Quality Assurance and Improvement Specialist

Arab American Family Support Center Brooklyn, NY $55619.00 per year

JOB TITLE: Quality Assurance and Improvement Specialist



REPORTS TO: Administrative Director of Preventive Services


The Arab-American Family Support Center (AAFSC) is a non-profit, non-sectarian organization established in 1994 to provide culturally and linguistically competent, trauma-informed social services. Our mission is to empower immigrants and refugees with the tools they need to successfully acclimate to the world around them and become active participants in their communities. While our doors are open to all, with 36 languages represented across staff, AAFSC has developed cultural and linguistic expertise serving members of NYC’s Arab, Middle Eastern, North African, Muslim, and South Asian (AMENAMSA) immigrant and refugee communities.


AAFSC works across four key priority areas – Promote, Prevent, Get Ready, and Communicate – in order to achieve our ultimate goal of strengthening families. We promote mental and physical well-being and community power. We ensure families are knowledgeable about their rights and equipped to participate in civic society with confidence and security. We strengthen families, prevent child abuse, and work to end domestic and gender-based violence. We provide the tools for learners of every age to succeed. Finally, we uplift the voices and needs of under-represented communities and champion gender, racial, restorative, and immigrant justice.



The Quality Assurance and Improvement Specialist will be an arm of the Preventive Services program and is expected to partner with the Preventive program staff, leadership team, and Resource Development team. The Specialist oversees all quality improvement, quality assurance and quality control activities for the Preventive Services department, including developing the strategic vision for these core functions, developing and implementing processes and procedures related to those core functions, and providing staff support, training and oversight. He or she will also support all aspects of managing internal and external database systems for the Preventive Services program, including staff account management, system troubleshooting and revisions, and quality assurance and control.


A successful person in this role will be organized, have high attention to detail, and have the capacity to thrive under pressure while working on multiple projects. The Specialist will also have a strong background in systems-change, monitoring and evaluation, and developing and implementing standard operating procedures. He or she will maintain confidentiality and act with the utmost discretion to support AAFSC’s priority areas as well as act as an ambassador & champion of AAFSC. A commitment to immigrant, refugee and low-income communities is essential for this role.



Quality Assurance and Quality Control

·         Manage schedule of internal quality assurance and quality control activities within the Preventive Services standard operating procedures, including:

o   Maintenance of the internal audit schedule:

§  Safety and risk

§  Template and form check

§  Supervisor reviews

§  Case File Audit

§  Improvement Plan

§  Home Visit

o   Oversight of the Preventive Services data collection process.

·         Manage schedule of external quality assurance and quality control activities, including:

o   PAMS:

§  Send out staff reminders in preparation of PAMS season (September and February).

§  Send out Safety Alerts during the PAMS

§  Understand, analyze, and report the result of the bi-annual PAMS audit report to the Preventive Leadership and Resource Development Team

o   Quarterly Outcomes Report

§  Receive, analyze, and share out the report with relevant staff

o   ACS Scorecard Report

§  When scorecards are received, analyze and share out the results with the Preventive Services team and incorporate into improvement plan if needed.

·         Formalize and document data quality standards and quality assurance processes (including audit processes), both existing and those that will be developed.

·         Maintaining the labeling and storage processes for closed case files

o   Maintaining tracking document of all closed case files and where they are stored

o   Managing the check-in/check-out protocols when access to closed case files is requested internally.

o   For court-mandated or court appearance requests, reviews closed case file with unit staff in preparation for hand-off to the court.

·         Ensure our Preventive Services team has the most up-to-date ACS and OCFS information/policies, communicating these policies when necessary, and being the go-to person to provide clarification and guidance.

·         Identify recurring data quality and data integrity issues, and, in coordination with the Administrative Director, develop/enhance quality assurance processes to address these issues.

·         Address routine data quality issues through ad-hoc follow-up, retraining, and reminders to staff.

·         Design and build electronic templates, and standardize, manage, and maintain resources on Office 365 SharePoint for Preventive Services team.

·         Create grab-and-go document for Case Planners and Therapists.

·         In coordination with the Administrative Director, support the design of a robust quality assurance reporting structure, and execute the creation and distribution of these reports for quality assurance, program and performance management, and grant management purposes, including:

o   System-generated reports QAQI from Preventive Services databases, Connections and Promis

o   Apricot-generated reports (in coordination with the Database & Evaluation Coordinator)


Quality Improvement

·         Investigate opportunities for Quality Improvement, using methods including focus groups, interviews, surveys, and data analysis, and present findings to the Preventive Leadership and Resource Development team.

·         Support the development of our Collaborative Quality Improvement plan and help identify agency goals for the CoQI using internal data as well as PAMS and other reports offered by ACS.

