Program Quality Assurance Specialist

Posted: 10/10/2021

COMPANY: Established in 1958, Goodwill Central Texas is a non-profit organization that has transformed thousands of lives through the power of work. We are the leader in workforce development, one of the largest employers in our region, and a cornerstone of the community. Our mission is funded through our donation-driven retail stores, comprehensive business and staffing solutions, and generous community support. Our vision is to empower every Central Texan to transform their lives through work and education. Join the team whose work empowers people to transform their lives! COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION: Goodwill Central Texas is committed to fostering, cultivating and preserving a culture of diversity and inclusion in which all employees are valued for their skills, experience and unique perspective. This commitment is embodied in our company policies and in the way we do business. Working together as a diverse and inclusive organization is essential to our success. We embrace and encourage our employees’ differences in age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. POSITION SUMMARY: The Program Quality Assurance Specialist audits Workforce Advancement activities, documents and procedures to ensure compliance with grant specifications as well as to identify opportunities to elevate practices to further impact positive client outcomes. This position will also conduct interviews with clients, make recommendations, and discuss with leadership opportunities to improve the client service experience. RESPONSIBILITIES: Responsible for running services reports from various client tracking systems (i.e ECM, GoodTrak, TWIST); Analyze collected data to determine trends, variances, and recommendations to ensure grant policy and procedures are being met. Follow evaluation procedures for work processes and provide technical assistance to WFA staff and supervisors on grant requirements.  Provide guidance and training to staff regarding case management, data entry into ECM and other grant specific tracking systems, grant eligibility and exit guidelines, and other administrative tasks Monitor and analyze the collection of data on clients served, review of client records, client satisfaction surveys, and grievances/ critical incidents to ensure services are most impactful and in compliance with program policy and procedures. Conduct client interviews to validate all entered data. When warranted, offer recommendations to staff for process and service improvements. Advise and train WFA staff regarding grant documentation and service delivery outcomes. Review performance data collected such as enrollment documentation, services, and data entry to determine areas where an in-depth analysis is warranted. Submit any deficiencies to supervisors for corrections, if needed. Responsible for implementing review of critical program elements, services, and files based on set monitor schedule. Develop/update policies and procedures that inform staff of new directives from funders. Responsible for assisting WFA supervisors in coordinating training for new WFA staff on program requirements. Provide quarterly trainings to address the needs of the WFA staff including common trends in response to client file reviews. Meets mandatory yearly training hour’s requirement for this position. Attend staff and other organization meetings as required by Workforce Advancement. Demonstrates ethics and complies with Corporate Compliance Program. QUALIFICATIONS: BA or BS degree in related field. A minimum of one year of experience in quality assurance and program auditing. Must possess understanding of marginalization and how it impacts those Goodwill serves and employs. Exhibit respect for diversity of thought and have experience to advance it in teams/organization. Must demonstrate a maturity of practice using the 7 pillars and principals of servant leadership. Proficient in Microsoft Office Suite. Experience generating outcome reports from various data tracking systems. Excellent critical thinking, knowledge of community resources, and an ability to work cross functionally with internal departments and other organizations and agencies. Ability to read, analyze and interpret documents such as contracts, technical procedures, operating and procedure manuals. Excellent oral and written communications with an ability to write reports and business correspondence. Must be able to effectively present information, in person and via telephone, in one-on-one and group situations and respond to questions from persons served, customers, and the general public using tact, courtesy and cooperativeness. Valid Driver’s License, liability insurance, vehicle in good working condition, clean driving record. BENEFITS: Health insurance – Coverage as low as $12.00 per paycheck Company paid life insurance 403b match COMPENSATION: $19-$20/hour; Commensurate with experience. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status. Post offer background check is required to ensure applicant meets all eligibility requirements for the assigned customer/location.   We maintain a drug-free workplace and certain positions perform pre-employment substance abuse testing.  Alternative work locations may be offered as appropriate.