Continuous Quality Improvement
EMPLOYMENT TYPE: Full-Time
TO: Senior Administrative Director, Preventive Services
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.
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
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.
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.
DUTIES & RESPONSIBILITIES:
Quality Assurance and Quality
· 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:
§ 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
§ Receive, analyze, and share out the report with
§ 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:
tracking document of all closed case files and where they are stored
check-in/check-out protocols when access to closed case files is requested internally.
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.
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:
reports QAQI from Preventive Services databases, Connections and Promis.
reports (in coordination with the Data Manager).
implementation reports that track and measure adherence to program fidelity to
Evidence-Based Models (SBC and FFT) through metrics and tools made available by
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
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
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.
· Ensure data entry meets contractual and AAFSC program
· 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.
· 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
· 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 &
AAFSC meetings and trainings, as well as any off-site meetings and trainings
assigned by supervisor.
other duties assigned as necessary.
BACKGROUND AND POSITION REQUIREMENTS
required, Master’s degree preferred.
working with and managing NYC’s Administration of Children’s Services (ACS)
contracts is strongly desired.
database management, including creating reports.
evaluation experience, including coordination of data collection, data
analysis, and data visualization.
tracking and measurably improving processes and outcomes.
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.
and editing skills; strong verbal communication and interpersonal skills.
skills and proficiency with technology including Microsoft Office products,
CRMs, and databases.
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
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.
AAFSC’s mission and vision.
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