Quality Outcomes and Assurance Manager

The Quality Assurance and Outcomes (QAO) Manager is a non-exempt supervisory position responsible for the full implementation of quality assurance functions, trainings, and services and within the Supported Living Program at the Arc of King County. 

Organizational Reporting Relationships 

Department: Supported Living 

Supervisor: Director of Supported Living 

Job Summary 

The Quality Assurance and Outcomes Manager is responsible for overseeing and ensuring that quality assurance in the Supported Living Program is reflective of the Residential Guidelines and the Washington Administrative Codes (WAC). The QAO Manager will work under the Director of Supported Living to ensure the needs of participants of The Arc are being met through a combination of compliance and database management. As well as developing, implementing, and scheduling virtual/onsite training and evaluating. The QAO Manager supervises a team to ensure the QAO goals are met; ultimately working with the larger leadership team to ensure participants and staff are supported and The Arc’s mission is carried out. 

Essential Functions 

Knowledge: 

• Responsible for maintaining a comprehensive understanding of all WACs and other regulations governing Supported Living. 

• Is aware of current training requirements for DSPs, including current best practice methods identified in the field of intellectual and developmental disabilities.  

• Has and maintains an in-depth knowledge of the Therap database specific to MARs, tracking appointments, current medications, and medical history to partner with Health Care team when needed. 

Supervision: 

• Oversees Trainer including ensuring that all staff follow required and on-going trainings such as First Aid/CPR, blood borne pathogen, abuse and neglect policy, etc. 

• Supervise the Quality Assurance and Outcomes Assistant, including support in QA processes of fleet management tasks, including vehicle inspections, record maintenance, and coordinating safety compliance. 

• Supervise the QA Analysts, including ensuring their oversight of Individual Financial Plan (IFP) updates, housing reviews and PCSP Assessments, monitoring corresponding IISP bi-annual updates. 

Therap: 

• Ensure that documentation of annual paperwork for participants is current on Therap. Auditing existing participants and new participants upon onboarding. Ensuring dcouments(digital, Therap and hard copies) are archived on an annual basis and upon participant exit from the program. 

• Including but not limited to consents, understanding rep payee services, program participant rights, etc. 

• Oversee the monitoring of Therap usage for accuracy. 

• Oversee the utilization of reports in Therap for SLP Coordinators to develop staff in their performance and outcomes.  

• Oversee implementation of new modules in Therap and provide the corresponding Therap training for staff.  

• Approve Therap template changes. 

• Oversee the auditing of T-logs and S-Comms for participant support and program compliance.  

• Work directly with Therap Support to ensure the system is best utilized. 

• Audit all approved participant incident reports (GERs) to ensure the documentation is completed.  

Training:  

• Provide all applicable training in an accessible and culturally appropriate format. 

• Assist with orientation and training of new staff on how to use Therap. 

• Oversee Quarterly Safety Checks which take place at program participants’ homes.  

• Including but not limited to new hire safety check training, the restocking of inventory of emergency supplies and auditing of completed checks. 

• Collaborate with team to identify gaps and implement corrective actions through the LMS, support continuous quality improvement initiatives in collaboration with Human Resources. 

• Works with the SLP team to identify gaps in training for staff and develops training to address identified needs for client care.  

Tracking: 

• Provide metrics to Director to ensure quality controls are in place. 

• Work with HR for portions of New Hire Orientation. Assist Trainer in ensuring the requisite 2-hour orientation training as mandated by WAC 388-112A-0200 and 3-hour safety training per WAC 388-112A-0230 are completed by new hires.  

• Ensure that Peer Coaching is provided to DSPs who have been identified as needing additional support to meet the participants’ needs and goals. 

• In conjunction with Trainer, utilize Learning Management System (LMS) to track, monitor, and document staff training compliance, ensure all personnel meet required certifications and ongoing education standards.  

• Maintain filing system of archived documents on the server and in the office. 

• Maintain an up-to-date Outlook calendar.  

Collaboration: 

• Work with Managers and SLP Coordinators to provide relevant feedback to DSPs regarding Therap documentation. 

• Develop and maintain a checks and balance system with the Health Care Manager, which ensures participant medications are accurately documented in Therap. 

• Assist onsite during audits as needed and ongoing remotely to retrieve the requested information. 

• Carry the 24-hour emergency phone (E-cell) in rotation with the other designated staff from the SLP Leadership Team. 

• Assist colleagues on the SLP Leadership Team as needed, including covering shifts as needed. 

• Assist as needed for all RCS and APS investigations. Collaborate with Human Resources as needed and maintain communication with Director of SLP. Interview, document, collate, and review all relevant materials. 

• Attend and provide input at SLP meetings and The Arc of King County All Staff meetings. 

• Assist in writing and implementing new policies for the department. 

• Is a mandatory reporter. 

• The above is not a comprehensive list of activities, duties, or responsibilities required of this position. Management may assign or reassign duties and responsibilities at any time as it deems necessary. 

Physical and Other Requirements 

• Ability and willingness to drive, navigate, and work throughout King County 

• WA drivers’ license and verification of good driving record, insurance, and reliable transportation 

• Ability to pass a criminal background check 

• Hybrid work schedule, ability to travel to participants’ homes, and ability to occasionally work flexible hours and days is required. Initially this position will be on-site, transition to hybrid schedule to be approved in advance by Director of Supported Living. 

• Ability to lift, push or pull 15-20lbs 

• Ability to sit for extended periods of time.  

• Ability to operate standard office equipment like but not limited to keyboard, mouse and phone continuously.  

• Close visual acuity to prepare and analyze data and extensive reading.  

• Repeating motions that may include the wrists, hands and/or fingers.  

Salary / Benefits 

• This is a full-time, exempt position. 

• This position is eligible for The Arc’s employee benefits package which includes medical, dental, and vision insurance, 401(K), EAP, Orca card, paid holidays, paid personal leave, and more. 

• The salary range for this position is $75,000-$78,000 depending on experience.  

The Arc of King County is an Equal Employment Opportunity employer.  BIPOC and candidates with disabilities are encouraged to apply. 

Education 

Bachelor’s Degree preferred.  

Minimum Qualifications 

• Strong experience and demonstrated skills interacting with and supporting individuals with intellectual and developmental disabilities. 

• Strong interpersonal skills. 

• Knowledge of computer databases, scheduling modules, management tools  

• Experience in Excel, Word, PowerPoint and Therap (or equivalent Information Management database system) preferred. 

• Ability to work both independently and to lead a team. 

• Ability to analyze data and provide recommendations. 

• Experience necessary to prioritize work effectively and delegate tasks appropriately. 

• Current Nursing Assistant Registered, Nursing Assistant Certified or Home Care Aid Certified or ability to obtain at time of hire.  

• Current CPR/AED and First Aid Certification or abilty to obtain at time of hire 

Or a combination of education, experience, and measurable performance which demonstrates the capability to perform the duties of this position.