Quality Assurance Manager

Job Description

Lao Family Community Development, Inc. (LFCD) is a community development non-profit agency established in the City of Richmond in Contra Costa County in 1980. Today, Lao Family has expanded its operations and service footprint to two additional counties including Alameda and Sacramento. LFCD’s headquarters office is in Oakland, CA. It delivers programs and services from 7 locations in 35 languages. The agency provides community development real estate facilities and a diverse workforce, education, and human services that directly support predominantly low-income US-born high-barrier families and individuals, refugees, immigrants, transitional-age youth, seniors, and other special populations such as individuals with disabilities.

Job Summary: Under the direction of the CEO and/or Director of Programs, the Quality Assurance Manager is responsible for auditing and regulatory compliance oversight matters in fulfilling and maintaining Lao Family’s CARF (Commission on Accreditation of Rehabilitation Facilities) accreditation; providing high-level analytical support for strategic initiatives for the operations and implementations of departmental committees; establishing and executing quality plans, policies and system elements related to CARF and LFCD strategic plan; developing and implementing a comprehensive quality assurance program in the context of both staff development and program participant engagement; helping scale and implement training programs and be responsible for the oversight and organization of training programs; research and create content and tools to streamline protocol driven activities, build a curriculum that ensures the highest quality of services through education, hands-on training, and information sharing through various mediums.

Roles and Responsibilities:

• Establish and execute quality plans, policies, and system elements related to CARF activities and compliance and LFCD's mission and values.
• Oversees staff in the execution of assignments; trains and mentors staff to improve the quality and quantity of work.
• Coordinate regular and ongoing audits for all CARF-related activities to ensure compliance with the work plan, internal policies, and/or standard operating procedures.
• Develop and implement a comprehensive training curriculum that supports the growth and development of staff through education and hands-on training.
• Develop and implement a comprehensive quality assurance program in the context of both staff development and program participant engagement including the development and integration of a feedback loop through surveys, assessments, and evaluations.
• Monitor, evaluate, and assess potential threats that could impede the organization's operations - programmatically, administratively, and operationally; develop and maintain a risk management plan with defined implementation procedures and outcomes.
• Facilitate, monitor, and lead five (5) departmental committees to achieve LFCD goals and objectives.
• Lead quality-related performance monitoring, reporting, and improvement efforts across all facets of the organization; respond to identified areas of deficiencies and provide written analysis on recommendations.
• In coordination and collaboration with the Management and/or Executive team, design improvement projects with the goal of improving select key metrics such as employee growth and development, relationship building with key stakeholders; donors; community members; program participants, etc., and LFCD’s strategic plan.
• Provide administrative and operations support to the management team, CEO, and Director of Programs.
• Work with the Operations Team and consultants to complete and maintain administrative, operational, and special project-related tasks.
• Review, update, and implement program participant handbooks, the standard operating procedures, and various training materials; ensure staff and participant compliance and participation.
• Other duties and responsibilities as required.
  
  

Requirements and Qualifications:

• Bachelor's Degree in business management, community development, psychology, social work, or other related fields is required.
• At least two years of related experience in analytical or quality improvement, administration, general operations, and/or human resources, preferably in the nonprofit sector; and at least one year of supervisory experience, preferred.
• Strong project management and detail-oriented skills to develop, implement, and follow a work plan, assess and address risks, and needs, stay on task to complete work due, and produce outcomes.
• Strive to make quality assurance and improvement metrics, goals, and strategies familiar, meaningful, and actionable across the organization and to promote a data-driven improvement culture by engaging staff in quality assurance and improvement work.
• Ability to effectively manage multiple priorities, prioritize projects and meet the demands of a fast-paced and dynamic work environment. Adaptable to quickly changing priorities.
• Proficient computer skills in Microsoft Office Word, Excel, PowerPoint, database management, and Internet Explorer.
• Must have excellent leadership skills, with steadfast resolve and personal integrity.
• Able to travel to different office locations on a need basis and have a flexible schedule for events on some evenings and weekends.
• Valid California Driver's License, clean DMV record, and proof of current auto insurance and registration; must pass a background check. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
• The physical demands described here are representative of those that must be met to perform the essential functions of this job successfully. While performing the duties of this job, the employee is regularly required to sit/stand and work on a computer, use hands to handle or feel, talk or hear, and move objects up to 25 pounds.
  
  

Compensation: Salary is based on experience and education. The company offers a comprehensive benefits package that includes a health plan/vision, dental, paid vacations, holidays, sick leave, and employer-contributed pension/group life insurance.

To Apply: Please submit your cover letter and resume. This position is open until filled and may be closed at any time.

Lao Family Community Development Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age (over 40), disability status, protected veteran status, or any other characteristic protected by law. LFCD is compliant with the Fair Chance to Compete for Jobs Act of 2019 and the Americans with Disabilities Act of 1990 (ADA).