Performance Quality Improvement Specialist (PQI)

Position Summary

The Crisis Center of Tampa Bay brings help, hope and healing to people facing serious life challenges or trauma resulting from sexual assault or abuse, domestic violence, financial distress, substance abuse, medical emergency, suicidal thoughts, emotional or situational problems.

In conjunction with the Senior Management Team (SMT), and Senior Directors, this position is responsible for working with the organization’s leadership to maintain the integrity of the Performance Quality Improvement (PQI), Quality Assurance (QA), and contract measures in accordance with all federal and state laws, administrative code, operating procedures, other regulatory, and accreditation standards

This position supports the mission of the Crisis Center by implementing progressive organizational development strategies that support the organization’s ability to be a high performing organization for the community it serves while maintaining the integrity of the organization’s Performance Quality Improvement (PQI), Quality Assurance (QA), compliance and contract measures. The PQI Coordinator provides agency-wide technical support to the staff performing quality assurance, compliance, and training duties.

The PQI Coordinator conducts ongoing program monitoring of subcontractors providing services within the DCF and VISN 8 contracts. The position answers to the Director of Organizational Development and in their absence, the VP of Talent Management.

Strategic/TransformationalDuties and Responsibilities

• The PQI Coordinator ensures operations are in accordance with all federal and state laws, administrative code, operating procedures, other regulations, and accreditation standards.
• Serves as the primary liaison with contracted agency funders in the areas of PQI and QA to produce optimal outcomes consistent with Crisis Center contracts, all applicable laws, rules, and regulations, and department, and organizational strategic goals.
• Ensures that the PQI/QA and Training Departments have annual needs assessments conducted to gather data to incorporate into annual departmental plans in support of the Crisis Center strategic plan.
• Provides proactive insight and recommendations as it relates to QA/QI activities, certification and accreditation standards, and compliance, in the various service areas and departments.

Transactional/AdministrativeDuties and Responsibilities

• Assist in the development and ongoing review and revision of the PQI Plans for the organization and its respective operations in accordance with the annual strategic plan and mission critical activities.

• Assist all levels of leadership in the compilation and analysis of outcome data and reporting at various levels as it relates to Quality Improvement and accreditation standards including but not limited to: weekly performance metrics, training accomplishments, contracted outcomes, accreditation standards, satisfaction surveys, incident reports, consumer complaints/tracking.
• Be the agency’s point of contact and a subject matter expert regarding all client services contracts, contract measures, compliance, and accreditation.
• Work closely with the Finance Department to monitor client services grants and contracts
• Proactively partner with each department and operation to support and monitor client services contractual standards and progress while providing feedback for all PQI efforts and contractual monitoring.
• Be accountable to timely reporting of outcomes and engage in problem-solving strategies with departments and operations when the service area is not meeting contractual targets
• Lead the agency-wide Incident Review Committee which includes all client related issues, complaints and assignments based on stakeholder issues or grievances
• Lead the agency-wide Performance Quality Improvement Committee which includes all agency wide outcome reports, and improvement planning efforts
• In the absence of the Organizational Development Director, facilitate an organization-wide Risk Prevention Management Committee which includes all client-related issues, complaints, and assignments based on stakeholder issues or grievances.
• Employ action research principles to identify program needs and facilitate change activities.
• Maintain expertise in PQI/QA management models as recommended by the Council on Accreditation (COA) and other certification and accrediting bodies.
• Ensure organizational procedures are updated and maintained in accordance with COA standards.
• Assist in accreditation maintenance and reaccreditation efforts across the whole organization
• Collaborate with other QA and Training staff to establish and monitor appropriate workload standards, service goals, and priorities for the organization and operations.
• Develop, implement, and manage program specific projects as directed by the Director of Organizational Development, Senior Management Team, and Senior Directors.
• Generate monthly performance reports for program and department leadership.
• Participate in budget development, as needed
• Perform such other duties as may be assigned by the supervisor.

