Quality Assurance Specialist (1048)

Lutheran Services Florida (LSF) envisions a world where children are safe, families are strong, and communities are vibrant.

LSF is looking for a talented Quality Assurance Specialist who wants to make an impact in the lives of others. 

Purpose & Impact:

The purpose of the Quality Assurance Specialist is to support the Children’s Board Family Resource Center (CBFRC) program goals by managing service delivery tracking systems, collecting, and analyzing data for Children’s Board of Hillsborough County performance and outcome measures. Assumes primary responsibility for the tracking of client services, volunteer services, Use of Facility partnerships, and vendors and subcontracts. Works collaboratively with all CBFRC staff, partners, vendors, and stakeholders, to identify and complete critical tasks needed to effectively plan for service delivery in the CBFRC. Leads the development and implementation of QA practices and data reporting.

Essential Functions:

• Maintains effective mechanisms to promote timely problem identification and resolution to assure quality services are delivered to Center members in an effective and efficient manner.
• Oversee and administer client Attendance and Needs Tracking System (ANTS) associated with operational and contract requirements in collaboration with other data management and technology services.
• Tracks client services, volunteer services, use of facility partnerships, vendors and subcontracts, consumer surveys and follow up with families after service provision.
• Performs data corrections and entry to CBHC data system.
• Assure program compliance regarding current federal, state, and local laws, contracts, accreditation standards, and policies and procedures.
• Creates and produces performance and other data reports for CBFRC leadership outlining CBFRC outcomes.
• Conducts performance analysis and provides insight as to performance trends, barriers, and areas for improvement.
• Apply critical thinking to create strategies and interventions resulting in measurable increased performance metrics.
• Assists with monitoring new staff employment, on-boarding and orientation process. Using the LSF HR system, processes the electronic hire packets for new employees, ensuring all required background screening and E-Verify steps are completed.
• Maintains Program staff HR and medical records, prepares reports, and composes human resource related correspondence.
• Serves as the Program Human Resource Liaison with Central Services HR.
• Acts as Time Administrator; works with staff to submit accurate timecards and ensures approval deadlines are met.
• Provide effective support and technical assistance to CBFRC team to meet performance and strategic objectives.
• As requested, respond to the data and project management needs of the Program Director, Operations Manager, Programming Manager, and Center Managers.
• Miscellaneous tracking of critical operational, contractual, and statutory compliance
• Review case records & provide technical assistance and support for the preparation and results of external monitoring's (i.e., CBHC, etc.), as required.
• Provide support and guidance for monthly and quarterly Service Coordination case file reviews and monitoring activities.
• Maintains staff training and development program and monitors training documentation.
• Provides direct support for contract Matrix / Work Plan compliance and reporting.
• Establish and maintain mechanisms for tracking client services to include telephonic information and referral to Center Services and/or Community resources.

Other Functions:

• Performs other duties as may be assigned by Program Director or Programming Manager.
• Must demonstrate sensitivity to our service population’s cultural and socioeconomic characteristics and needs.
• Located at one Center but will report to any Center that requires support.
• Understand the value and foundation of the Protective Factors framework.
• Practice Family Support Principles
• Cross trained to perform daily operating procedures.
• Participate in Center events and work to support contractual outcomes.
• Obtain training in the Center data system: Attendance and Needs Tracking System and maintain member confidentiality.
• Bilingual employees may be needed to review and/or translate (verbal or written communications)
• Attend mandatory trainings and perform other duties as assigned.

Physical Requirements:

Must have a high level of energy, be adaptable to irregular hours, be flexible to rotate to all Center locations as needed, be able to travel as required.

Education:

Masters Degree in Human Services preferred.  Bachelors’ Degree in Human Services Required. Equivalent years of experience may be substituted for post graduate degree.  

Experience:

Must have a minimum of 5 years’ experience in human services arena, including 2 years administrative experience.

Skills:

• Must possess demonstrated leadership and administrative abilities.
• Able to understand and monitor contracts.
• Able to work effectively with others; be a good team player.
• Present self well in public; be an effective communicator; and function well with a minimum of supervision.
• Ability to develop policies, procedures, standards and rules for assigned programs.
• Possess knowledge of Florida statutes, contract terms, data analysis, and performance standards.
• Ability to analyze data and trends, apply that information to accepted standards, and create written reports and presentations.
• Must be detail-oriented, with excellent verbal and written communication skills.
• Computer experience in a Windows environment, Microsoft Office (Excel, WORD, POWERPOINT, Teams), ability to learn and utilize other software programs.
• Must have computer skills that allow for preparation of reports, developing monitoring tools, inputting of data, and monitoring of programs.
• Ability to apply data tables to charts, trend reports, and other data analysis tracking systems.

Principal Accountabilities:

• Reports to Programming Manager
• Team player with co-workers, corporate staff, and partner agencies.
• Adherence to all contract, licensing, COA, and quality assurance standards.
• Accurate and timely submission of required statistical reports.
• Adherence to all agency policies and procedures.

Why work for LSF?

LSF offers 60 programs across the state of Florida serving a wide range of populations in need. Mission Driven staff members become part of the LSF community while transforming the lives of those in need. Our staff additionally find growth opportunities as they explore areas of interest within the organization. 

Amazing benefits package including:

• Medical, dental and vision
• Teladoc (24/7 access to doctors)
• Employee Assistance Program (EAP)
• Long-term disability
• Employer paid life insurance (1X salary), AD&D
• Health and dependent care FSA
• 13 paid holidays + 1 floating holiday
• Generous PTO policy
• 403(b) Retirement plan with 3% discretionary employer match
• Tuition reimbursement

Lutheran Services Florida embraces diversity, equity and inclusion in all business practices. LSF is proud to be an equal opportunity employer.