Quality Assurance Specialist (3817)

## Description

**Classification:** Hourly/Non-Exempt

**Department:** Quality Assurance & Compliance

**Reports to:** Director of Quality Assurance

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**Position Overview**

The **Quality Assurance Specialist** oversees the **planning, implementation, and monitoring of quality assurance standards** across all programs and departments to ensure **high-quality services** for adults with developmental and intellectual disabilities. This role ensures **compliance** with regulatory, statutory, and contractual requirements, including **DDS, MassHealth, CARF**, and other accrediting bodies. The position provides **leadership, guidance, and training support** to staff, monitors program performance, and leads **continuous quality improvement initiatives**.

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**Essential Duties and Responsibilities:**

**Program Oversight and Compliance**

• **Supervise the DDS Individual Service Plan (ISP) process** for all Residential, Day Habilitation, and Employment Services programs.
• **Regularly visit programs** to observe operations, review records, and ensure **active treatment, Positive Behavior Support (PBS), and best practices** are implemented.
• Conduct **internal audits of program records** to ensure **accuracy, completeness, and compliance** with quality standards.
• Coordinate and complete **documentation for audits** by DDS, CARF, MassHealth, and other regulatory bodies.
• Maintain **data, track reports**, and ensure **timely submission** to relevant oversight agencies.
• Serve as a **liaison between the agency and external regulatory bodies**, including DDS service coordinators.

**Training and Staff Development**

• **Monitor and coordinate staff training activities** to ensure **regulatory compliance** and effective use of resources.
• Review **training materials, evaluate trainers**, and incorporate feedback to enhance learning outcomes.
• Maintain **accurate records of employee training completion** and notify staff/managers of training deficiencies.
• Conduct **trainings as assigned** and assist managers with developing **individualized learning plans** for staff.

**Stakeholder Engagement and Satisfaction**

• **Facilitate program member forums** and collect feedback to ensure services meet individual needs.
• **Distribute and analyze satisfaction surveys** for program members, families, guardians, and other stakeholders.
• Act as a **key interdisciplinary team member**, ensuring **effective communication and collaboration** across programs.

**Quality Improvement and Data Management**

• **Gather, analyze, and report** on quality, outcome, and satisfaction data to identify trends, risks, and areas for improvement.
• Assist program directors in **using data to drive strategic decisions** and improve service delivery.
• Support development and monitoring of **annual program goals, key performance indicators, and quality improvement initiatives**.
• Participate in **strategic planning and cross-departmental problem-solving initiatives**.

**Additional Responsibilities**

• Maintain **accurate records** of ISPs, consents, and other required documentation.
• Coordinate **Annual Day Habilitation Plan meetings** with program members and guardians.
• Assist with **performance measurement reporting** and other documentation as requested by leadership.
• **May carry a caseload** as needed depending on departmental needs.

## Qualifications

• **Bachelor’s degree** in Human Services, Social Work, Special Education, or a related field; **Master’s degree preferred**.
• **Minimum of 3–5 years’ experience** in human services, quality assurance, or program management.
• Knowledge of **DDS regulations, MassHealth requirements, CARF standards**, and best practices for individuals with developmental/intellectual disabilities.
• **Strong leadership, analytical, and problem-solving skills.**
• **Excellent written and verbal communication skills.**
• Experience with **training coordination, data analysis, and quality improvement initiatives.**
• Ability to **maintain confidentiality** and exercise discretion.

**Key Competencies:**

• **Strong organizational and project management skills.**
• Ability to **collaborate with multidisciplinary teams.**
• Commitment to **person-centered practices** and **continuous quality improvement.**
• Proficiency with **data management systems** and Microsoft Office Suite.