Quality Assurance Specialist (Human Services)

The Arc of Opportunity in North Central Massachusetts; Fitchburg (MA); On-site; USD 65,000 - 85,000; Full time

Job summary

The Arc of Opportunity in North Central Massachusetts seeks a Quality & Safeguards Coordinator to promote health, safety, rights, and high-quality services for individuals supported by the agency. This role serves as the Human Rights Coordinator and oversees safeguards, DPPC reporting, complaints, investigations, and safety planning.

You will analyze trends, prepare reports, conduct investigations, and collaborate with leadership to implement improvements while ensuring confidentiality and

Qualifications

• Bachelor's degree preferred.
• In lieu of a degree, 3–5 years of quality assurance or safeguarding experience.
• Human Rights Officer certification preferred.
• Knowledge of regulatory mandates and quality standards from oversight agencies.
• Demonstrated managed care experience in social services or medical settings.
• Strong statistical analysis skills.
• Excellent communication and organizational abilities.
• Ability to travel to off-site locations.
• Maintain HIPAA-compliant, confidential records.

Responsibilities

• Serve as Human Rights Coordinator and liaison for individual rights; facilitate Human Rights Committee meetings.
• Oversee the intake, tracking, reporting, and follow-up of DPPC reports, incidents, and other safeguards-related matters.
• Coordinate fact-finding reviews and investigations; prepare findings and recommendations.
• Monitor and track internal and external complaints; ensure timely corrective actions and documented outcomes.
• Develop, review, implement, and maintain safety plans; monitor effectiveness and mitigations.
• Conduct annual and periodic satisfaction surveys; analyze results and develop improvement recommendations.
• Collect, analyze, and report safeguards data for leadership, committees, and regulatory entities.
• Identify risk trends; collaborate on corrective actions and quality initiatives.
• Provide guidance on applicable regulations, policies, and best practices to programs.
• Maintain accurate, confidential records per policies and HIPAA.

Skills

Strong analytical skills

Excellent communication

Independent worker

Travel ability

Education

Bachelor's degree preferred

Human Rights Officer certification preferred

Job description

Position Summary

The Quality & Safeguards Coordinator promotes and supports the health, safety, rights, and overall quality of services provided to individuals supported by The Arc of Opportunity. This position serves as the agency's Human Rights Coordinator and oversees key safeguards functions, including Human Rights Committee activities, DPPC reporting and follow-up, complaint management, investigations, safety planning, and stakeholder satisfaction initiatives. Working collaboratively with agency leadership, program teams, and quality staff, the Quality & Safeguards Coordinator monitors trends, identifies opportunities for improvement, and supports the implementation of practices that protect individual rights, enhance safety, and strengthen service quality. The position conducts analysis, prepares reports, and facilitates quality improvement efforts related to safeguards, risk mitigation, and stakeholder feedback.

Responsibilities

• Serves as the agency's Human Rights Coordinator and primary liaison for matters related to individual rights. Coordinates and facilitates Human Rights Committee meetings, maintains required documentation, and ensures appropriate follow-up on recommendations and concerns.
• Oversees the intake, tracking, reporting, and follow-up of DPPC reports, reportable incidents, and other safeguards-related matters. Ensures timely submission of required documentation and supports programs in meeting reporting requirements.
• Coordinates and conducts fact-finding reviews and investigations related to allegations, complaints, rights restrictions, safety concerns, and other matters impacting individuals receiving services. Prepares findings, recommendations, and required reports.
• Monitors and tracks internal and external complaints involving individuals receiving services. Ensures concerns are addressed promptly, corrective actions are implemented, and outcomes are documented and communicated appropriately.
• Coordinates the development, review, implementation, and maintenance of individual and program safety plans. Monitors effectiveness of safety strategies and supports programs in mitigating identified risks.
• Conducts annual and periodic satisfaction surveys for individuals, families, guardians, employees, and other stakeholders. Analyzes results, identifies trends, and develops recommendations to improve service quality and stakeholder experience.
• Collects, analyzes, and reports data related to safeguards activities, including Human Rights matters, complaints, investigations, incidents, safety plans, and satisfaction outcomes. Prepares reports and presentations for agency leadership, committees, and regulatory entities as required.
• Identifies trends and areas of risk affecting individuals receiving services and collaborates with programs to develop and monitor corrective actions and quality improvement initiatives.
• Supports compliance with regulatory requirements related to individual rights, incident management, safeguards, risk mitigation, and protective services. Provides technical assistance and guidance to programs regarding applicable regulations, policies, and best practices.
• Maintains accurate, thorough, and confidential records in accordance with agency policies, HIPAA requirements, and applicable state and federal regulations.
• Demonstrates professionalism, sound judgment, and a commitment to protecting the dignity, rights, health, and safety of individuals supported by the agency.
• Advances The Arc's mission and values through respectful, person-centered practices that promote inclusion, self-determination, and quality of life.
• Assumes additional responsibilities as assigned.

Qualifications

• A valid driver’s license and acceptable CORI and driving record are always required during employment with The Arc of Opportunity.
• Bachelor's degree preferred.
• In lieu of a degree, at least three to five years of experience implementing quality assurance initiatives.
• Human Rights Officer certification preferred.
• Knowledge of regulatory mandates and quality standards issued by oversight agencies.
• Demonstrated managed care experience in a social service or medical environment.
• Demonstrated strong statistical analysis skills.
• Ability to communicate effectively with individuals at all levels of the organization.
• Ability to navigate databases, interpret results and formulate recommendations and reports.
• Excellent communication, interpersonal, and organizational skills.
• Ability to work independently and travel to off-site locations.
• Maintain certifications in CPR & FA, MAP, and CPI

The Arc is an equal opportunity employer and does not discriminate in its selection and employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, political affiliation, sexual orientation, gender identity, marital status, disability, protected veteran status, genetic information, age, or other legally protected characteristics.

When an applicant with a disability needs an accommodation to have an equal opportunity to apply and/or interview for a job, they may request it orally or in writing through the VP of Human Resources.

Monday-Friday 8am-4pm

40 hr/week