Contact Center Quality Assurance Auditor jobs in Chico, CA

 I.          Position Title:  Quality Assurance Specialist

 

 

Under supervision, the Quality Assurance (QA) Specialist works as a member of the Community Services Department and is responsible for managing and coordinating all elements of the RCRC QA plan, including monitoring and evaluating Redwood Coast Regional Center’s (RCRC) vendor service providers including licensed residential, day services, employment services, supported living, family home and foster home agencies, professional, and other vendor service providers.  The QA Specialist coordinates with the Community Resource Manager and/or the Family Home Agency (FHA) Manager (hereafter referred to as Community Services Managers), and including other Community Services staff, such as the Client Advocate, CMS Waiver & Employment Specialist Manager, Clinical and/or Client Services staff to implement the RCRC QA Plan.  The QA Specialist, in collaboration with the appropriate Community Services Manager, determines service provider compliance/non-compliance with contracts, Title 17 California Code of Regulations (CCR), Title 22 CCR, Home and Community Based Services Waiver program requirements and RCRC best practices.  The QA Specialist, in coordination with the appropriate Community Services Manager, is responsible for investigation of complaints and necessary follow-up; development of Corrective Action Plans, Technical Assistance Plans, vendor and staff training, analysis of Special Incident Reports and implementation of RCRC’s Quality Assurance Plan.  The duties of this position include:

A.   In coordination with the appropriate Community Services Manager, performs assessment/review of all vendored services to ensure compliance with relevant statutes/regulations and to promote best practices.

B.   Provides technical support for Service Coordination staff regarding complaints or concerns connected to vendor services

C.   Attend Risk Management, Assessment & Planning Committee meetings as needed to mitigate reoccurrence of reportable incidents.

D.   Conducts follow-up connected to Special Incident Reports and Quality Assurance Requests including identification of applicable breaches in service standards specified in the vendor service design and applicable laws and regulations.

E.   In coordination with the appropriate Community Services Manager, as requested, completes service design modifications that arise from Corrective Action Plans or Technical Assistance Plans.

F.    Assists in the development of RCRC’s Quality Assurance Plan, training materials, evaluation tools, checklists or other forms to ensure vendor compliance with regulatory standards.

G.   Conducts investigations of suspected serious violations of standards, regulations and laws; provide assistance to other agencies conducting such investigations.

H.   Provides training to RCRC vendors and staff.

I.     Evaluates the quality of services which serve people who have developmental disabilities.

J.    Visits vendors at their place of business and clients in their homes, day services, and/or other community locations.

K.   Functions as a Quality Assurance Coordinator, in accordance with T17 CCR §56002.

L.    Functions as a designee of the Facility Liaison, in accordance with T17 CCR §56002.

M.  Other related duties as assigned.

 

 

A.   Education: Bachelor’s Degree from an accredited college or university in social work, psychology, special education, sociology, public health, human services, business administration, or other related field.

 

B.   Experience: Three years of full-time (or equivalent) paid community organization or related experience. Preference will be given to experience in an agency serving people with developmental disabilities and experience in the area of service evaluation and monitoring.

 

C.   Knowledge and Abilities: A knowledge of a wide variety of services to people with intellectual and/or developmental disabilities, experience in quality assurance evaluation, the ability to establish long term working relationships with service providers and community agency personnel; a familiarity with planning models and best practices in providing services and supports to people with developmental disabilities; an ability to communicate well verbally and in writing.  Proficiency in the use of personal computers, particularly for purposes of word processing and data collection, is required.

 

 

 

A.            This position requires extensive sitting in office settings, for meetings and occasional travel. Frequent walking, standing and occasional lifting up to 15 pounds with occasional bending, stooping, reaching and stretching to complete work duties. Adequate manual dexterity and coordination for operation of automobile, computer and other standard office equipment. Hearing and vision corrected to within normal limits. Any of the above with reasonable accommodation.

B.            This position requires the ability to work with demanding deadlines and to cope with complex and potentially stressful situations.

            This position is supervised by the CMS Waiver & Employment Specialist Manager.