Economic Services Quality Assurance Supervisor

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Job Information

Title:

Economic Services Quality Assurance Supervisor

Market Range:

MR17

Approved Date:

4/13/2022 6:14:54 PM

FLSA:

Non-Exempt

EEO Code:

PROFESSIONALS

Career Level:

M1

Career Level Description:

Management Level 1

Job Code:

100272

Job Family:

Social Services

Sub Family:

CQI, Training and Development

Primary Purpose

Assures quality reviews of Social Services Benefits by supervising staff to inspect, analyze, and approve or reject processed applications or reviews; evaluates quality audits; enforces established specifications, methods, and procedures; evaluates problems; analyzes products; collects, classifies, analyzes, and interprets data; judges conformity to specifications; and initiates action plan for re-work. Leads county audits initiated by the state audits and ensures that all requested information is submitted on time.

•

Supervises, plans and participates in office support, administrative and program related activities for Quality Assurance. Interviews, selects and trains staff.  Discusses job performance concerns with employees to identify causes/issues and to work on resolutions. Participates in performance reviews. Determines staff schedules and resolves staffing issues. Oversees payroll/timesheet processing for assigned staff. 

1

30%

•

Conducts statistical analysis of quality reviews for Wake County Social Service Programs, performs trend analysis and communicates the results to the leadership team. Works directly with PMs and ADs to address ongoing quality errors and resolutions.

2

10%

•

Maintains quality review case history records, ensures integrity of the data, prepares and communicates weekly and monthly quality review program reports. Makes suggestions regarding training at the division, program, and team level based on reports and trends. Provides coaching to PMs and Team Leads designed to address trending errors and resolutions.

3

10%

•

Serves as the point of contact for all annual and bi-annual State Audits for Social Service Programs.

4

10%

•

Identifies potential areas of compliance vulnerability and risk and works with staff to develop and implement corrective action plans, and provides guidance on how to avoid situations in the future.

5

10%

•

Composes and communicates staff development plans to enhance employee skills.

6

10%

•

Analyzes quality control test results and provides feedback and interpretation to the management team.

7

10%

•

Acts independently to attend meetings and trainings to keep abreast of all state/federal policy changes; effectively communicates with staff by conducting training and staff meetings.

8

10%

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

•

Checks rebuttals to ensure that policy is accurately applied

•

Reviews and updates standard operating procedures or quality assurance manuals

*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:

M1

Career Level Description:

Management Level 1

•

Plans and establishes operational objectives for a team of support employees within a Work Group.

•

Typically does not have budget accountability but may manage day-to-day elements of the budget (e.g., overtime for staff).

•

Responsible for making basic improvements to processes, systems or standards to enhance performance of the Work Group or team.

•

Communicates within and outside the Work Group.

•

Explains policies, practices, and procedures and may justify and gain cooperation of other parties.

•

Supervises support roles. Leads, directs and reviews the work of team members in order to accomplish operational plans and results.

•

Has hiring, firing, promotion, performance and rewards decisions for direct reports.

•

Understands basic management approaches such as work scheduling, prioritizing, coaching and process execution. Typically requires advanced knowledge of job area typically obtained through advanced experience.

Qualifications

•

Bachelor's degree in Human Services, Health or related field

•

Three years of experience in human services, preferably in the area of employment

•

Equivalent education and experience are accepted

•

Master's Degree

Human Services

•

2 Years

Supervising employees

And

•

2 Years

Working in Economic Services Programs

And

•

1 Year

Performing statistical analysis

•

Ability to apply auditing principles and techniques, and perform statistical analysis of data

•

In-depth knowledge of Economic Services Benefits programs; such as, Child Care Subsidy, Energy, Food and Nutritional Services, Family and Children Medicaid, Adult Medicaid and Work First

•

Ability to take complex topics and convey it in a simplified manner

•

Advanced knowledge of how to use a computer and other state and county applications

•

Ability to supervise the activities of others

•

Skilled at training others on program policy, procedures and technology

•

Implement continuous improvement techniques that will improve the quality of products and services that are provided

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.

Interpersonal Skills

Treats others with courtesy, sensitivity, and respect.  Considers and responds appropriately to the needs and feelings of different people in different situations.  Perceives, assesses, and positively influences one's own and other individuals’ emotions.

Coaching & Mentoring

Works to improve and reinforce performance of others. Facilitates their skill development by providing clear, behaviorally specific performance feedback, and making or eliciting specific suggestions for improvement in a manner that builds confidence and maintains self-esteem.

Cooperative Leadership

Promotes and generates cooperation among one's peers in leadership to achieve a collective outcome; fosters the development of a common vision and fully participates in creating a unified leadership team that gets results.

Technology Management

Keeps up-to-date on technological developments. Makes effective use of technology to achieve results. Ensures access to and security of technology systems.

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 non-routine verbal and/or written instructions

Organization

Organize and prioritize the work schedules of others to manage multiple tasks and/or projects

Decision Making

Make decisions that have an impact on the immediate work unit's 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