Continuous Quality Improvement Manager

Arab American Family Support Center Brooklyn, NY $55000.00 to $60000.00 per year

JOB TITLE: Continuous Quality Improvement Manager


REPORTS TO: Senior Administrative Director, 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. Across our ten locations, we empower immigrants and refugees with the tools they need to successfully acclimate to the world around them and become active participants in the community. While we support anyone who walks through our doors, over nearly 25 years, we have developed expertise in serving the Arab, Middle Eastern, Muslim, and South Asian (AMEMSA) immigrant and refugee communities.


AAFSC works across four priority areas—Promote, Get Ready, Prevent, and Communicate—to achieve our ultimate goal of strengthening families. AAFSC promotes mental and physical wellbeing, food security, healthy relationships, and family reunification. We get our families ready to succeed, work, and lead productive lives. We prevent domestic violence, child abuse, and neglect by counseling families, offering case management services to victims of violence, and cultivating healthy relationship skills in young people. Finally, AAFSC communicates the needs of the marginalized, amplifying their voices for increased impact.



The Continuous Quality Improvement Manager works within AAFSC’s Preventive Services program to oversee all quality improvement, quality assurance and quality control activities. This person will support Program leadership and staff to ensure all policies, practices, processes, and documentation is aligned with contractual standards and best practices, track and report on indicators of quality and program performance, and coordinate the implementation of necessary enhancements and improvements. The Specialist will coordinate with Preventive Services program staff, leadership, Quality Assurance/Quality Improvement (QAQI), Operations, Human Resources, the Training & Technical Assistance Manager, and the Resource Development team and fully develop and drive the strategic vision for Quality Assurance and Improvement functions while providing strategic support and oversight. Additionally, the Specialist will function as the foremost data steward of the Preventive Services program, coordinating the use of data, outputs, and outcomes to inform strategic and high-quality case practice, program management, and operational enhancements across all staff levels and using a variety of data sources.

A successful person in this role will be systems-minded, detail-oriented, meticulously organized, forward-thinking, and have the capacity to thrive under pressure while working on multiple projects. The Specialist will also have a strong background in systems-change, project management, monitoring and evaluation, data management, and developing and implementing standard operating procedures. 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 internal system and casefile audits.

·       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.

·       In coordination with the Quality Assurance and Improvement Specialist, formalize and document data quality standards and quality assurance processes (including audit processes), both existing and those that will be developed.

·       Oversee the labeling and storage processes for closed case files, including processes such as:

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   Reviewing closed case files with unit staff in preparation for hand-off to judge.

·       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.

o   When changes to policy or guidance occur, manage the communication and implementation of internal changes in coordination with leadership and the Quality Assurance Quality Improvement Specialist.

·       In coordination with the Quality Assurance and Improvement Specialist, identify recurring data quality and data integrity issues, and, in coordination with leadership, drive the development of quality assurance processes to address these issues.

·       In coordination with the Quality Assurance and Improvement Specialist, address routine data quality issues through ad-hoc follow-up, retraining, and reminders to staff.

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

·       In coordination with leadership, oversee the design of a robust quality assurance reporting structure, and support 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 Data Manager).

o   Model implementation reports that track and measure adherence to program fidelity to Evidence-Based Models (SBC and FFT) through metrics and tools made available by model developers.

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.

·       Develop and steer 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   Standard operating policies for Preventive Services staff

o   Data collection & management processes

o   QI documentation and tracking systems

o   Training or re-training initiatives

·       Execute the implementation of Quality Improvement initiatives, involving Preventive Leadership, Quality Assurance and Improvement Specialist, Training & Technical Assistance Manager, Operations & IT, HR, and the Data Manager 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

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

·       Support the communication and reinforcement of QAQI policies and reminders through all levels of staff and across all programs and units to support successful adherence.

·       Identify additional training and technical assistance needs, and coordinate delegation of tasks to Quality Assurance and Improvement Specialist, Training & Technical Assistance Manager and/or Data Manager.

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

·       Manage technical training resources and support the development of 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

·       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.

·       Communicate regularly with staff on performance; review and evaluate staff to make recommendations for staff changes as necessary.

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

·       Motivate, develop, and retrain staff, providing them with opportunities for professional growth.

·       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 Development & Communications 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 Development & Communications team aware of any opportunities, challenges, or updates.

o   All team members are expected to support the Development and Communications 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   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 preferred.

·       Experience working with and managing NYC’s Administration of Children’s Services (ACS) contracts is strongly desired.

·       Experience with database management, including creating reports.

·       Monitoring and evaluation experience, including coordination of data collection, data analysis, and data visualization.

·       Experience tracking and measurably improving processes and 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.

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

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

·       Able to proficiently maintain electronic filing systems.

·       Able to thrive in a busy work environment, innovate, strategize, and make decisions independent.

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

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

·       Must bel 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 are encouraged to apply. 

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