Required Competencies

• Cooperation/Teamwork - Works toward win/win solutions. Deals with conflict collaboratively. Discusses root causes underlying the problem. Develops effective working relationships.
• Engaging Communication - Relates to people in an open, honest, sincere manner. Treats people with respect. Is friendly and approachable. Listens attentively to others. Communicates ideas clearly. Communicates appropriately with leadership and coworkers.
• Customer Service (Internal & External) - Recognizes and attends to vital details with accuracy and efficiency. Treats customers courteously. Responds to customer requests in a timely manner. Elicits feedback from customers to monitor their satisfaction. Considers both short and long-term interests of the customer in making service decisions. Proactively identifies customer needs. Takes responsibility to resolve customer complaints. Takes business or personal risks to serve customers’ long-term interests. Creates strategies to help the organization serve customers more effectively
• Adaptability - Adapts readily to changes. Works effectively under stress. Needs minimal supervision. Comfortable working in a fast-paced environment. Is dependable, dependable and results oriented. Maintains productivity and composure under pressure. Effectively prioritizes work and establishes clear goals and plans.
• Problem Solving - Views problems as opportunities to create innovative solutions. Anticipates potential problems and analyzes alternative solutions.
• Judgment - Gathers sufficient input before making decisions. Sees interrelatedness between issues. Considers alternative solutions. Makes appropriate and timely decisions.
• Valuing & Fostering Diversity - Demonstrating respect for individual differences and establishing a climate where all people can be comfortable and productive through sensitivity, empathy, and acceptance of cultural, racial, mental health, and socio-economic diversity.
• Self-Management - Taking of responsibility for one’s behavior and well-being; Working effectively under stress and adapting one’s style to changing situations; Comfortable working in a fast-paced environment and needs minimal supervision; Exhibiting a professional demeanor.

Education and Experience

• Bachelor’s degree in social science or related fields; and two years of comprehensive reporting experience

• Above average computer skills: including experience working in Microsoft Office environments is required
• Experience in working with databases and client information system
• Complete all pre-service training requirements including Crisis Center Core Training within the first sixty days of employment
• Complete ongoing training requirements, as required

Knowledge, Skills, and Abilities

• Know and comply with the policies and procedures of the Agency

• Demonstrate the ability to understand state/national accreditation and certification standards of AIRS, AAS, CAAS, CONTACT USA, FCASV & COA.
• Knowledge of the method of data collection and report writing
• Knowledge of Windows based computer operating system and basic software programs
• Knowledge of adult learning with the ability to present and train effectively
• Knowledge of database utilization and client information systems
• Ability to demonstrate commitment to customer service
• Ability to communicate effectively with others, verbally and in writing
• Ability to work well under time constraints and deadlines
• Ability to create fact-based reports and present findings orally and in writing
• Ability to write business correspondence and procedure manuals/style guides
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
• Ability to problem solve and make decisions
• Ability to determine work priorities and ensure proper completion of work assignments
• Ability to establish and maintain effective working relationships with others
• Ability to work independently

Physical Demands/Working Conditions

Physical Requirement: Requires good hand-eye coordination, arm, and hand and finger dexterity, including ability to visual acuity to use a keyboard. Employee must be able to sit for extended periods of time in an office environment. This position performs duties of more than average difficulty requiring reasonable initiative and independent judgment under general supervision.

Working Conditions: Duties are performed primarily in an office setting. The noise level is moderate. There are opportunities for remote work.

Travel: Minimal; local travel may be necessary for assigned outreach events, training, or special reviews.

Hours: Monday – Friday 8:00am – 5:00pm; however, hours will be flexible due to external meetings, interactions with 24/7 staff, events, or trainings. The Crisis Center of Tampa Bay operates as a 24/7/365 service. Employees could be required to work holidays, evenings, and/or weekends;and during hurricanes and other times of disasters/critical incidents.