Manager of Performance Evaluation

Special Service for Groups; Los Angeles (CA); On-site; USD 75,000 - 85,000; Full time

Job summary

Special Service for Groups, Inc. seeks a Manager of Performance Evaluation to lead QA and program performance for HOPICS. You will oversee QA staff, ensure alignment with LAHSA and DHS funder requirements, and drive corrective action processes with program managers.

Responsibilities include maintaining audit readiness, supporting QA training, and representing performance work with funders during monitoring visits. Exempt position based in Los Angeles.

Responsibilities

• Lead QA oversight and supervision of QA Coordinator and QA Specialists.
• Ensure program files meet funder requirements (LAHSA, DHS) and organizational policies.
• Maintain audit-readiness across all assigned HOPICS programs.
• Coordinate annual performance reviews for QA staff and support recruitment with HR.

Job description

SPECIAL SERVICE FOR GROUPS, INC.

Job Description

Title: Manager of Performance Evaluation. Division: HOPICS

Supervisor: Senior Manager, Data & Performance Evaluation

FLSA: Exempt

Pay Scale: $3,125.00 - $3,541.66 Semi-Monthly

Revised Date: 07/27/2026

Summary

Under the supervision of the Senior Manager of Data & Performance Evaluation, the Manager, Performance Evaluation leads the quality assurance and program performance function at HOPICS. The Manager oversees the QA Coordinator and QA Specialist team in reviewing and auditing assigned programs' documentation and database practices to ensure alignment with LAHSA, DHS, other funder requirements, and organizational policies. The Manager is accountable for program audit readiness, the quality and consistency of the QA function, and partnership with Program Managers on corrective action plans when deficiencies are identified. The Manager co-leads the weekly Data-QA Sync with the Data Manager and represents HOPICS performance work with funders before, during, and after monitoring visits.

Essential Functions

While the specific duties of this role may evolve over time, at minimum, the following are expected:

Quality Assurance Team Oversight

• Directly supervise the QA Coordinator; hold weekly one-on-one meetings and manage performance.
• Oversee the QA Specialist team indirectly through the QA Coordinator and step in directly when escalation requires it.
• Oversee the QA Coordinator's and QA Specialists' performance of continuous quality improvement procedures with their assigned HOPICS programs.
• Ensure that program files are accurate and meet funder requirements in both hard-copy and electronic systems, including HMIS Clarity and DHS CHAMP.
• Monitor selected program practices for compliance with funder, legal, and organizational requirements.
• Ensure identified deficiencies are corrected in support of continuous incremental improvement.
• Strive to have all assigned programs audit-ready at all times.
• Conduct annual performance reviews for the QA Coordinator and partner with the Coordinator on performance reviews for the QA Specialist team.
• Support recruitment, hiring, and onboarding of new QA staff in collaboration with Human Resources and the Senior Manager.

Contract Knowledge and Funder Currency

• Maintain deep, current knowledge of all assigned program contracts and requirements, including LAHSA and DHS contracts.
• Remain current on assigned program funder requirements by attending workshops, meetings, and funder-sponsored conferences.
• Stay current with HMIS Clarity workflows, DHS CHAMP data requirements, and LAHSA pKPI definitions.
• Ensure the QA Team incorporates mandatory funder and grant requirements into internal audits so programs remain audit-ready.
• Update the QA Team on funder-required changes to contract terms, reporting cycles, or compliance expectations.

Audit Program and Special Audits

• Own the QA review schedule across all assigned HOPICS programs.
• Lead the QA Team in special audits of programs with corrective action plans or as otherwise identified by the Senior Manager.
• Review all internal program audit reports prepared by the QA Coordinator and QA Specialists before issuance to Program Managers.
• Standardize audit protocols, rubrics, and checklists across programs and Specialists.
• Remain current on denied billing, corrective action plans, and other identified issues so they can be incorporated into subsequent audits.
• Provide additional support and training to programs to ensure required corrections are completed.

Funder Audit Support and External Representation

• Support programs before LAHSA, DHS, and other funder audits to ensure all requirements are in place.
• Review funder audit results and ensure findings are translated into corrective action plans.
• Lead audit-readiness preparation for LAHSA, DHS, and other external monitoring visits.
• Conduct program visits as needed in support of audit efforts.
• Communicate with LAHSA, DHS, and other funders before, during, and after audits.
• Represent HOPICS performance work to funders, subcontracted partners, and other external stakeholders.

Corrective Action Plans and Program Partnership

• Oversee development of corrective action plans (CAPs) by the QA Coordinator and QA Specialists in partnership with Program Managers.
• Review and approve all CAPs before issuance.
• Track, resolve, and document continuous quality improvement issues across the program portfolio.
• Meet with Program Directors and Program Managers when CAP escalation is required.
• Serve as the escalation point when a Program Manager is not engaging with a Specialist's action plan or when an action plan is repeatedly missed.
• Identify cross-program trends and patterns and incorporate them into QA program design.

Cross-Lane Coordination

• Co-lead the weekly Data-QA Sync meeting with the Data Manager.
• Partner with the Data Manager to ensure audit findings translate into action plans the Data Team can carry into program partnership conversations.
• Partner with the Data Coordinator on QA-related training materials, audit-readiness guides, and findings communications.
• Attend monthly Issues & Action Plans Review meetings with the Senior Manager.
• Serve as a subject matter expert on HOPICS program performance, contract compliance, and funder expectations.

Special Projects and CCPD Support

• Lead special projects supporting CCPD priorities, department tasks, training, tool development, and communication with Program Managers.
• Support agency-wide continuous quality improvement (CQI) initiatives as directed by the Senior Manager.
• Contribute to the development