Manager of Performance Evaluation

SPECIAL SERVICE FOR GROUPS, INC.
Job Description

Title: Manager of Performance Evaluation. Division: HOPICS

FLSA: Exempt Supervisor: Senior Manager, Data & Performance Evaluation

Pay Scale: $3,125.00 - $3,541.66 Semi-Monthly Revised Date: 07/27/2026

Summary

Under the supervision of the Senior Manager of Data & Performance Evaluation, the Manager, Performance Evaluation leads the quality assurance and program performance function at HOPICS. The Manager oversees the QA Coordinator and QA Specialist team in reviewing and auditing assigned programs' documentation and database practices to ensure alignment with LAHSA, DHS, other funder requirements, and organizational policies. The Manager is accountable for program audit readiness, the quality and consistency of the QA function, and partnership with Program Managers on corrective action plans when deficiencies are identified. The Manager co-leads the weekly Data-QA Sync with the Data Manager and represents HOPICS performance work with funders before, during, and after monitoring visits.

Essential Functions

While the specific duties of this role may evolve over time, at minimum, the following are expected:

Quality Assurance Team Oversight

• Directly supervise the QA Coordinator; hold weekly one-on-one meetings and manage performance.
• Oversee the QA Specialist team indirectly through the QA Coordinator and step in directly when escalation requires it.
• Oversee the QA Coordinator's and QA Specialists' performance of continuous quality improvement procedures with their assigned HOPICS programs.
• Ensure that program files are accurate and meet funder requirements in both hard-copy and electronic systems, including HMIS Clarity and DHS CHAMP.
• Monitor selected program practices for compliance with funder, legal, and organizational requirements.
• Ensure identified deficiencies are corrected in support of continuous incremental improvement.
• Strive to have all assigned programs audit-ready at all times.
• Conduct annual performance reviews for the QA Coordinator and partner with the Coordinator on performance reviews for the QA Specialist team.
• Support recruitment, hiring, and onboarding of new QA staff in collaboration with Human Resources and the Senior Manager.

Contract Knowledge and Funder Currency

• Maintain deep, current knowledge of all assigned program contracts and requirements, including LAHSA and DHS contracts.
• Remain current on assigned program funder requirements by attending workshops, meetings, and funder-sponsored conferences.
• Stay current with HMIS Clarity workflows, DHS CHAMP data requirements, and LAHSA pKPI definitions.
• Ensure the QA Team incorporates mandatory funder and grant requirements into internal audits so programs remain audit-ready.
• Update the QA Team on funder-required changes to contract terms, reporting cycles, or compliance expectations.

Audit Program and Special Audits

• Own the QA review schedule across all assigned HOPICS programs.
• Lead the QA Team in special audits of programs with corrective action plans or as otherwise identified by the Senior Manager.
• Review all internal program audit reports prepared by the QA Coordinator and QA Specialists before issuance to Program Managers.
• Standardize audit protocols, rubrics, and checklists across programs and Specialists.
• Remain current on denied billing, corrective action plans, and other identified issues so they can be incorporated into subsequent audits.
• Provide additional support and training to programs to ensure required corrections are completed.

Funder Audit Support and External Representation

• Support programs before LAHSA, DHS, and other funder audits to ensure all requirements are in place.
• Review funder audit results and ensure findings are translated into corrective action plans.
• Lead audit-readiness preparation for LAHSA, DHS, and other external monitoring visits.
• Conduct program visits as needed in support of audit efforts.
• Communicate with LAHSA, DHS, and other funders before, during, and after audits.
• Represent HOPICS performance work to funders, subcontracted partners, and other external stakeholders.

Corrective Action Plans and Program Partnership

• Oversee development of corrective action plans (CAPs) by the QA Coordinator and QA Specialists in partnership with Program Managers.
• Review and approve all CAPs before issuance.
• Track, resolve, and document continuous quality improvement issues across the program portfolio.
• Meet with Program Directors and Program Managers when CAP escalation is required.
• Serve as the escalation point when a Program Manager is not engaging with a Specialist's action plan or when an action plan is repeatedly missed.
• Identify cross-program trends and patterns and incorporate them into QA program design.

Cross-Lane Coordination

• Co-lead the weekly Data-QA Sync meeting with the Data Manager.
• Partner with the Data Manager to ensure audit findings translate into action plans the Data Team can carry into program partnership conversations.
• Partner with the Data Coordinator on QA-related training materials, audit-readiness guides, and findings communications.
• Attend monthly Issues & Action Plans Review meetings with the Senior Manager.
• Serve as a subject matter expert on HOPICS program performance, contract compliance, and funder expectations.

