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Manager of Quality and Compliance

Location: Forsyth
Position Type: Full-time
Closing Date: February 1, 2022

Crossnore Communities for Children is seeking a Manager of Quality and Compliance to monitor all Crossnore Programs to ensure that the children, youth and families we serve receive outstanding service from our agency. This role will collect, prepare, and analyze program data and create dashboards to monitor quality assurance for all programs, and will effectively communicate findings to various audiences (board, leadership, staff, etc.) in a variety of formats (written reports, graphs, spreadsheets, oral reports, etc.), and will train staff to meet agency’s quality compliance goals. This position may be based in Winston-Salem or Western NC, and candidate must be flexible to work at all Crossnore Communities for Children campus locations.

Pre-Hire Requirements
Must successfully complete extensive background checks, interviews, and pre-hire drug screen
Crossnore Communities for Children is requiring new hires (excluding those with an approved medical or religious exemption) to be vaccinated for COVID 19 as a condition of employment to help ensure the safety of all employees, youth and families served.
Defined Contribution Benefits Plan including options for:
Health/Dental/Vision Insurance
Life, Short-Term Disability, and Long-Term Disability plans
Critical Illness and Accident coverage options
Flexible Spending Plan
401k with employer match (up to 6%)
Ongoing Training
20 Days PTO, 11 Paid Holidays
About Us
For more than 100 years, Crossnore Communities for Children (formerly Crossnore School & Children’s Home) has provided a Christian sanctuary of hope and healing for children and families in North Carolina. Our holistic model of care allows us to meet and nurture each child right where they are, regardless of background, experiences, or differences. Crossnore is committed to creating a diverse environment and is proud to be an equal opportunity employer. We recruit, employ, train, compensate, and promote employees regardless of race, religion, color, national origin, gender, disability, age, veteran status, and other protected status. We have a clear vision to provide a workplace where a diverse group of talented individuals come to do their best work. We offer a comprehensive set of benefits to support the health and financial well-being of all employees, including paid time off, flexible work schedules where allowable, 401(k), medical, dental, and vision insurance, and more.


JOB TITLE: Manager of Quality and Compliance

REPORTS TO: Senior Director of Program Excellence

SUMMARY: Integral member of the Program Excellence team who is responsible for using data to assess, measure and evaluate top quality performance of programs and services at Crossnore . Provides support to the senior director in the implementation of PQI initiatives.

