Performance & Quality Assurance (QA) Specialist

Job Description

Job DescriptionSalary: $52,000 per yearPosition Summary: This position will provide performance data for the System of Care (Internal and Subcontracted Case Management Agencies & Diversion Providers) as well as assisting in the coordination of quality assurance activities for FPOCF to ensure an integrated model of system of care and sub-contractor oversight.

Technical/Functional Expectations:

1. Quality Management - Essential Function: Coordinate Quality Management and monitoring activities, including file reviews, data roll-up, and analysis of trend data in order to ensure quality and improve processes.
2. Quality Issue Resolution: Identify problems; examine solution options; implement action plans; provide resources in order to resolve quality issues.
3. Reports Preparation - Essential Function: Collect, analyze, and summarize data in order to prepare reports and make recommendations. Responsible for timely completion of DCF required QA reports and timely provision of data reports needed for essential meetings to include but not be limited to Healthy Systems, Partnership Meeting, Quarterly Performance Meeting and as requested by agency leadership.
4. Customer Relationships - Essential Function: Make periodic visits, explore specific needs, and resolve problems in order to build and maintain sub-contractor relationships.
5. Other duties as required: Job performance requires fulfilling other incidental or related duties as assigned, assisting and training others, and performing duties of higher rated positions from time to time for developmental purposes.

Behavioral Competencies:

1. Problem Solving: Able to exercise judgment in building realistic solutions to problems; understand the real issues behind problems; use common sense and take practical action to solve problems.
2. Analyzing: Able to break down problems and information in order to systematically identify the cause of problems or make recommendations; gather information from multiple sources; analyze complex information; organize information for analysis.
3. Facilitation: Able to use judgment and provide a processes to ease group resolution of issues; clarify points of view and terminology to gain group acceptance; facilitate the actions, decisions, or opinions of others in a positive direction.
4. Attention to Detail: Able to be thorough and complete when working with assembling, processing, or providing detailed information; track details even when under pressure.
5. Customer Service: Able to anticipate and respond to customer's needs, concerns, or questions in order to meet or exceed their expectations; help evaluate needs and options; show care and concern to demonstrate customer importance and value.
6. Integrity: Able to demonstrate consistency of words and actions; protect confidential information; do what is right even when no one is watching; demonstrate sound business ethics; consistently comply with organizational values.
7. Sensitivity: Work effectively with and show sensitivity to cultural differences and various socio-economic backgrounds of others.
8. Ethics: Adhere to and model principles and values of Agency and System of Care by being strength-based, solution-focused, maintains highest level of integrity and ethical standards and work collaboratively with employees, partners, stakeholders and clients in all interactions.

Business Experience:

1. Effective verbal & written communication skills: This business experience is required in order to effectively present data in meetings and for writing effective summaries, and reports.
2. Strong interpersonal and organizational skills: This is required in order to effectively partner with various stakeholders and agency staff at all levels.
3. Analysis: This position must review various data elements and identify trends, root causes, opportunities for training, and areas of strength to assess overall agency performance.
4. Certified Child Protection Professional - Required: This is required in order to serve in this role to understand the process of child welfare and exhibit competency while providing training and file reviews oversight.
5. Valid Driver’s License - Required: This is required in order to travel throughout the County for monitoring and site visits.

Educational and Experience Requirements:

1. BA/BS - Bachelor’s Degree or equivalent required.
2. 5 + child welfare experience required.
3. 1 year training/facilitation experience preferred.

Physical Requirements:

1. Carrying
2. Reaching
3. Sitting
4. Standing
5. Reading
6. Speaking
7. Listening
8. Typing
9. Writing

Family Partnerships of Central Florida is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status. These employers also maintain Drug-Free Workplaces. Requests for Auxiliary Aids for Hearing Impaired or Limited English Proficiency Candidates may be made with a minimum of five (5) days notice to C. Hernandez at (321) 752-4650.