State Quality Assurance Coordinator

  • ORGANIZATION
    Michigan 2-1-1
  • LOCATION
    Lansing, MI
  • SALARY
    $50,000 - $62,000
summary
The Quality Assurance Specialist is responsible for tasks that maintain the integrity, consistency, and accuracy of Michigan 2-1-1 (MI211) system service delivery including resource database maintenance and customer contact management through implementation of Quality Indicator Reports and Tools that assist MI211 center staff with the verification of established Quality Assurance practices and the means to correct any identified deficiencies. 


Position Responsibilities
• Oversees the development, maintenance and application of the MI211 resource database, resource engagement and contact management Quality Assurance Metrics to ensure consistent and standard practices are met. 
• Develops Quality Indicator reports that emphasize compliance with MI211 resource database and contact management standard operating procedures.
• Oversees independent and peer review processes to provide peer and objective third-party evaluation of resource database integrity and adherence to Alliance of Information and Referral Systems (AIRS) and MI211 standards.
• Supports AIRS accreditation by reviewing and ensuring all MI211 resource database and contact management procedures align with AIRS standards.
• Furnishes guidance for addressing deficiencies and achieving performance improvements.
• Collaborates with State Training Coordinator in the development of Quality Assurance trainings and individualized center support plans.
• Seeks input from the Resource Managers Workgroup and Contact Management Workgroup on procedure implementation and protocol changes while documenting approved changes.
• May assist with other aspects of MI211 quality performance such as call process, agent performance, and the development of a fidelity model to ensure greater consistency of service delivery across the MI211 centers. 
• Other duties as directed by Executive Director.

Qualifications
• The position requires knowledge normally acquired through a Bachelor’s degree in human services, information technology, information systems, or a related field.
• Three (3) to five (5) years of quality assurance experience (preferably) in a human services or information systems work-related environment or an equivalent combination of education and experience.  
• The Alliance of Information and Referral (AIRS) CRS certification preferred, CIRS certification a plus.


Knowledge/Skills/Abilities Required
• Knowledge of service delivery systems and government agency and non-profit organizational structures.
• A continuous learning mindset with a commitment to quality. 
• Demonstrated ability to implement quality assurance standards.
• Excellent mentoring, coaching, and analytical skills.
• Strong written and verbal communication skills. 
• Ability to organize integrated systems and processes; ability to analyze and solve complex problems.


Hiring Solutions LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Hiring Solutions LLC complies with applicable state and local laws governing nondiscrimination in employment.