Quality Manager

Quality Manager

Coordinated Care Agency (CCA), a dba of the Archdiocesan Housing Authority, offers comprehensive services, enhanced shelter, and housing for people experiencing deep poverty and homelessness. The purpose of our work is to ensure that people have access to the healthcare and supports that they need to thrive. The team works to promote social changes to dismantle systemic racism, injustices and inequities that contribute to housing instability. We approach our clients and colleagues through a trauma informed lens, based on the knowledge and understanding of how trauma affects people's lives.

The Quality Manager is responsible for maintaining policies and procedures, implementing compliance and risk management systems, and overseeing training and quality improvement initiatives for Coordinated Care Agency. The incumbent is supervised by the Compliance Manager and works closely with on-site program staff to achieve quality management goals and ensure excellent quality across CCA properties. They ensure smooth day-to-day operations of the Compliance department and also provide critical support during periods of transition, new employee training, staff vacancy, lease up or uneven workloads. While the primary focus is on compliance timelines and training, it is also important to support the other aspects of property management such as occupancy and key performance indicators (KPI's).

This position offers a compensation range of $35.75 – $39.77 per hour (DOE)

Full‑time, 40‑hour position include a competitive benefits package:

• Medical, dental, and vision coverage, plus life insurance and long‑term disability
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options
• Generous paid time off, including paid sick leave, 15 vacation days, 12 paid holidays, and 1 personal holiday
• CCS/CHS 403(b) Employee Savings Plan
• Employee Assistance Program (EAP)

Responsibilities

COMPLIANCE & AUDITING

• Provide oversight of Key Performance Indicators (KPIs) for occupancies, compliance and accounting across CCA properties.
• Ensure that documentation complies with contracts, auditing and all other applicable standards.
• Develop strategies to address compliance issues and implement quality management systems as needed.
• Ensure file organization and completeness and work with managers to implement corrective measures as needed.
• Review and keep track occupancy, compliance and accounting KPI for sites not meeting benchmarks and work with Compliance Team and the program leadership to implement corrective measures as needed.
• Conduct analyses of property management software for true and correct status. Work with Compliance Manager to address concerns and implement corrective measures as needed.
• Oversee Initial Review of files before Real Page compliance review to ensure file correctness and reduce adjustments
• Support the Compliance Manager in times of absence to include, but not limited to, perform file auditing, review and certifying in property management software
• Knowledge of technical requirements for funding sources such as Tax Credits, HUD, state and county funding sources, and other applicable funding programs
• Oversee audit workflow process to determine potential support needed

PROPERTY MANAGEMENT & COMPLIANCE

• Ensure compliance with all contract requirements, federal housing standards and fair housing laws.
• Monitor property operations by using property management software including tenant ledgers, cash receipts, transactions, move-ins, move-outs, and month-end reports.
• Monitor occupancies and turn schedule.
• Monitor leasing of vacant units and marketing efforts for each property, including advertising and networking.
• Support the Property Management Team with timely and accurate income certifications.
• Adhere to the Tenant Selection Plan for admitting new residents. Assist onsite leadership teams with lease up paperwork and processes ensuring a complete move in process including lease signing, move in inspection/orientation process through final approval by compliance
• Work closely with the Compliance Manager to develop a compliance management plan.

TRAINING

• Develop training curriculum on property management systems and best practices for property management staff. Ensure regular delivery to property management teams and one-on-one training as needed.
• Develop site/unit specific training documents, "roadmaps," for current and new lease ups and complex properties.
• Manage compliance training for new hires and on-site managers that need additional support.
• Create tools for staff to successfully complete certifications reducing the number of corrections on compliance files.
• Ensure property management software and systems set-up and training for new hires and teams that need additional support.
• Manage office and file organizational plan for use by all CCA Properties
• Manage the learning management software accounts (Grace Hill Platform).

SITE STAFF SUPPORT AND LEADERSHIP

• Act as liaison for Compliance Team with property leadership staff
• Strategize with Compliance team and property staff to ensure coverage during vacant positions to keep processes moving (i.e. lease up, rent collection, compliance, voicemail, etc.) or during uneven workloads.
• Participate in the onboarding of new property management staff and provide training and coaching during probationary period.
• Manage log in credentials for applicant back ground screenings for property managers.
• Provide leadership to staff in the areas of property management and compliance as well as in the area of supporting and promoting the mission of the agency and advocacy in the community.
• Develop and maintain a workplace that values and supports a culturally and ethnically diverse work environment.

EFFECTIVE COMMUNICATION

• Communicate property status, issues and progress with multiple audiences
• Provide feedback to Compliance team regarding on-site staff performance and training needs
• Able to effectively communicate aurally and in writing policies, procedures and compliance regulations through one on one training interventions, and via electronically on Teams and emails

Other : Perform other duties as assigned

Job Conditions:

This position requires the employee to work in an environment where there may be exposure to illicit drug residues and fumes, bloodborne pathogens or other bio-hazardous materials in the course of doing business. Other exposures could include cleaning supplies, chemicals involved in pest control, paint and other materials used in building maintenance, building temperature fluctuations, dust, noise, pests, and odors. Other working conditions may include interruptions, working alone, evening or weekend work, responding to emergencies and working on-call.

This position also requires the employee to work with clients who may have untreated or poorly treated substance use and mental health disorders. These clients may demonstrate challenging behaviors that require staff support for de-escalation or redirection.

Physical Requirements:

The requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The employee is frequently required to talk, hear, stand, walk, use hands to finger/ handle/feel/type, operate office machinery and reach with hands and arms. Requires the ability to regularly push, pull, lift and/or carry supplies up to 20 pounds and occasionally up to 40 pounds.
• Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Work takes place at the agency work location for the duration of the scheduled shift where long periods of sitting, working on a computer, walking to various work areas, going up and down stairs, and standing are required.

Mental Requirements:

The cognitive skills needed to complete tasks, including abilities such as learning, remembering, focusing, categorizing, and integrating information for decision making, problem-solving, and comprehending.

Qualifications

Minimum Qualifications

• Minimum of 5 years of property management experience in affordable housing with regulatory restrictions or rent subsidies, including Tax Credit financed properties.
• Minimum of 2 years in a compliance management role.
• Experience with MRI, Boston Post Property Management Software, or other property management software.
• Ability to identify gaps in systems and develop processes that bring efficiency and consistency.
• Ability to work independently, organize, prioritize and follow through to the completion of tasks.
• Ability to communicate effectively both orally and in writing.
• Ability to identify issues and options for resolution.
• Strong supervisory skills: hiring, coaching, training and evaluating. Demonstrate attitude, knowledge and skills to deliver culturally competent services and work effectively in multi-cultural situations, as well as a commitment to working with the farm