·         Support in the design and planning of Quality Improvement initiatives, including:

o   New standard operating policies for Preventive Services staff

o   New data collection & management processes

o   New QI documentation and tracking systems

o   New training or re-training initiatives

·         Execute the implementation of Quality Improvement initiatives, involving Preventive Leadership, Training & Technical Assistance Manager, Operations & IT, HR, and the Database & Evaluation Coordinator as needed.

·         Monitor the effectiveness of Quality Improvement implementation, identify remaining gaps, and follow-up with relevant staff to ensure sustainable change and improvement.

·         Actively participate in data analysis for the purposes of identifying Quality Improvement opportunities, and present data to programs to help staff understand and use data to improve program performance.


Staff Support & Training

·         Provide ongoing training and support to Preventive staff in the areas of quality control, quality assurance, quality improvement, and data collection responsibilities and processes.

·         In collaboration with Administrative Director, codify all standard operating procedures and processes used for QA/QI across Preventive Services.

·         In collaboration with the Training & Technical Assistance Manager and the Administrative Director, identify additional training and technical assistance needs.

·         Develop, implement, and reinforce data management and security policies using industry best practices.

·         In collaboration with Training & Technical Assistance Manager, support the maintenance of technical training resources and develop new materials as needed.


Data Evaluation

·         Ensure data entry meets contractual and AAFSC program requirements.

·         Demonstrate attention to detail, responsibility, and dependability in data reporting to external and internal database platforms.

·         Assist in the administration of surveys, focus groups, and other program assessments to establish an ecosystem map of client needs and gaps in needs.

·         Ensure all paperwork and documentation is completed in a timely manner.


Team Leadership

·         As appropriate, manage and delegate responsibilities involved in day-to-day operations to allow for efficient and streamlined programming; provide ownership of tasks to team members within a culture of accountability.

·         Be open to and respond appropriately to positive and negative feedback; and encourage others to express their ideas and opinions.

·         Emulate, model, and promote the idea of a Data Culture within the organization, and uplift others in the Preventive Services team to be data stewards within their realms.


Ambassador & Champion

·         Every AAFSC team member serves as an ambassador of the organization and champion of AAFSC’s mission, vision, and values. This includes the following:

o   Cultivate relationships on behalf of and in support of the organization in partnership with Senior Leadership and the Resource Development team. This includes being sensitive to and aware of others, providing every client, partner and participant with high-quality service, professional communication, and follow through, and always keeping Senior Leadership and the Resource Development team aware of any opportunities, challenges, or updates.

o   All team members are expected to support the Resource Development team with any requests in a timely manner, including, but not limited to: grant applications, reports, attendance at meetings, hearings, or other events, and sharing of AAFSC social media, flyers, and other externally-facing communications.

o   Demonstrate a willingness to respond to evolving community needs, including, but not limited to, making referrals in light of community needs, supporting with the development of and implementation of new initiatives or programming, and raising awareness of new or evolving needs.

o   Always act with integrity, positivity, dedication, and professionalism within the office and externally. This includes, but is not limited to, email communication, verbal communication, communication with colleagues and peers, communication with clients, or communication with external partners or agencies.


Other Duties & Responsibilities

·         Participate in AAFSC meetings and trainings, as well as any off-site meetings and trainings assigned by supervisor.

·         Perform other duties assigned as necessary.



·         Bachelor’s degree required, Master’s degree strongly preferred.

·         Experience with database management, including creating reports.

·         Research and/or evaluation experience that includes data collection (e.g. through surveys), data analysis (quantitative or qualitative), and data visualization (e.g. with software like Excel, Tableau, or Hive).

·         Track record of measurably improving processes and/or outcomes.

·         Experience tracking and analyzing data to identify best practices and opportunities for improvement, which will translate to distilling lessons for inclusion in grant proposals or corrective action at AAFSC

·         Excellent writing and editing skills; strong verbal communication and interpersonal skills.

·         Strong computer skills and proficiency with technology including Microsoft Office products, CRM, and databases.

·         Able to properly and accurately maintain electronic filing systems.

·         Able to thrive in a busy work environment, be innovative, and make decisions independently.

·         Must be able to exercise initiative, independent good judgment, flexibility, discretion, and solid decision-making.

·         Positive, can-do attitude with ability to hit the ground running.

·         Must be able to maintain client confidentiality.

·         Must be able to work collaboratively with all layers of the organization.

·         Passion for AAFSC’s mission and vision.

·         U.S. Work Authorization required.



We are an equal opportunity employer that values diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply.

Arab American Family Support Center is an EEO employer - M/F/Vets/Disabled
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