Performance Improvement Consultant

The Performance Improvement Consultant is a mid-level professional individual contributor on the Strategic Implementation and Governance team, responsible for driving meaningful organizational change through performance improvement initiatives.

This role is responsible for planning, executing, and overseeing mid-sized performance improvement projects; delivering critical performance insights to CCC management to shape organizational strategy and decision-making; fostering a cultural of continuous improvement and professional development through training and consultation; and supporting robust governance and decision-making processes.

By integrating strategic thinking with data, structured problem analysis, and hands-on problem-solving, the Performance Improvement Consultant plays a vital role in advancing the organization's overall performance and strategic objectives.

The first 12 to 18 months, this person's project portfolio will focus heavily on behavioral health, so we're looking for someone who is comfortable jumping into a potentially new subject area and facilitating improvement even when they aren't the clinical expert.

If someone has experience with Behavioral Health, that is a plus!

The projects on deck involve both service and workflow design and implementation. One project is focused on leading the training and implementation of updated behavioral health clinical documentation and workflows to meet new state requirements. The documentation design is largely done and the next phase is supporting the training of the workforce and putting the changes into practice. The second project is focused on redesigning several outpatient and outreach program models to improve client access, staff experience, and financial sustainability. In short, this is hands-on work that spans mapping how things run today, designing better ways of working, and getting those changes adopted.

A key part of the role is partnering with the leaders and stakeholders who supervise and manage frontline staff. Those leaders own getting their own teams on board, while the PIC supports the change management and builds buy-in and alignment with those leaders and stakeholders.

Central City Concern is an innovative nonprofit agency providing comprehensive services to single adults and families in the Portland metro area who are impacted by homelessness, poverty and addictions. We hire people that are skilled and passionate to meet our mission to end homelessness through outcome-based strategies which support personal and community transformation.

Location: CCC Administration Office (121 NW Everett St. Portland, OR 97209)

Schedule: Monday - Friday, 8:00am to 5:00pm, Saturday and Sunday off!

Compensation: $87,000 - $113,000, annually

Final comp will be determined based on relevant experience, education, credentials/licensure, and internal equity.

MINIMUM QUALIFICATIONS

• Required: one of the following combinations of education and experience:
  
  • Master's degree in social work, public health, public administration, business, or another relevant field and 3 years of experience with quality or project management; OR
  • Bachelor's degree in a relevant field combined with at least 1 professional certification such as Lean/Six Sigma green belt or human-centered design and 3 years of experience with quality or project management; OR
  • Bachelor's degree in a relevant field and 5 years of experience with quality or project management.
  
  
  
• Required: quality or project management experience in a health care, social services, or safety net setting.
• Required: High level of computer literacy, including the ability to learn new applications.
• Required: proficient with Microsoft Office and with at least one workflow diagramming tool, such as Lucid or Visio. Strongly preferred: proficient with any of the following:
  • Electronic medical records;
  • Case management software; or
  • Web-based collaboration tools such as Mural or Miro.
  
  
  
• Must pass a pre-employment drug screen, TB test, and background check.
• Physical ability to bend, stoop, kneel, squat, twist, reach, pull and lift heavy objects.
• Must be able to climb stairs several times a day and carry equipment between different locations in the downtown core.
• Must adhere to agency's non-discrimination policies.
• Ability to effectively interact with co-workers and clients with diverse ethnic backgrounds, religious views, political affiliation, cultural backgrounds, lifestyles, and sexual orientations and treat each individual with respect and dignity.

ESSENTIAL DUTIES and RESPONSIBILITIES

Performance Improvement Project Design and Leadership (60%)

• Plan and implement assigned mid-sized performance improvement projects:
  • Lead process to understand and define problem(s) using root cause analysis and problem-solving tools.
  • Lead process to define project goals, objectives, scope, and deliverables.
  • Define workstreams and structure for advancing the project.
  • Assess the level of resources and capacity impact of projects. Work collaboratively with administrative departments and other stakeholders to address resource considerations through the governance process.
  • Assemble and manage project teams, build coalitions and consensus, and provide support and mentorship to team members to achieve objectives of project.
  • Design and facilitate project kickoff, work sessions, and other formal engagements necessary for project success.
  • Create, maintain, and effectively use project management, change management, and performance improvement tools and techniques.
  
  
  
• Monitor and control assigned performance improvement projects:
  • Lead process of plan-do-study-act cycles and other selected performance improvement methodologies to achieve desired improvement objectives of project.
  • Conduct data analysis using Lean/Six Sigma tools and other performance improvement methodologies to determine the effectiveness of improvement strategies.
  • Monitor and report on project and performance improvement progress, risks and mitigation, change management effectiveness, key decisions needed, next steps, and other information important to keep Executive Sponsors, Business Owners, and other stakeholders aligned and the project advancing as intended.
  • Lead the development of project sustainment plan to assure the successful closure of project and handoff to operational or administrative management.
  • Evaluate and assess results of assigned performance improvement projects.
  
  
  
• Close assigned performance improvement projects:
  • Ensure performance improvement project is completed as chartered.
  • Ensure reports, contracts, and other related artifacts are completed and/or responsibility transferred.
  • Ensure project documents are finalized, saved, and organized for ease of future reference.
  
  
  
• Perform other duties as assigned.

