Critical Incident Specialist

Position Title

Critical Incident Specialist

Work Location

Remote-PA (need to have PA Licensure)

Assignment Duration

3 Month Contract-to-hire

Work Schedule

8 am-5 pm ET

Work Arrangement

Remote

Position Summary

This role will be responsible for the development, implementation, resolution and oversight of waiver incident reporting at member level and organizational level. The primary functions will include waiver incident reporting education, incident reporting, incident investigation, incident processing and closure. This position ensures compliance with our CHC Agreement along with the Administrative Code and CMS regulations delegated.

Background & Context

The Critical Incident (CI) Management team plays an essential role in supporting the Service Coordination department by ensuring comprehensive oversight of each critical incident. This includes timely and thorough screening, assessment, risk evaluation, mitigation planning, follow-up, and evaluation of outcomes for all reported events.

In tandem with these staffing constraints, the team continues to support internal quality improvement efforts and respond to the evolving standards set forth by OLTL. Since mid-2023, OLTL has reinforced statewide expectations around incident investigation, documentation, and quality assurance, increasing the demand for detailed, timely, and compliant reporting.

Additionally, since May 2023, the CI report volume has increased by approximately 25%, a trend that has continued into 2024 and appears consistent through Q1 of 2025. This surge, without corresponding staffing increases, has led to an average CIS-to-case ratio of 1:120. This is significantly above the sustainable and recommended ratio of 1:80, and even further from the internal case management model of 1:73. While CIS staff are not case managers by title, their responsibilities align closely in terms of managing risk and improving member outcomes, making adherence to similar caseload standards critical.

Key Responsibilities

• Upon receipt of new case assignment, confirm eligibility and validate event qualifies for reporting
• Review historical events and determine if Trend Analysis is required
• Maintain internal documentation regarding investigation process status
• Collaborate and support Service Coordinators with investigation process
• Maintain open case volume and evaluate open cases for potential closure
• Closure of event may be completed when the following criteria are met: Actions taken to secure the health and safety of the participant; Measures taken to prevent or mitigate recurrence of the critical incident, including appropriate referrals; changes made to the Person-Centered Service Plan as a result of the incident
• No further action is required when the following conditions are satisfied: The facts and sequence of events is outlined with sufficient detail; Preventative action is implemented and documented; The participant is not placed at any additional risk

Qualification & Experience

Candidate Requirements

• Education/Certification
  1. Required: Must have at least two years of experience and knowledge of waiver.
  2. Preferred: Background in the field of Nursing, Social Work, and Case Management is preferred.
• Licensure
  1. Required:
  2. Preferred: Nurse and/or Social Work
• Years of experience required
• Disqualifiers
• Best vs. average
• Performance indicators

Must haves

at least two years of experience and knowledge of waiver. Background in the field of Nursing, Social Work, and Case Management

FOCUS IN LTS

Nice to haves: Clinical licensure is preferred but is not required. Clinical experience in lieu of licensure will be considered.

Disqualifiers

no clinical background or experience in waiver processes.

Performance indicators

Best vs. average

Top 3 must-have hard skills

1. Clinical Background
2. Case Management Experience
3. Waiver Experience/Knowledge