Quality Assurance Supervisor

Quality Assurance Supervisor

This position is only open to internal ACS applicants. The selected candidates will be offered a salary of $100,050. These positions are only open to those who are permanent in the civil service title listed above.

The Administration for Children's Services (ACS) protects and promotes the safety and well-being of children and families through child welfare and juvenile justice services and community supports. ACS manages community-based supports and foster care services and provides subsidized childcare vouchers. ACS child protection staff respond to allegations of child maltreatment. In juvenile justice, ACS oversees detention, placement and programs for youth in the community. The Division of Child Protection (DCP) is charged with investigating all allegations of child abuse and maltreatment that NYC receives from the New York Statewide Central Register of Child Abuse and Maltreatment. Each year, the division's child protective services investigate about 50,000 reports. DCP is comprised of approximately 3,500 employees who work across the five boroughs at nineteen sites known as Borough Offices. DCP's Child Protective Services staff consists of the Family Preservation and Family Services Units (FPP and FSU), Emergency Children's Services (ECS), and the Office of Special Investigations (OSI). The Quality Assurance unit which is part of the Jaden Reform is responsible for investigative case reviews, performance evaluation, collection of data through extensive case record review, use of aggregate performance data and data performance meetings; gather comprehensive data analysis for the purpose of strengths and needs assessment at the borough and zone level and the identification of priority areas and the development of a strategic action plan at the borough zones.

Under the supervision of a Child Protective Manager, with wide latitude for the use of judgment and independent decision making, the Quality Assurance ("QA") Supervisor (civil service title: Child Protective Specialist Supervisor Level II) will work within a unit responsible for encompassing all areas of quality assurance within the Division of Child Protections (DCP) 19 offices, 5 boroughs and 2 program areas. In this role, the Supervisor II will conduct on-going case reviews of open investigations, analyze child welfare case best practice across the division, and immediately provide coaching to front line staff, as necessary, to support safety.

The Child Protective Manager's responsibilities, specific to this role, include but are not limited to:

• Review and incorporate family history to support discussions around safety and risk planning with team
• Assess validity of allegations; determines and implements an appropriate plan of action, which may include the removal of child(ren) from the home. Monitors progress of the safety/service plan
• Ensure all pertinent parties (i.e. PD/FSU, OSI) to action meetings/clarification calls are notified and participate for continuity and consensus around the safety plan/service planning to address risk
• Utilize various in-house supports and databases to support/justify the program's rationale for action(s) and/or decision(s) made with respect to the plan for a family. Enters and maintains computerized records including ASAP tool, email correspondence, case management tracking, and any other program related materials
• Conduct case conferences with staff by reviewing pertinent case records and reports, clarifying and requesting information and data, in order to ensure appropriate agency mandated services, referrals/ treatment plans are being provided
• Monitor programmatic operations of borough/ program, by observing performance, meeting with staff, making field visits, reviewing performance reports, reviewing available records in order to ensure compliance of staff/ program with stated objectives, policy, city, state and federal mandates
• Develop and construct evaluation instruments and tools by analyzing program objectives, researching alternative evaluation formats, pre-testing designs where possible in order to measure the performance of DCP operations
• Draft reports in narrative form, using standard forms or formats, by reviewing, summarizing and explaining data, in order to record, analyze work activities, review findings and recommendations made by oversight bodies
• Participate in the drafting of policy and procedures manuals, memoranda and other instructional guides by using information gathered from governmental regulations, management policy decisions, background research, following agency format, in order to standardize work activity in compliance with laws, regulations and policies
• Intervene in difficult or non-routine cases by reassessing the situation, making special referrals, conferring with other agencies, providing special direction and consultation, following up on results, in order to facilitate resolution of special
• May make field visits for the purposes of investigation or consultation, including to review files, conference with staff, participate in meeting, provide one on one coaching and any other quality assurance measures requiring field work
• Represent the unit/division in training sessions, meetings by asking relevant questions, taking notes, in order to learn new or revised agency procedures, regulations and other matters
• Support other programs on special projects/request, as assigned by the Deputy Director. These tasks may include attending hiring pools, supporting Policy & Training initiatives, and or any needs identified by executive leadership
• QA is a member of ACS' Collaborative Quality Improvement "CoQI" cross-divisional team and supports DCP in these meetings in developing and following up with the zone's performance improvement plan. As part of this supportive process, the Supervisor may be required to travel citywide to co-assist the Child Protective Manager in these meetings

Section 424-A of the New York Social Services Law requires an authorized agency to inquire whether a candidate for employment with child-caring responsibilities has been the subject of a child abuse and maltreatment report. The Administration for Children's Services is an equal opportunity employer committed to providing access to all individuals. If you require a reasonable accommodation to participate in the job application or interview process, please contact Simone Campbell at View email address on click.appcast.io or View phone number on click.appcast.io.

The preferred candidate should possess the following:

• Record of proven managerial or supervisory accomplishments in child protection or a closely related human service field
• Master of Social Work degree or master's degree in a related discipline
• Excellent communications skills
• Knowledge of the NY State Connections comprehensive case management system, or other automated child welfare system
• Familiarity working with NYC's diverse communities
• Experience and ability to step into an existing unit and assume all responsibility quickly
• Bilingual ability to communicate clearly in Spanish or other languages is considered a plus for this position

Minimum Qualifications:

• A baccalaureate degree from an accredited college or university, including or supplemented by 24 semester credits in one or a combination of the following fields: social work, psychology, sociology, human services, criminal justice, education (including early childhood), nursing or cultural anthropology, at least 12 of which must have been in one of these disciplines; 30 semester credits toward a Masters of Social Work degree or toward a graduate degree in a related field; plus eighteen months of child protective casework experience.

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education's website at

New York City Residency is not required for this position.

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.