Title: Resident Services Quality Assurance Director - Florida Division
FLSA Classification: Salary, Exempt
Supervisor: Regional Vice President
Job Purpose: The Quality Assurance Director is responsible for the oversight of all Service Coordinator Programs for an assigned group of HUD 202 properties. In addition, responsible for monitoring, overseeing, and as needed, directing the daily operations of their region’s service coordinator team.
Typical Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. While performing the duties of this job, the employee is regularly required to talk or hear. Speak in clear, understandable speaking voice. The employee is frequently required to stand; walk and sit. The employee is occasionally required to use hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl.
Typical Work Conditions: Work is performed in an office environment as well as in the field at multi- family properties. Employee frequently interacts directly with Vice President, Regional Property Managers, Community Managers, residents, HUD staff, Representatives from a variety of Advocacy groups/Service Coordinator groups and other staff members during the workday. Employee regularly must travel to properties.
Essential Job Functions:
- Responsible for providing guidance and consultation for all Service Coordinators under administration of the Florida Division of SPM, LLC. This is accomplished through at least one on-site visit to the property per year (two visits during the first year of employment), periodic monitoring of online documentation to assess program compliance and standards of practice, frequent telephone and e-mail consultation as needed and review of reports.
- Responsible for auditing Service Coordinator files both online and onsite at least yearly. Responsible for creating a report outlining findings and distributing these to managers, Regional Property Managers, and HUD.
- Builds and develops a team of highly motivated, skilled and productive service coordinator professionals to meet the needs of the residents, property, and staff.
- Mail out and tally Resident Satisfaction Surveys. Attend onsite Town Hall/Resident meetings as requested by Senior Management.
- Works together with Community Manager in the hiring process of a new Service Coordinator.
- Responsible for all initial and ongoing training of the Service Coordinators. Works with Quality Assurance Department in the Alabama Division to create and upkeep Service Coordinator Training Manual.
- Partners with both Senior Management and the Community Management team to evaluate employee.
- Monitors all Service Coordinator policies and recommends changes to improve overall functionality of business. Works closely with Quality Assurance Department in the Alabama Division to create, adjust, and/or recommend policies to make sure all of HUD requirements are being met.
- Communicates all Service Coordinator policies and procedures with Senior Management and the Community Management team.
- Communicate with Regional Vice President on monthly schedules and ongoing issues. This is done through a monthly report and in person.
- Assists in the preparation of the yearly trainings for other community staff. At times, the Quality Assurance Director is the presenter of a variety of topics, such as sensitivity training.
- Network with several Advocacy and/or Service Coordinator Groups. Stay up to date on nationwide/statewide resources and advocacy efforts. Share new resources with Service Coordinators.
- Assists in the mediation of conflicts between residents/onsite staff, and management/service coordinator.
- Write and manage Service Coordinator Grants through HUD and/or other resources.
- Create and manage Quality Assurance Budgets. Monitor monthly expenses/financials.
- Assist in the management of various Service Coordinator expenses.
- Supervise Quality Assurance Assistant Director.
- Performs other duties as assigned.
- Review Standards for Success Reports and ensure prompt submission to HUD each year.
- Prepare monthly report summarizing all QA Department activities and submit to Vice President each month.
- Planning/organizing - Ability to organize work, set priorities and make productive use of time.
- Adaptability - Ability to accept changes in the work environment, manages competing demands and is able to deal with frequent changes, delays or unexpected events.
- Integrity – Ability to maintain a high level of confidentiality.
- Communication and Contact – Ability to communicate effectively both verbally and in writing with superiors, colleagues, and individuals inside and outside the Company.
- Attendance and Dependability – Ability to consistently report to work on time at the scheduled time and is seldom absent from work. Employee can be depended upon to complete work in a timely, accurate, and thorough matter and is conscientious, about assignments.
- Relationships with Others– Ability to work effectively and relates well with others including superiors, colleagues, and individuals inside and outside the Company. The employee exhibits a professional manner in dealing with others and works, to maintain constructive working relationships.
- Travel- This position can expect to travel approximately 50% to 75% of the time based on locations of the properties.
- Technology- Must possess a strong knowledge of various software applications to include maintenance systems that are common in the Property Management arena. Proficient use of Outlook and Microsoft products is expected.
- Financial- Ability to maintain, create, and follow budgets and/or financials.
Bachelor in Social Work or a degree in Gerontology, Psychology or Counseling is preferable; a college degree in related field is acceptable.
Training in the aging process, elder services, family supportive services, disability services, eligibility for and procedures of Federal and State entitlement programs, legal liability issues relating to providing service coordination, drug and alcohol use and abuse and mental Health issues. (This training/degree requirement may be satisfied within one year of hiring.)
Extensive experience in the social services delivery with senior citizens or non-elderly disabled individuals. Preferably this experience should be in the capacity of service coordinator.
Leadership and Organizational Responsibilities:
Requires ongoing coordination, communication and/or team problem solving within functional areas of work production or service quality as well as direct supervision over a regional service coordinator program.
Please forward your resume and cover letter to the attention of Jane Ambrose at email@example.com.
Location/Region: Brandon, FL (33511)