STATUS: Full Time, Exempt

PAY SCALE: $48,000 – $60,000 annually


Meets requirements for a Qualified Professional which are:
Master’s degree in a human services or related field from an accredited college or university and a minimum of one year supervised clinical experience working with children and families; or
Bachelor’s degree in a human services field and two years’ experience with the current population; or
Bachelor’s degree in a non-human services field and four years’ experience with the current population
Minimum of two years supervisory experience required
Experience reporting out data and outcomes to a variety of audiences using a variety of techniques.
Experience with Medicaid-funded and DSS-funded service lines
Clinical licensure and/or Data analytics certification a plus
An equivalent combination of education and experience may be considered.
Must have knowledge of credentialing, accreditation, licensing processes, and compliance.
Strong supervisory skills. Must have the ability to hold self and others accountable, give feedback related to areas in which staff perform well and areas needing improvement.
Demonstrated proficiency in the use of a variety of computer software programs (Microsoft and Google products required).
Excellent interpersonal, communication and organizational skills; including superior customer service skills and attention to detail.
Ability to quickly establish and maintain effective working relationships with direct reports, coworkers, clients, and community collaborators.
Demonstrated passion for serving youth and families, and the youth-serving workforce.
Excellent time management skills, with ability to perform multiple tasks simultaneously and efficiently, and flexibility to adapt quickly to changes.
Demonstrated ability to exercise discretion and independent judgment.
Demonstrated ability to operate well in crisis situations and knowledge of cultural issues that can affect care.
Ability to work on diverse teams and must be flexible and willing to work with youth of all ages, races, nationalities, sexual orientations, gender identities, disabilities, and backgrounds.
Ability to laugh, be creative and have willingness to make and learn from mistakes.
Displays enthusiasm and confidence in taking on tasks and challenges.
Valid Driver’s License, and must be willing to travel to various job related locations.
Cultivate a nurturing environment through the use of the Sanctuary Model that supports client and staff development on every level spiritually, socially, educationally, and emotionally.
Be aware of and willing to work with children and families of all ages, races, nationalities, sexual orientations, gender identities, disabilities, and backgrounds and to foster diversity and inclusion in the workplace and designated program area.
Use the Sanctuary Model and its toolkit to continue to provide guidance towards the responsiveness and respect of diversity, multiculturalism, and inclusion across all programs and settings.
Be committed to using Sanctuary principles when interacting and communicating with others, in team building, giving and receiving feedback, showing initiative, working independently, and in using good judgment, problem solving and decision making.
Embrace technology by being willing and able to check and respond to emails/messages, prepare documentation and attend meetings via video conferencing.
Promote a safe, secure environment in all areas of responsibility.
Comply with all standards of accreditation and licensing agencies and adhere to all organizational policies, procedures and program guidelines.
Use Crossnore Communities for Children resources efficiently and conservatively, including time, facilities, vehicles, equipment, supplies and funds.
Assume responsibility for personal and professional development through appropriate use of regular supervision (individual or group), participating in meetings, maintaining continuing education requirements, licensure and certifications and attendance at classes, workshops, etc. to improve professional skills.
Maintain professional conduct and image to actively promote the mission, value and purpose of Crossnore Communities for Children.
Ensure the provision of quality services through participation in Crossnore Communities for Children Performance Quality Improvement (PQI).
Partner with the Senior Director to prepare, synthesize, and analyze program data and create dashboards to monitor quality assurance for all programs. Effectively communicate findings to various audiences (board, leadership, staff, etc.) in a variety of formats (written reports, graphs, spreadsheets, oral reports, etc.), including providing data/findings related to KPIs to Leadership staff to assist with practice improvement and outcomes tracking.
Manage Quality Assurance process for all programs and partner with Program Leadership to create plans for improving areas identified as needing improvement (including but not limited to managing and directing the Case Record Review Process, participation in cross-departmental teams to monitor compliance, and other meetings as needed).
Manage and champion the release of quality assurance recommendations for new practices ensuring effective roll outs of new practices and processes.
Make recommendations to Senior Director and Agency leadership for process and quality improvement opportunities.
Manage Program Documentation to ensure compliance with oversight body standards and best practice standards (including but not limited to editing, revising, and creating program documents forms, client handbooks, etc.) as necessary and as directed.
Provide training recommendations to the learning and development team and leadership based on QA findings.
Assist with the provision of training of staff to ensure continued quality assurance and updates to practice based on new regulations or changes in policy and/or procedures.
Chair the Client Rights Committee and coordinate related reporting (incident report review, reviews of searches, reviews of alleged client right violations, review of physical management incidents, etc.).
Provide clinical staffing and back up, as needed, to Program Excellence Coordinator in processing incident reports.
Engage in research to support quality assurance for programs and new initiatives; remaining up to date on best practices as they relate to all Crossnore’s programs.
Supervise Quality and Compliance staff and interns.
Maintain consistent staffing coverage for positions within the department (e.g., vacation, personal leave, training, emergencies), providing coverage and supporting staff as needed.
In conjunction with the supervisor, may interview and recommend candidates for hire as vacancies occur. Will collaborate with the supervisor when needing to initiate performance improvement/coaching of supervisees.
Appropriately document all supervisory meetings, including minutes, performance improvement, disciplinary action, performance appraisals, etc.
Provide professional supervision through regularly scheduled team and individual meetings.
Ensure personnel file compliance by submitting all personnel file documentation to Human Resources in a timely manner.
Demonstrate the ability to handle confidential information in accordance with agency regulations.
Demonstrate the ability to communicate well and relate in a respectful manner with clients, coworkers, and community professionals during the course of duties.
Works closely and cooperatively with all clients, outside professionals and with other agency staff.
Displays enthusiasm and confidence in taking on tasks and challenges.
Communicate to staff and the community at large agency philosophy, policies and rules.
Communicates with and provides feedback to the supervisor, addressing any areas of concern or potential problems. Works in collaboration with other programs and services both on and off campus to assure that the mission and vision of CCC is met.
Other duties as assigned by the Senior Director of Program Excellence.
Weekdays 8:30-5:00; to vary depending on program needs; some travel required, remote work flexible, Availability to travel to campuses and throughout regions occasionally for necessary meetings, ability to travel locally and regionally for stakeholder meetings.

Position may require lifting to 20 pounds at a time with frequent lifting or carrying of objects weighing up to 10 pounds. Frequent walking, standing, and sitting. Frequent reaching and/or grasping using hands and/or arms. May be required to ascend/descend stairs. Frequent use of hands requiring dexterity in using the telephone, computer keyboard, or other objects. Visual ability including distance, peripheral and depth perception. Ability to drive. Regularly required to talk and hear.

The above list is not all-inclusive. Other responsibilities may become necessary in the course of working routines and therefore be required.