Economic Benefits - Quality Assurance Reviewer

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Information

Title:

Economic Benefits - Quality Assurance Reviewer

Market Range:

MR16

Approved Date:

4/13/2022 6:50:17 PM

FLSA:

Non-Exempt

EEO Code:

PROFESSIONALS

Career Level:

P2

Career Level Description:

Professional Level 2

Job Code:

100262

Job Family:

Social Services

Sub Family:

CQI, Training and Development

Primary Purpose

Assures quality of services and documentation by coordinating, monitoring, and reporting on quality assurance reports, trends, and reviews. Monitors and provides assistance with quality assurance and compliance with policies and regulations associated with Federal and State benefits programs. Provides consultation and support to management that ensures the identification of trends and/or needed areas of improvement and training opportunities in order to ensure that all benefit programs are meeting the all State and Federal standards.

•

Conducts qualitative reviews in all benefit programs ensuring that the reviews are aligned with current Federal and State policies. Implements plans to ensure that random sampling of QAs reviews are conducted as required by the state. Consults with supervisors, workers, and PMs as needed to ensure the validity of the data. Provides coaching and training as needed to address the identified needs highlighted during the CQI process.

1

60%

•

Serves as a technical liaison (policy expert) and resource between quality control and other departments, case managers and/or supervisors. Develops a thorough knowledge of current law, policy and elements in the varied Program Improvement Plans (PIP). Ensures that PIPs are supported and that plans to improve performance outlined in the PIP are aligned with coaching and training for staff in all benefit programs. Maintain all data associated with QA training, CQI, and results. Advocates for resources and supports needed to meet and exceed goals. Reports on trends related to specific programs, units, and/or spikes in service needs.

2

25%

•

Analyzes training materials, classes, and testing materials to ensure alignment with State and Federal standards. Makes recommendations to caseworkers, supervisors and PMs to improve training, OJT, and coaching. Gathers feedback from benefit program staff and management to improve performance in the CQI and QA process.

3

10%

•

Participates in State led OST teams meetings, webinars, training committee meetings, audits, PIP meetings, and policy update meetings. Acts as an expert in ensuring that changing policies are understood and implemented in a timely manner. Supports activities related to benefit specific practice, systems (NCFAST, ETC.), and internal data collection, reporting, and QA tools.

4

5%

Position(s) may perform other duties in addition to the above as assigned by management.

•

Participates in special projects and performs other duties as assigned 

*IMPORTANT* In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected. Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, during and after the emergency. Employee may also be required to participate in relevant exercises and regular preparedness training.

Career Level Dimensions

Career Level:

P2

Career Level Description:

Professional Level 2

•

Works independently on projects/assignments that impact Work Group results.

•

Work is generally supervised and involves periodic process checks.

•

Responsible for making adjustments or recommended enhancements in systems and processes to solve problems or improve effectiveness of the Work Group.

•

Typically communicates within or outside the Work Group to provide information requiring some explanation or interpretation to reach agreement.

•

May provide guidance and assistance to entry level professionals or support staff.

•

Requires practical knowledge of the Work Group typically obtained through advanced education combined with experience.

Qualifications

•

Bachelor's degree

•

Two years of job-related experience

•

Equivalent education and experience are accepted

•

Master's Degree

Human Services, Public Admin, or related field

•

3 Years

Extensive knowledge in the required program.

Or

•

3 Years

CQI, Training, and/or Quality Programs

•

Detail-oriented with strong critical thinking, analytical and problem-solving skills

•

Ability to communicate effectively in writing as appropriate for the needs of the audience

•

Exceptional interpersonal skills, verbal communication and customer service skills

•

Ability to identify complex problems and reviewing related information to develop and evaluate options and implement solutions

•

Knowledge of relevant Social Services Benefit policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions

•

Knowledge of arithmetic, statistics, and their applications

•

Ability to conduct tests and inspections of products, services, or processes to evaluate quality or performance

•

Ability to identify measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system

•

Ability to talk to others to convey information effectively

•

An individual must be able to perform each essential duty satisfactorily to perform this job successfully. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

Attention to Detail

Thoroughness in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently.

