Manager of Rights & Quality Assurance

Job Description

The Manager of Rights and Quality Assurance, under direction of the Director of Case Management Support Services, is responsible for the Center’s client service rights administration (due process), special incident reporting, as well as the planning and coordination of trainings. S/he participates in the Center’s risk management, assessment and planning processes. S/he oversees the implementation of functions related to various federal revenue programs focusing on compliance with legal, regulatory and contractual requirements related to the service coordination function. In addition, s/he coordinates quality improvement initiatives and provides support and training for service coordination staff to promote quality service delivery as well as compliance with state and federal regulations.

Essential duties

The Manager of Rights and Quality Assurance provides leadership for the Center’s due process, compliance and quality improvement initiatives by:

• Providing guidance for staff members related to the elements of the fair hearing and mediation processes;
• Ensuring fair hearings and mediations are conducted in accordance with state and federal regulations;
• Representing Harbor Regional Center either directly or through other assigned staff members at state level fair hearings;
• Working closely with outside legal counsel when appropriate to develop fair hearing strategies;
• Overseeing the work of various legal counsel who provide consultation to clients/families regarding various service/benefit rights and other legal matters;
• Coordinating the complaint process;
• Managing the Special Incident Reporting process;
• Participating in the Center’s Risk Management, Assessment, and Planning process;
• Overseeing overall performance of specific federal programs which may include: the HCBS Services Waiver, Nursing Home Reform (NHR), Targeted Case Management (TCM) programs or the Early Start Program; 
• Conducting and coordinating internal audits to determine level of compliance and providing feedback to client services managers and directors to improve quality service delivery and compliance;
• Providing input into the development of internal systems which support compliance and the quality of case management services and supports for clients and their families;
• Coordinating all service coordination audits which are conducted by external parties (DDS, DHC, CMS, etc.) and working with other HRC departments to support internal/external audits as they pertain to service coordination functions and/or federal program compliance issues; 
• Identifying service coordination training needs, participating in curriculum development and conducting formal classroom training.

The Manager of Rights and Quality Assurance works in a non-confined setting in which s/he is free to move about at will. The environment for this position is mostly clean and comfortable but may include some minor annoyances such as noise, odors, drafts, etc. In addition, the Manager of Rights and Quality Assurance may spend time at client homes and other community-based services sites. The Manager of Rights and Quality Assurance may be exposed to some clients and their families who may become volatile or emotional.

In the course of performing this work, the Manager of Rights and Quality Assurance will spend substantial time standing, sitting, speaking and listening. S/he will also be required to travel via personal vehicle or public transportation to other offices, client homes, service provider settings, and community locations as needed. S/he:

• Will spend time sitting, utilizing the computer.
• Will spend time standing/walking throughout the center.
• May lift up to 15 lbs. periodically.
• May stoop or stretch to access file cabinets, shelves.

The individual in this position may operate any standard office equipment including telephones, copy machines, scanning equipment, computer peripheral equipment, etc.

Computer software may include any or all of the following:

• Microsoft Office including Word, Outlook
• Virtual CHART

The Manager of Rights and Quality Assurance must be able to perform this job safely, without endangering the health or safety of her/himself or others.  Individuals with disabilities that may impact their ability to perform these duties are encouraged to meet with Human Resources to discuss options for accommodation.

Position Requirements

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this job.  Individual abilities may result in some deviation from these guidelines.

To perform effectively in this position, the Manager of Rights and Quality Assurance must have:

• A master’s degree in social work, psychology or related human services discipline is preferred.

• Not less than two years’ experience working in programs providing services for individuals with developmental disabilities.

• Proven progressive experience and demonstrated effectiveness leading projects that have the ability to drive organizational quality improvement efforts.

• Strong analytical skills and ability to translate metrics, research and trends into strategy.

• Demonstrated project management ability with problem-solving skills and a demonstrated ability to apply independent judgment in critical situations.

• Enthusiastic commitment to the vision, mission and core values of the Center as well as compassion and respect for all clients and their families.

• Experience working with families from diverse cultural, linguistic and socioeconomic backgrounds; an understanding of family systems and human dynamics.

• Familiarity with the laws and regulations governing services and supports for people with developmental disabilities; especially including the Lanterman Act, the Individuals with Disabilities Education Act and related regulations.

• Familiarity with the various community-based resources and organizations that serve people with developmental disabilities.

• Outstanding public speaking, presentation, coaching and written communication skills.

• Training skills including curriculum development and implementation.

• A valid California driver’s license, current automobile insurance, adequate transportation and a driving record acceptable to the Center and/or its insurance carrier.

Please send your resume to HR@harborrc.org