Goodwill Industries of Hawaii, Inc.

Job Description

Job Title: Quality Assurance Specialist / Participant Directed Program Coach

Division: Mission Services

Department: Program Operations

Reports To: Director or Vice President of Mission Services

FLSA Status: Exempt

Reviewed By: Human Resources

SUMMARY

QA Specialist: Supports various program operations and quality assurance tasks including but not limited to database/case management system management, program file and contract audits, and satisfaction surveys / post-services follow-up coordination. Assists the Director and Vice President in implementing and coordinating performance management, quality assurance and program operations activities to ensure and improve quality of program services by performing the following duties.

PD Program Coach: Coaches older adults referred by Executive Office on Aging (EOA) through home visits and phone/video conferencing communications to develop and implement their spending plan. Enhances participants’ ability to continue to live at home and direct their fund and services.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

QA Specialist Responsibilities:

Coordinates, reviews and audits program participant records, checks for completeness of case records, reviews quality of documentations and Individual Plan to make sure records are maintained according to set standards, and to improve quality of participant records.

Conducts Mission Services program reviews to check if programs are in compliance with all contract requirements, such as reporting, service delivery, staffing, and program documentation; and to verify performance numbers and accuracy of billing.

Submits results of audits to Sr. QA Coordinator, Director, and VP.

Maintains case management database, develops and generates reports on a monthly, quarterly, and on an as needed basis. Provides training to users of the database as needed. Assists with trouble shooting and making changes to the database.

Supports the completion of annual outcome management report and accessibility plan. Coordinates the satisfaction survey and post-services follow up survey process.

Assists with preparing for CARF accreditation, and implementing CARF accreditation standards that are applicable to Mission Service programs.

Assists Sr. QA Coordinator with annual review of Mission Service Policies and Procedures, department-wide forms, program participant handbooks, promotional rack cards etc. to make sure Mission Services operations is in conformance with accreditation standards and other required regulations and guidelines.

Participant Directed Program Coach Responsibilities:

Implements the PD Coaching program according to EOA policies, procedures, and timelines.

Coaches older adults referred by EOA in developing and implementing the spending plan, including learning to be an employer and completing all required forms.

Works closely with EOA and the fiscal intermediary to make sure participants complete and submit all necessary paperwork by the timeline.

Conducts initial home visit upon receiving and accepting referral to introduce program to participants and to help them develop the spending plan.

Conducts monthly phone follow up to make sure all policies and procedures are followed.

Conducts follow up home visits every three months to make sure there is no change in circumstances and participants are able to direct own services.

Other Responsibilities:

Ensures Director and/or Vice President is briefed and advised of program issues and concerns.

Works on special projects as assigned by Director or Vice President.

Communicates professionally with supervisors, coworkers, program participants, and other stakeholders involved in service provision. Develops positive relationships and resolves any conflicts professionally and expeditiously.

Understands and supports implementation of concepts related to self-determination for consumer.

Conducts work in a safe and responsible manner, utilizing protective clothing and/or equipment when appropriate. Complies with all health and safety standards.

Responsible for awareness of and adherence to all company and safety policies and procedures.

Ensures that client confidentiality is maintained in accordance with contract, State, and Federal law including HIPAA.

SUPERVISORY RESPONSIBILITIES

This job has no direct supervisory responsibilities.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below 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.

EDUCATION and/or EXPERIENCE

Bachelor's degree (B. A.) and two to four years related experience; or equivalent combination of education and experience. Must be detail-oriented, able to work under pressure and meet deadlines. Must be proficient to MS Word, Excel, PowerPoint and Outlook.

LANGUAGE SKILLS

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to navigate computer software or system through interpreting manuals and instructions.

CERTIFICATES, LICENSES, REGISTRATIONS

Periodic travel is required, must have a valid driver's license and access to an insured vehicle.

PHYSICAL DEMANDS

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.

While performing the duties of this job, the employee is regularly required to stand, walk, sit, and talk or hear. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate. The incumbent will work in a basic office environment with the use of general office machines. Will also access the community by visiting funding sources, community resources and off-site Goodwill facilities.