Enforcing Laws, Rules & Regulations

Enforces governmental laws, rules, and regulations, and initiates enforcement actions in a way that the public perceives as fair, objective, and reasonable.

Problem Solving

Builds a logical approach to address problems or opportunities or manage the situation at hand by drawing on one's knowledge and experience base, and calling on other references and resources as necessary.

Professionalism

Thinks carefully about the likely effects on others of one's words, actions, appearance, and mode of behavior. Selects the words or actions most likely to have the desired effect on the individual or group in question. Maintains calmness in stressful or adverse situations. Diplomatically handles challenging or tense interpersonal situations.

Time Management

Manages own time, priorities, and resources to achieve goals. Establishes a systematic course of action for self or others to ensure accomplishment of a specific objective. Sets priorities, goals, and timetables to achieve maximum productivity.

Technical Expertise

Applies and improves extensive or in-depth specialized knowledge, skills, and judgment to accomplish a result or to accomplish one's job effectively.

Integrity

Act with honesty, transparency and respect in our interactions with co-workers and those we serve. Adhere, without exception, to laws, policies, procedures and professional standards.

Accountability

Establish high-quality standards for work. Add value. Measure results and hold self and others accountable for making progress toward desired outcomes. Take a logical and data-driven approach to decision-making.

Diversity

Believe that different backgrounds and experiences strengthen the organization and produce better results. Value inclusion across race, gender, age, religion, identity and experience, and strive to reflect in our workforce the diversity of our community.

Collaboration

Foster a work culture in which different ideas and opinions are encouraged and expected. Listen carefully and speak thoughtfully. Work together toward shared goals with mutual respect and cooperation.

Continuous Improvement

Continuously improve work processes and products. Provide a safe environment to be innovative and creative and try new things. When things don't go as planned, use it as an opportunity to learn, regroup and begin again. Provide time and resources for individuals to grow and develop both personally and professionally.

Wellness

Take proactive steps to be physically fit and healthy, emotionally strong, financially secure and socially fulfilled, while inspiring and empowering others to do the same.

Service Orientation

Commit to making a difference within the community. Actively engage in and enjoy our work. Deliver services that exceed expectations, with courtesy, politeness and sensitivity to the experiences, concerns and feelings of all co-workers and customers.

ADA Checklist

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Standard ADA Selection:

Office Environment

Standing

X

Walking

X

Sitting

X

Lifting/Carrying 0-10 pounds

X

Lifting/Carrying 10-20 pounds

X

Lifting/Carrying 20-50 pounds

X

Lifting/Carrying 50-100 pounds

X

Pushing

X

Pulling

X

Climbing

X

Balancing

X

Stooping

X

Kneeling

X

Crouching

X

Crawling

X

Reaching

X

Handling

X

Grasping

X

Fingering

X

Feeling

X

Talking

X

Hearing

X

Visual Perception

X

Repetitive Motions

X

Eye/Hand/Foot Coordination

X

Memorization/Concentration

X

Learning/Knowledge Retention

X

Preparing/Analyzing Numerical Figures

X

Use of Interfaced Commmunication Devices (Phone, Computer, Radio etc.)

X

Analyzing/Examining/Testing Data

X

Emotional/Behavioral Self-Regulation

X

Interacting with Others

X

Comprehension

X

Organization

X

Decision Making

X

Comprehension

Understand and apply routine verbal and/or written instructions

Organization

Organize and prioritize individual work schedule to manage multiple tasks and/or projects

Decision Making

Make decisions that have significant impact on a department's credibility, operations and/or services

Communication

Communicate and explain a variety of information

Extreme cold

X

Extreme heat

X

Humid

X

Wet

X

Noise

X

Hazards

X

Temperature Change

X

Atmospheric Conditions

X

Vibration

X

Computers/Monitors

X