QA Specialist - Case Management 221-08-26

General Description
Provides ongoing support to Case Management staff and their managers in maintaining high quality services through training, quality assurance reviews, technical assistance, program guidance, and workload support.

Essential Functions

Provide initial and ongoing training to develop and enhance employee knowledge and skills
Provide quality assurance
Provide program guidance and technical assistance
Provide workload and leadership support
Facilitate confidence in the Quality and Training Specialist, and therefore the Agency and programs
Protect consumers and reduce Agency risk
Provide excellent customer service in a professional manner

Secondary Functions
Supports Agency and Quality Assurance & Training Unit by overseeing and working on special projects as needed.

Supervisory Responsibilities
None

Minimum Qualifications
A qualified applicant will have a minimum of six (6) years of experience which demonstrates the knowledge, skills and abilities required. The following qualifications will be considered as meeting the minimum requirements:

Bachelor’s degree in social sciences or a related field of study
A minimum of two (2) years of experience working with social service or public benefit programs with similar populations, one (1) year of which should be in a case management role.
Experience in training others.

Knowledge, Skills, and Abilities
The successful applicant must have the following general skills, including the ability to:

Speak, read, write and understand English and follow verbal and written instruction
Apply evaluation, analytic and writing skills
Apply regulations and policies relevant to work performed
Read, interpret and explain policies to others
Organize and prioritize tasks to meet required time timeframes
Collaborate and coordinate with others
Work effectively with a wide variety of individuals and small groups
Build relationships and network
Exhibit excellent interpersonal communication and listening skills
Exhibit good judgment, and use courtesy and tact

The successful applicant must have the following job-specific skills, including the ability to:

Maintain knowledge of Agency programs, and gain advanced knowledge in areas related to case management
Obtain thorough knowledge of Agency policies, procedures and program tools related to case management work
Exhibit technology skills related to the work needing to be done, (word processing, spreadsheets, database, internet research, mail, IM, phones, copiers, assessment programs like CAPS, Oregon ACCESS, etc.).
Explain and present complex technical information
Identify, track and correct errors
Train others through a variety of methods such as classroom training, written materials, electronic means, including videoconference, etc.
Maintain knowledge of training techniques
Learn and apply state, federal, or program policies and regulations
Train, coach, mentor and provide effective correction
Maintain thorough knowledge of compliance and quality requirements
Learn and apply policies, regulations, requirements and rules around mandatory reporting, and involving privacy and confidentiality
Understand the function and relationship of other job positions within the agency
Attend necessary meetings to maintain up-to-date knowledge and skills required to perform the duties.

Other Requirements
The successful applicant must have the following skills, including the ability to:

Support the agency’s mission, ethics, and values
Secure and maintain a driver’s license valid in the state of Oregon, or an acceptable alternative means of transportation
Commit to regular attendance as it is required to meet the demands of this job
Pass a criminal background check successfully
Maintain and share information according to privacy regulations
Serve as a mandatory reporter of suspected abuse of vulnerable populations as required by policy and regulation
Complete necessary work as assigned

Work Environment and Physical Demands
Eligibility Specialists typically work in an office environment. They must be able to:

Use a computer, telephone, and other office equipment
Tolerate and be able to work where the noise level is that of a typical office
Encounter frequent interruptions throughout the work day
Regularly sit, talk, or hear
Use repetitive hand motions

Handle objects and sustain a sense of touch
Stand, walk, reach, and bend
Lift up to 25 pounds
This position requires occasional travel to consumers in a variety of settings, homes, facilities, etc. of varying levels of cleanliness and repair. Travel to other offices may require overnight stay. Field work requires driving an Agency car or personal vehicle, and carrying and using a laptop computer.

Contact with the public in home or office environments may risk exposure to people with contagious diseases or irrational/hostile behavior and contact with domestic animals.

The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.