About this role
Salary: $57,232- $61,300 per year
Catholic Charities of Baltimore, Gallagher Services is seeking a Quality Enhancement (QE) Manager to be a key member of the Quality Enhancement department within Gallaghers Operations team. This role assists in developing monitoring systems to evaluate the effectiveness and quality of service delivery and provides monitoring, auditing, and support to program areas to ensure all services are person-centered, safe, and responsive to the needs and outcomes of the people supported. Gallagher Services encompasses 45 sites: serving approximately 200 people in community living and day support settings with a team of over 400 employees.
Gallagher Services supports adults with intellectual and developmental disabilities in living the life of their choice. Adults are supported in living, working and being involved in the community as independently as possible.
The work schedule is Monday to Friday 8 AM - 4 PM.
JOB DUTIES & RESPONSIBILITIES:
- Schedules and conducts comprehensive site inspections to assess service quality and compliance with environmental, medical, and documentation requirements; document findings to identify risks and needed improvements.
- Establishes Plans of Action (POAs) for site inspection findings and track completion against required timelines to support timely resolution of identified deficiencies.
- Oversees internal tracking of quality programming compliance, incident management, and health and safety standards to maintain visibility into outstanding requirements and support timely follow-up.
- Coordinates and participates in official agency investigations under the direction of the Director of Quality Enhancement to support thorough fact-finding and informed agency responses.
- Analyzes and reports trends in site inspection findings to identify recurring issues and inform priorities for continuous improvement.
- Assists in developing and implementing quality plans, policies, and procedures that address identified needs and promote consistent, high-quality service delivery.
- Serves as backup to the Director of Quality Enhancement in communicating with local, state, and federal regulatory entities to maintain continuity of regulatory coordination.
- Creates, distributes, and tracks annual Person Supported Satisfaction Surveys and all Person Supported Move Surveys; compile and report findings to stakeholders to inform improvements in service quality and transitions.
- Serves as the primary liaison to the Self-Advocacy Group to communicate input from people supported and inform person-centered quality improvement efforts.
- Chairs the Direct Support Professional (DSP) Advisory Group to facilitate frontline input on service delivery and bring identified concerns and recommendations forward for consideration.
- Participates in designated agency and division committees, contributing quality enhancement findings and recommendations to support coordinated improvements across programs.
- Performs other duties as assigned.
EDUCATION & EXPERIENCE REQUIREMENTS:
- Associates degree in social work, psychology, special education, nursing, or public administration, or related human services field.
- Two (2) years experience in human services working with people with intellectual disabilities, including experience with quality enhancement initiatives, service delivery monitoring to ensuring services follow person centered practices.
- Equivalent combination of education and experience may be considered.
REQUIRED SKILLS & ABILITIES:
- Sound professional judgment, discretion, and integrity in handling confidential information and sensitive quality and compliance concerns with an adherence to HIPAA.
- Well-developed critical thinking, analytical judgment, and problem-solving abilities to assess quality findings, recognize risks, and make informed recommendations for service improvement.
- Initiative, accountability, and the ability to work independently with minimal direction in a multi-site quality enhancement role.
- Effective interpersonal, collaboration, and negotiation skills to build productive relationships and support shared solutions with program leaders, staff, people supported, and external partners.
- Solid administrative and organizational skills, attention to detail, and the ability to balance competing priorities while maintaining accurate information and timely follow-through.
- Cultural responsiveness, tact, and respect for varied perspectives, with the ability to work effectively in a diverse, person-centered service environment.
- Proficiency with Windows-based computers, web browsers, and Microsoft Outlook, Excel, and Forms, as well as eHR systems (e.g., iCare Manager), is required to access information, document findings, analyze data, and communicate effectively. Familiarity with Word, Teams, and OneDrive to support documentation and collaboration is preferred.
PHYSICAL REQUIREMENTS & WORK ENVIRONMENT:
- Hybrid work options are available, contingent upon business needs and performance expectations in alignment with the Agencys policy.
- Remaining in a stationary position, which may involve standing or sitting for extended periods, as required to complete tasks or duties associated with the role.
- Adjusting or moving objects up to 25lbs in all directions, which may include lifting, carrying, pushing, pulling, or repositioning items as necessary to perform job duties.
- Assessing the accuracy, neatness, and completeness of assigned work to ensure it meets quality standards and adheres to established guidelines.
- Hearing and vision abilities, with or without correction, sufficient to drive safely and effectively observe and communicate with others.
- Driving (Agency and/or personal vehicle) is required for this position. Driver must be at least 21 years of age, with a minimum of 2 years of driving experience, and a valid drivers license issued by the state of residence. There can be no state issued restrictions on the licenses that would impede drivers ability to operate the vehicle as required by the Agency, and there must not be more than three (3) points on their driving record.
We offer a wide range of benefits to meet the ever-changing needs of our employees including but not limited to:
- Health/Dental/Vision
- Vacation/sick/holiday pay
- 403(b) Retirement Plan with a discretionary employer contribution
- Tuition Advancement
- Paid Parental Leave
Join Catholic Charities of Baltimore where you will be an important member of a trauma-informed care organization that promotes a culture of safety, empowerment, healing, and self-care, and that believes that every person has infinite worth and promise.
Catholic Charities is an equal opportunity employer