Special Projects and CCPD Support

• Lead special projects supporting CCPD priorities, department tasks, training, tool development, and communication with Program Managers.
• Support agency-wide continuous quality improvement (CQI) initiatives as directed by the Senior Manager.
• Contribute to the development of new QA tools, audit instruments, and review protocols.
• Regular attendance required.
• Maintain and uphold Agency mission statement, values, policies, procedures, and principles.
• Other duties as needed.

Secondary Functions

• Perform duties as assigned by the Senior Manager, Data & Performance Evaluation and/or the Division Director as needed.
• Maintain appropriate boundaries and adhere to SSG's Code of Ethics and HOPICS' Core Values.
• Represent the Agency in a professional manner at meetings and community events.
• Overtime, holiday, or weekend work may be required.

Minimum Qualifications - Knowledge, Skills and Abilities Required

• Bachelor's degree required.
• One (1) year of management experience.
• Previous experience in homeless services required.
• Demonstrated experience in quality assurance, program evaluation, compliance, or audit work in a social services setting.
• Working knowledge of HMIS (Homeless Management Information System) and DHS CHAMP platforms.
• Strong understanding of the LAHSA contract framework, LAHSA pKPI definitions, and DHS contract requirements.
• Demonstrated ability to assess program performance, document findings, and partner with program leadership on corrective action plans.
• Strong written communication skills and experience preparing findings reports for executive and external audiences.
• Ability to present to internal and external stakeholders, including funders, agency leadership, and program teams.
• Demonstrated ability to coach, develop, and manage the performance of direct reports and team members.
• Knowledge of the Los Angeles County homeless services landscape.
• Strong organizational and time-management skills, including the ability to manage multiple audit cycles and reporting deadlines.
• Proficiency in Microsoft Word, Excel, PowerPoint, and Google Workspace.
• Valid California Driver License, proof of automobile insurance, and reliable transportation; current TB test and CPR/First Aid certification.
• If in recovery, a minimum of three (3) years of being drug- and alcohol-free is mandatory.
• Ability to work with clients from diverse cultural, ethnic, and socioeconomic backgrounds.
• Verification of Employment Eligibility and Background Check.
• Pre-employment COVID-19 test required 96 hours prior to start date.
• COVID-19 vaccination required: all new staff must be fully vaccinated and submit their vaccination record to the Human Resources Department during new-hire orientation.

Non-Essential Qualifications - Knowledge, Skills and Abilities

• Master's degree in Social Work, Public Health, Public Administration, Public Policy, or a related field.
• Experience leading audit readiness for LAHSA, DHS, HUD, or comparable public-funder monitoring.
• Experience with database operations or management.
• Experience with Tableau, Looker Studio, or comparable data visualization platforms.
• Knowledge of the SPA 6 homeless services landscape.
• Experience with Department of Mental Health (DMH) reporting and behavioral health quality assurance.

Supervisory Responsibilities

Directly supervises one (1) QA Coordinator. Indirectly oversees the QA Specialist team (Specialist I and Specialist II) through the Coordinator structure.

Environmental Conditions (Working Conditions)

• The work environment for this position includes both office- and field-based settings.
• Must be able to work in a busy, fast-paced environment with competing priorities.
• Must be able to problem-solve and adapt to unpredictable changes.
• Must be able to work with highly aggressive clients.
• Must be able to work in various shelter environments.
• May be exposed to noisy, loud, or disruptive environments and must communicate with courts, outside community agencies, and other stakeholders.

Physical Requirements

In the course of performing this job, the incumbent typically spends time sitting, standing, walking, speaking, thinking, listening, driving, and carrying up to 20 pounds. The incumbent must sit at a computer for data entry and report preparation and may spend time driving, walking, and carrying equipment, files, or charts. The incumbent communicates with staff and outside agencies in public and provider meetings and must represent the Agency in a professional and positive manner.

Mental Requirements

• Manage uncontrollable changes in priorities and work schedules.
• Relate to others beyond giving and receiving instructions.
• Tolerate exposure to inappropriate behavior and language of others.
• Handle interruptions and changes in priorities or work schedules while processing information, thinking, and conceptualizing.
• Perform simple, repetitive, complex, or varied tasks.
• Comprehend and follow instructions.
• Maintain a work pace appropriate to the assigned workload.
• Effectively influence people on a consistent basis.
• Make generalizations, evaluations, or decisions without immediate supervision.
• Accept and carry out responsibility for direction, control, and planning.
• Communicate information to callers, research material to answer callers' questions, and respond professionally and courteously.