Program Operations & Quality Coordinator (POQC)

Job Description

Job Description

Description:

Family Focus | Full-Time | 36–40 hours/week | Valparaiso, IN

Family Focus is seeking a Program Operations & Quality Coordinator (POQC) to join our administrative team. This is a diverse and important role that helps keep our programs, referrals, staff, and day-to-day operations running smoothly.

The POQC works closely with agency leadership, therapy and casework staff, the Indiana Department of Child Services (DCS), referral sources, clients, community partners, and technology vendors. We are looking for someone who is organized, detail-oriented, proactive, technologically capable, and genuinely enjoys helping people and getting things done.

What You'll Do

In this role, you will:

• Coordinate incoming referrals, staff assignments, and communication with DCS and other referral sources.
• Maintain accurate referral, intake, and client information and assist with ensuring services and billing units are appropriate.
• Conduct quality assurance audits, including reviewing and proofreading documentation and reports.
• Identify and communicate potential compliance or quality concerns.
• Maintain client records and support compliance with agency, DCS, HIPAA, and other applicable requirements.
• Coordinate administrative activities for our Partners in Parenting program, including scheduling, payment processing, client communication, and program materials.
• Assist with data collection, tracking, analysis, and reporting.
• Serve as a liaison between staff and our IT and telecommunications providers.
• Support technology, systems, and process improvement initiatives.
• Proactively identify ways to support department managers and improve departmental efficiency.
• Provide administrative and operational support to agency leadership and staff as needed.
• Coordinate administrative activities for the Partners in Parenting (PIP) program, including scheduling, payment processing, website updates, client communication, and distribution of program materials.
• Support the PIP program therapist and agency leadership with assigned projects and administrative needs.
• Proactively identify opportunities to support departmental managers and needs, including opportunities to improve administrative efficiency and workflow

Requirements:

What We're Looking For

The successful candidate will have:

• A bachelor's degree in business, communication, leadership, education, or a related field preferred.
• Excellent written and verbal communication skills, including strong grammar, proofreading, and editing skills.
• Strong technological skills and proficiency with Microsoft Office, including Excel, Word, Outlook, and PowerPoint.
• Excellent organization, time management, attention to detail, and follow-through.
• Sound judgment, critical-thinking, and problem-solving skills.
• The ability to work independently, manage competing priorities, and adapt to changing needs.
• Discretion and a strong commitment to confidentiality.
• A warm, approachable personality and the ability to communicate effectively with a wide variety of people.
• Patience and empathy when working with clients who may be experiencing social or economic challenges.
• Initiative, efficiency under pressure, and the capacity to consistently produce a high volume of quality work within established deadlines.
• A strong work ethic, humility, and a service-oriented mindset.

Previous experience in a complex office environment is preferred. Experience in nonprofit, social services, healthcare, behavioral health, government, or another regulated environment is a plus.

ADDITIONAL REQUIREMENTS

Per agency requirements, all employees must successfully complete:

• Fingerprint-Based National Criminal History Background Check, including Indiana State Juvenile History.
• Indiana State Limited Criminal Check.
• Sex and Violent Offender Registry Check.
• Local Police/Sheriff Records Check.
• Child Protective Services History Check.
• Drug Screen.

The POQC primarily works in a climate-controlled office environment, primarily sedentary office work requiring extended periods of sitting and computer use; Regularly uses a keyboard, mouse, telephone, and other office equipment and requires sufficient hand, finger, and wrist dexterity for computer-based work; Occasionally stands, walks, reaches, bends, and moves throughout the office.; May occasionally require lifting up to 30 pounds, bending, stooping, and stair climbing.

Why Family Focus?

The POQC is an important part of our team. This position is ideal for someone who likes variety, problem-solving, organization, and being the person who keeps things moving. No two days are exactly alike, and you'll have the opportunity to work across multiple areas of the agency while supporting the people who provide services to our clients.

At Family Focus, we value professionalism with warmth, humor, humility, flexibility, and mutual respect. We believe in helping one another, taking initiative, and being willing to step in wherever we're needed.

Position Details

Schedule: Full-time, 36–40 hours per week
Status: Non-Exempt
Reports to: Executive Director
Salary: Commensurate with education and experience
Benefits: Full-Time employees are eligible for PTO, Medical, Dental, Vision, Retirement plus employer match, company paid life insurance
Location: Valparaiso, IN

Employment is contingent upon successful completion of required background checks and drug screening.

Family Focus Inc. is an equal opportunity employer.