Performance Analysis and Insights (20%)

• Conduct routine performance analysis and development of performance insights to inform planning, decision-making, and prioritization:
  • Analyze performance trends on prioritized metrics, including pay-for-performance, strategic outcome and engagement metrics, and prioritized operational metrics, to identify opportunities for improvement, risks and issues, and other performance insights.
  • Produce planning and analytic work products from draft form through final deliverable, often using a mix of visualizations and written descriptions, independently or as part of a small team.
  • Use analysis and visualization tools, including Excel, to complete work.
  • Engage in thought partnership regarding the results of analyses and the environmental and strategic context of the work to inform annual and quarterly planning and governance decision-making.
  
  
  
• Analyze applicable external quality metrics programs as assigned, including developing familiarity with metric specifications, pay-for-performance and value-based reimbursement program methodology, and data sources.
• Where needed, support the development of internal quality metrics to support strategic and performance priorities, including partnering with Decision Support to develop metric specifications.
• Advise CCC management and administrative stakeholders about metrics, performance goals, and pay-for-performance and value-based reimbursement related to grant and revenue contract optimization and development.
• Support quality-related pay-for- performance and value-based reimbursement revenue forecasts within scope of role:
  • Assist with the development of pay-for-performance forecasts to support annual budgets.
  • Assist with midyear updates to pay-for-performance forecasts to support revenue accrual.
  
  
  
• Perform other duties as assigned.

Governance and Planning (10%)

• Advise management in the identification, development, and prioritization of performance improvement projects, ensuring alignment with organizational priorities and strategic metrics. Provide expertise to guide leadership in selecting initiatives that will maximize impact on prioritized performance metrics and overall organizational goals.
• As part of the Strategic Implementation and Governance team, actively participate in the intake, review, and evaluation of project proposals, ensuring alignment with organizational priorities and capacity, including:
  • Review initial project proposals for completeness and quality and consult when changes are required.
  • Assist in the evaluation and prioritization of proposals based on strategic fit, feasibility, and anticipated impact.
  • Support resource planning related to project proposals by identifying staffing, data, and other resources and requirements needed for successful project execution.
  
  
  
• Perform other duties as assigned.

Training and Consultation (10%)

• Participate in the development of CCC performance improvement and project management tools and standard processes.
• Participate in the development of CCC performance improvement and project management learning and development materials.
• Train CCC leaders and staff, using approved materials and tools, to participate in and lead their own performance improvement projects.
• Provide coaching and guidance to CCC leaders and staff during performance improvement and project management office hours and consultations.
• Perform other duties as assigned.

SKILLS AND ABILITIES

• Practical project management knowledge, including understanding of the Project Management Life Cycle. Demonstrated skills in:
  • Project identification or initiation
  • Project preparation and planning
  • Project execution and control
  • Project completion and assessment
  
  
  
  
  
• Strong quality assessment, problem analysis, and performance improvement skills, including familiarity with root cause analysis and improvement methodologies such as Lean, Six Sigma, and/or Model for Improvement.
• Strong analytic skills, including the ability to assemble data specific to the analysis needed, perform statistical analysis, and select the appropriate visual to reflect analysis conclusions.
• Ability to apply project management techniques and tools, including use of project management applications.
• Ability to design and facilitate effective engagements for in-person, virtual-only, and hybrid work sessions.
• Business acumen related to the interconnection between strategy, planning, performance improvement, and operations; as well as the various organizational designs and functions that define CCC's operating environment.
• Ability to consider the impacts and outcomes for underserved communities during decision-making processes.
• Ability to consider impacts of systems of oppression, structural racism, and individual bias on client outcomes.
• Strong critical thinking skills, with the ability to challenge assumptions and identify root causes to problems.
• Sound decision-making skills and excellent professional judgment, including ability to handle sensitive and confidential information on a daily and ongoing basis.
• Good leadership skills, with the ability to effectively coach and respond appropriately to the needs of stakeholders.
• Ability to manage time and meet deadlines. Ability to conduct job responsibilities independently as well as in a highly collaborative management model.
• Highly adaptable, with the ability to respond flexibly and positively to change and apply past learning to novel situations.
• Ability to conduct job responsibilities in a constantly changing financial, regulatory and service environment.
• Detail-oriented, with ability to maintain accurate records and necessary paperwork.
• Ability to effectively communicate and establish and maintain good working relationships across diverse stakeholders.
• Strong communication skills, with the ability to communicate clearly, concisely, and appropriately both orally and in writing.

Benefits at Central City Concern

We offer incredible benefits to our employees, including an extensive total rewards package, competitive compensation, medical, dental, vision, Student loan repayment options, and retirement savings matching plans!

• Generous paid time off plan beginning at 4 weeks per year at the time of hire. Accrual increases with longevity.
• Up to 11 recognized Holidays (dependent on schedule) & 2 personal Holidays.
• Amazing 403(b) Retirement Savings plan with an employer match of 4.25% in your 1st year, 6% in the 2nd year, and 8% in your 3rd year!
• Comprehensive Medical, Vision, and Dental Insurance coverage.
  Employer-Paid Life, Short-Term Disability, & Long-Term Disability Insurance!
• Sabbatical Program offering extended time off at years 7, 14, and 21.

This description is intended to provide a snapshot of the work performed and is not designed to contain a comprehensive inventory of all duties, responsibilities, and qualifications required for the position.

As an agency deeply rooted in recovery, part of our policy and commitment to a drug and alcohol-free workplace includes post-offer, and pre-employment drug screens. Please note that we follow Federal Guidelines regarding prohibited substances, even for those legal at the state level.

Central City Concern is a second-chance employer and complies with applicable
laws regarding the consideration of criminal background for employment purposes. Government regulations, contractual requirements, or the duties of this particular job may require CCC to conduct a background check and take appropriate action to address prior criminal convictions.