JOB SUMMARY: The Quality Assurance Supervisor functions as a professional administrative support person to program directors, supervisors and direct services personnel of the Family Care and Adoption Care Management Team. The Quality Assurance Supervisor assures the quality of Family Care and Adoption Care Management services through the periodic and consistent monitoring of case files and FSFN documentation to ascertain compliance with best practice standards in the care management field, as well as accordance with the established policies and procedures of all Family Care Management stakeholders. Supervises Data Performance Specialists.
ESSENTIAL FUNCTIONS and RESPONSIBILITIES: The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification with or without an accommodation. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.
Develops and maintains operating procedures in accordance with federal law, Florida Statutes, Florida Administrative Code and Florida Juvenile Rules of Procedure.
Designs and implements quality assurance measures for Family Care Management to ensure compliance with federal, state and contractual guidelines.
Develops procedures to ensure that family case outcome measures comply with statutorily mandated benchmarks for permanency.
Develops and maintains policies, procedures and tracking and reporting mechanisms for runaways, exit interviews, children seen and other monthly reports and safety measurements.
Receives and tracks all incident reports, including follow up and recommendations for outcomes. Utilizes data to identify trends and reports to management.
Participates in all Quality Assurance activities and Utilization Management reviews. Produces reports and trends on utilization management and lengths of stay relative to permanency.
Assists in training of staff and staff development activities related to quality care management services and documentation. Provides staff with ongoing training and updates of policies and procedures.
Serves as the Lake County Service Center liaison in community activities relating to Quality Assurance.
Assists in the areas of risk management by tracking and preparing reports.
Executes comprehensive case file audits on a periodic and routine basis as stipulated by direct supervisor.
Executes specialized case file audits relative to identified documentation trends requiring special attention.
Completes audit worksheets that provide definitive data on all key performance indicators relative to the client file.
Provides a copy of each audit worksheet to direct supervisor within twenty-four (24) hours of the audit or as otherwise stipulated by direct supervisor.
Tracks Supervisory Review performance benchmarks of 2-4 days, 30-45 days and quarterly completion and provides sufficient advance written notification to Family Care and Adoption Care Manager Supervisors to ensure timely completion of reviews.
Schedules monthly Peer Reviews of case files and randomly selects at least one record per Family Care Manager and Adoption Care Managers for review.
Tracks and reports documentation trends, including those requiring special attention, to the direct supervisor.
Tracks and reports data related to Reunification Post-Placement Staffing and Re-Entry.
Tracks and coordinates Adoptions Staffing and all cases with case plan goal of adoption
The ability to comply with the regulations requiring a workplace of dignity and respect and equal employment opportunity compliance.
The ability to work collaboratively with others and to accept constructive criticism from supervisors and managers.
Willingness to abide by the companys published rules and regulations
Monitors and evaluates quality of documentation relative to client service provision.
Reports results of case file audits to direct supervisor.
Reports documentation trends to direct supervisors attention for corrective action as necessary.
Attends meetings related to quality service provision and documentation as scheduled.
COMPETENCIES: Knowledge, Skills, Abilities, and Motivation (KSAM) required for an employee to be successful.
Serving Our Consumers: Effectively meeting consumer needs, building productive consumer relationships, and taking responsibility for consumer satisfaction and loyalty.
Consumer Focus: Building strong consumer relationships and delivering consumer-centric solutions.
Values Differences: Recognizing the value that different perspectives and cultures bring to an organization.
Age Specific: Assessment, Interpretation, Interventions, Knowledge,
Basic Job Readiness: Courtesy, Flexibility, Reliability, Responsiveness
Personal Effectiveness: Communication, Interpersonal Skills, Self-Management, Thinking Skills
Organizational/Management: Compliance, CQI Commitment, Leadership, Linking/Networking, Management of Information, Organizational Participation, Safety
Performance Specific: Assessment, Crisis Management, Customer Focus, Case Planning
Effective Communication: Clearly conveying information and ideas to individuals and groups in a manner that engages the audience and helps them understand and retain the message.
Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Manages Conflict: Handling conflict situations effectively, with a minimum of noise.
Continuous Improvement: The ongoing process of achieving positive changes in service and processes in order to improve efficiency and quality.
Resourcefulness: Securing and deploying resources effectively and efficiently.
Cultivates Innovation: Creating new and better ways for the organization to be successful.
Expertise: Demonstrating proficiency of an employee's skill or knowledge within their field of practice.
Drives Results: Consistently achieving results, even under tough circumstances.
KNOWLEDGE AND SKILLS: Must possess exemplary analytical, problem-solving, time management, and organizational skills. Must demonstrate the ability to attend to detail in the review of case files. Must possess sound verbal and written communication skills. Must demonstrate the capacity for tact and diplomacy in constructive critiques of case file documentation. Patience and high tolerance for frustration is essential. Initiative, dependability and accuracy are important. The ability to analyze situations and manage them in a proactive manner is helpful. Must be able to work with a minimum of direct supervision. Must be able to work within a team concept with other Family Care and Adoption Care Management staff.
JUDGMENT/DECISION MAKING: Utilizes established corporate policies and procedures in making decisions. Uses sound judgment in meeting the responsibilities and performing the duties of the position.
EDUCATION & EXPERIENCE:
Education: High school diploma or equivalent required. Bachelors Degree with major course work in social work, counseling, psychology, rehabilitative services, human services or related specialty area preferred.
Experience: Minimum of one (1) year experience working with children and families with experience in a child welfare services capacity preferred with Bachelors Degree. Three (3) years of relevant child welfare administrative support experience may substitute for the Bachelors Degree with requisite high school diploma or equivalent. Two years supervisory experience required.
TRAINING & DEVELOPMENT: Completes all requirements according to Individual Training Plan within the first six months of hire and annually. Other training and/or professional development may be assigned due to evolution of programs.
Lifestream Behavioral Center