• Ensure all teams adhere to internal quality standards, performance metrics, and SOP requirements as defined in the QASP.
• Lead the implementation and management of the Quality Control program including managing the Audit Plan, maintaining quality reporting, leading risk management activities, and overseeing continuous improvement initiatives.
• Oversee quality control of in person engagement, cases documentation and observations reported from field team staff assigned to conduct onsite safety and wellbeing check ins.
• Creation of SOPs, FAQs, scripts and resources for field team staff focused on professional etiquette, conduct, and interaction with clients in their homes.
• Monitoring of compliance for all SOPS, code of conduct, and support resources developed for onsite visit field staff.
• QC home visit observations reported as high risk, abuse and neglect.
• Serve as a resource and support for field team staff in defining onsite observations and next course of action.
• Participate in the recurring review/updating of all programmatic policies, procedures and training materials to incorporate best practices and validate ongoing compliance.
• Support with the drafting and development of new policies and procedures.
• Perform quality assurance audits, accuracy & timelines checks, maintain audit scripts and monitor adherence to contract deliverable requirements.
• Conduct scheduled audits of case processing workflows, report accuracy, and internal deliverable performance against contract AQL standards
• Analyze audit data, quality results, and performance trends to identify areas for improvement and inform of performance enhancement initiatives
• Perform root cause analyses of performance or compliance issues as needed.
• Determine appropriate corrective actions in coordination with managers.
• Track completion and assess effectiveness of all corrective actions.
• Collaborate with Leadership to conduct regularly scheduled and unannounced internal audits to ensure program compliance.
• Make thoughtful recommendations to improve compliance and the overall service and care provided by the organization.
• Ensure contractual compliance with all reporting requirements for all areas of the organization including monthly QC reports and results tied to deliverable performance standards.
• Immediately inform Management and program stakeholders of any potential issues or noncompliance.
• Escalate identified quality risks, recurrent audit issues, or performance failures to project leadership for mitigation
• Liaise with client inspection teams as needed.
• Maintain comprehensive, well-organized records of all compliance activities to include comprehensive records of audit results, SOP revisions and quality reports.