Maintain efficient operations within the office by ensuring activities are being completed in a timely manner;
• Use the various information management systems to meet essential functions of position;
• Process CMP and portal database tasks in a timely manner, along with answering staff questions, monitor program status reports, and communicating delinquent work assignments to assigned supervisor and/or program manager; all duties assigned with acceptance of the referral within the portal system
• Receive, answer, and route phone calls appropriately;
• Administer intake tasks in a timely and accurate manner;
• Conduct weekly random audits of the database system for documentation, completion accuracy, and deadline compliance in collaboration with the Quality Assurance position;
• Report any issues or concerns surrounding quality efficiency within files, caseloads, programmatic policies, and compliance with the requirements of all state, federal, and agency procedural and policy mandates to the National Quality Assurance Director;
• Generate a weekly a capacity maintenance report to the National Intake Coordinators for HS/PRS;
• Provide monthly quality data reports to the National Quality Assurance Director on trends, outcomes, and measurements data input in database system;
• Serve as the lead for intake and quality assurance related tasks for the branch;
• Assess the intake process and communicate concerns and/or improvement ideas to the Branch Director;
• Participate in the onboarding and training of all new staff;
• Attend and actively participate in events, training, staff meetings, etc. as required
• Assess the performance and compliance of child welfare programs;
• Stay abreast of all agency, federal, and state regulatory requirements related refugee/immigrant services;
• Complete other duties as assigned.

QUALIFICATIONS:

• Bachelor’s degree in Behavioral Sciences, Human Services or Social Services fields from an accredited college;
• At least one (1) year of experience working with child welfare standards, best practices, or quality assurance or compliance;
• Bilingual (English/Spanish) strongly preferred;
• Demonstrated ability with analytics and process improvement;
• Must possess strong follow through and follow up skills with an ability to work on multiple projects
• Must be highly organized and have a sense of urgency with time sensitive deadlines, when needed;
• Excellent verbal and written communication skills; • Must be reliable with time sensitive deadlines and tasks;
• Exercise a high level of confidentiality;
• Computer and typing skills sufficient to perform essential job functions;
• Active motor vehicle license and maintain a reliable vehicle with adequate insurance coverage;
• Pass a criminal history screen, including state and local child protection agency registries;
• Subscription to and integration of the agency Statement of Faith, Mission Statement, and Diversity, Equity, and Inclusion Commitment.