Quality Improvement Specialist

Quality Improvement Specialist

Employer: County of Chester

Salary: $59,067.53 Annually

Location: Government Services Center - Westtown, PA

Job Type: Full Time, Exempt

Remote Employment: Flexible/Hybrid

Job Number: 04484

Department: Mental Health/Intellectual & Developmental Disabilities

Division: Mental Hlth/Intel & Dev Disabl

Opening Date: 05/11/2026

Closing Date: Continuous

Weekly Hours 37.5 Shift 8:30am-5:00pm

Summary

The Quality Improvement Specialist is responsible for ensuring that administrative, programmatic and contractual requirements/processes are implemented for the MH/IDD program as it relates to areas such as incident/risk management, complaint management, Independent Monitoring for Quality, restrictive practices, oversight of service providers and contractors, eligibility, intake and registration, quality management, and community outreach, etc. A person in this position is expected to demonstrate the system of care practice model, which maximizes all resources around an individual or family. This system of care includes child and adult serving agencies and community partners that join with an individual or family to meet their goals.

This job requires the following documents to be obtained, reviewed as acceptable by the supervisor and re-obtained every five years: PA Child Abuse, PA Criminal History and FBI Criminal History.

Essential Duties

• Assist in compliance activities related to fulfilling the requirements of the Administrative Entity (AE) Agreement with the ODP.
• Develop effective training strategies on a variety of subjects for different stakeholder groups as assigned.
• Provide training, programmatic and technical assistance to contracted providers and Supports Coordination Organizations regarding program development, quality management, and implementation and reporting requirements related to services provided.
• Update, review and maintain all reports related to Quality Management as assigned in the areas such as incident/risk management, complaint management, Independent Monitoring for Quality, restrictive practices, oversight of service providers and contractors, eligibility, intake and registration, and community outreach, etc.
• Analyze data and report on status as needed at Quarterly IQMC (Internal Quality Management Committee).
• Serve as main point of contact for individuals filing complaints via coordination and oversight monitoring of county complaint process including facilitating first and second level complaint hearings, assisting in processing requests for due process, etc. Prepare all written correspondence as required.
• Conduct and complete investigations as per ODP and Certified Investigation procedures and policy.
• Assist with development, review, implementation and oversight of all departmental policies and procedures including but not limited to Quality Management and Improvement, Risk Mitigation, Independent Monitoring for Quality Program, Incident Management, Complaint Management, Restrictive Practices, Oversight of Contracted Services, Eligibility, Intake and Registration.
• Coordinate all programmatic oversight, practices, reporting etc. for the Quality Management/Quality Improvement including but not limited to Independent Monitoring for Quality Program, Incident Management, Complaint Management, and Restrictive Practices, Contracted Services, Eligibility, Intake and Registration, and Community Outreach as assigned.
• Prepare and distribute all State and County required reports as assigned in a timely manner.
• Serve as a Project Manager for assigned projects - develop targeted goals and processes to achieve mission.
• Maintain and produce records.
• Monitor services effectively.
• Maintain quality assurance standards.
• Perform administrative functions, as required.
• Create system for organizing, maintaining and sharing resource information.
• Complete Delegate duties for the Intellectual Disability Unit and Mental Health Units.
• Serve on various Board subcommittees and workgroups as needed.
• Perform 24 hour incident review.
• Perform other duties, tasks and special projects, as required.

Qualifications/Preferred Skills, Knowledge & Experience

Minimum Requirements:

• Bachelor's degree and three years of professional-level experience in the appropriate field; or
• One year as a Program Specialist I or equivalent in the appropriate field; or
• An equivalent combination of experience and training.
• A valid driver's license is required.

Clarification of Requirements: You may substitute related education for the required experience or appropriate experience for the required education. Unrelated experience or education will not be accepted.

Preferred Skills, Knowledge & Experience:

• Five years of professional-level experience in the appropriate field.
• Master's degree in a human services, intellectual and developmental disabilities or related field.
• Must be certified investigator as approved by the ODP or be willing and able to obtain certification
• Quality Management certified or willing and able to obtain ODP Quality Management Certification.
• Working knowledge of applying Quality management principles, strategies and practices in a variety of arenas.
• Knowledge of DHS regulations, procedures, bulletins and policies.
• Knowledge of waiver regulations and licensing requirements.
• Excellent verbal and written communication skills.
• Well-developed group facilitation and training skills.
• Ability to understand complex regulations and requirements of the human services systems.
• Ability to interface effectively with all levels of County management.
• Strong analytical skills.
• Accurate and detail oriented. Advanced organizational skills.
• General understanding of contracts and proposals.
• Intermediate skill using a personal computer and various software packages.
• Ability to work independently and proceed with objectives.
• Ability to lead or work as part of a team.
• Strong professional ethics.
• Strong time management skills.
• Ability to maintain a professional image at all times.
• Ability to facilitate achieving resolution in conflict situations.
• Ability to maintain confidential information and handle confidential matters.
• Requires flexible hours, including evening and weekend work.
• Ability to follow office protocols.
• Customer service experience.
• Able to use common sense understanding to carry out written or verbal instructions.
• Ability to handle and resolve recurring problems.
• Ability to establish priorities (remain focused on daily operations).
• Able to carry tasks to completion.
• General knowledge and understanding of County of Chester policies and procedures.

Additional Information

Relevant background checks, clearances, physicals, drug tests, and any other assessments or evaluations will be conducted after an offer of employment is given per County policy. Computer Skills: To perform this job successfully, an individual should have:

• Basic Word skills
• Basic Excel skills, with willingness and ability to advance to Intermediate/and or advance skill levels
• Basic Outlook skills (Email and Calendar)

Physical Demands: While performing the duties of this position, the employee is frequently required to sit and talk and hear. Occasionally, the employee will need to stand; walk; bend at the waist or work bent at the waist; kneel, stoop, crouch or squat; carry items; work with machinery; climb stairs, and able to travel and attend meetings off site. On rare occasions, the employee will need to reach above shoulders; work with arms above shoulder height; crawl; and twist or rotate at the waist. The special vision requirement listed for this position is:

• Close vision in order to read, review records and reports, and record observations of clients and sites.

Work Environment:

• The noise level in the work environment is usually moderate.
• Will work inside in an office environment 70% of the time.
• Will work independently 50% of the time.
• Will work as part of a team 50% of the time.

Other:

• Ability to work extended hours, as necessary.
• This position requires professionalism and excellent oral and written communication skills.