JOB SUMMARY: 

The Training and Quality Specialist (TQS) is a subject matter expert (SME) as it relates to ISO Quality Management Systems and processes.  The TQS is a crucial resource to the Training and Quality Team and assists in ensuring the effectiveness of the Quality Management System.  The TQC displays a passion for supporting clients and employees through the execution of quality activities demonstrating a strong attention to detail with the intent to assess developmental needs to drive training initiatives for employees.   The TQS ensures that The Altruist Group’s clients and employees have an exceptional experience through quality training, assistance in quality improvement activities and ensuring compliance with all regulatory and compliance agencies. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Responsible for quality/risk-related data entry and assist in development of tracking tools.
• Collaborate with the Director of Training, Quality and Compliance (DTQC) in preparation of quarterly quality reports and recommendations and creative strategies for improvements and service enhancements.
• Support DTQC with preparation for internal and external audits.  Assist the organization in maintaining preparedness for external audits.
• Assist with preparation and maintenance of quality-related documentation and training of staff on QA related areas.
• Conduct monthly quality visits of residential sites to ensure operations compliance, training needs and document any nonconformities as Corrective Action Requests (CARs).
• Ensure a high level of internal and external customer service. Investigate (and correct) all issues and customer complaints identified through the Corrective Action Request (CAR) process. Utilizing internal and external audits as tools to assist with investigations.
• Review and track all agency CARs ensuring completion of follow-up items and closure.
• Participate in collaborative efforts with Quality and Operations by providing complete, accurate and timely data for quality metrics.
• Participate in risk management activities as assigned.
• Assist with monitoring timelines and updates for applicable regulatory requirements and advise appropriate staff as needed.
• Provide oversight and ensure all reportable incidents are submitted to BDDS, ensure reports are entered in IRIS and perform qualitative reports to determine trends and needed service improvements.
• Oversee maintenance and audit of client office files/charts to assure compliance with state regulatory guidelines and accreditation standards for community and residential services.
• Prepare and maintain proficiency on employee competency and testing requirements and support coordination with HR.
• Serve as a SME resource to HR. Operations Team and Fiscal.
• Assist in the development and maintenance of onboarding and training profiles using various learning strategies and methods for all current and newly created positions.
• Design, implement and maintain training programs with identified SMEs to serve as continuous improvement, learning and professional development for relevant positions and departments.
• Authors and organizes training systems, procedural manuals and supporting documentation for training programs and systems in accordance with QMS requirements.
• Monitors and ensures annual client specific training is completed as scheduled and determines staff’s continued eligibility to work with client.
• Facilitate assigned modules for New Hire Orientation.
• Monthly travel to support training and quality needs in southern Indiana and Northern Kentucky.
• Assist with direct service delivery and on-call situations in critical periods of staffing shortages.

COMMUNICATION, REPORTING AND QUALITY ASSURANCE RESPONSIBILITIES

• Seek quality improvements for the management of client information to appropriate team members.
• Maintain all appropriate information in a confidential and professional manner, and in accordance with regulatory guidelines.
• Ensure all communication takes place in a professional manner, reflecting dignity and respect for persons served.
• Actively participate in department and committee meetings, acting on all assigned items.
• Promote the health and safety of all persons served through adherence to all agency policies and procedures.
• Immediately alert Operations Team of any potentially critical issue or crisis situation.
• Prepare all necessary reports according to established timelines and in adherence to agency guidelines.
• Remain current on industry specific information, ensuring the implementation of Best Practice and legal compliance with community and residential functions.
• Provide direction, guidance, coaching and assistance to Operations Team as appropriate and/or requested.
• Develop and maintain professional relationship with all internal and external customers.
• Network with agency and other professionals to develop and enhance knowledge, skills and abilities.

BUSINESS ADMINISTRATION RESPONSIBILITIES

• Monitor appropriate services and funding to ensure accuracy.
• Understand and comprehend standards of 460 Indiana Administrative Code and ISO 9001:2015 requirements.
• Continually monitor the client database/files to ensure accurate and thorough records are maintained.

REQUIREMENTS

EDUCATION AND EXPERIENCE

• Bachelor’s degree in scientific, quality, or education field preferred. All other degrees considered based on experience.
• Experience in the field of intellectual disability services preferred.
• Experience with deployment and launch of Quality Management System (QMS) preferred; experience utilizing a QMS required.
• Experience interpreting compliance requirements and regulations preferred.
• Minimum of 2 years’ experience developing, analyzing, and conducting instructional training programs and/or a related field or equivalent work experience.
• Or any equivalent combination of education and experience determined to be acceptable.
• Prior supervisory experience preferred.

BUSINESS AND TECHNICAL SKILLS

• Working knowledge of MS Office to include Word, Excel, PowerPoint and other project management and flowchart software.
• Proficient computer skills with the ability to learn and effectively utilize identified computer software applications to accomplish tasks.
• Ability to read, comprehend, interpret, and apply information from general procedures, instructions, data and reports.
• Organizational skills and the ability to maintain accurate, detailed records.
• Experience with e-learning platforms and practices.

COMMUNICATION/INTERACTION SKILLS

• Excellent written, oral and presentation skills, both in a classroom setting and one-on-one.
• Ability to effectively work as a team member in different roles as necessary.
• Ability to train and develop others in the areas of ISO Quality Management Systems, risk management and processes.
• Ability to use strategic thinking to understand and implement changes in anticipation of events and circumstances.
• Ability to analyze a situation and determine appropriate course of action to improve performance or quality needs.

SELF MANAGEMENT SKILLS

• Ability to maintain regular attendance as scheduled, be punctual and maintain accurate record of hours worked.
• Ability to plan and organize work activities/processes, use discretion and sound judgment, take initiative and demonstrate flexibility to ensure goals are achieved in a timely manner.
• Ability to work in a fast-paced environment and to multitask effectively.
• Demonstrate cooperative attitude and tolerance for stress when confronted with critical situations.
• Ability to maintain confidentiality and integrity.

GENERAL REQUIREMENTS AND WORKING CONDITIONS

• Must provide own transportation, have valid driver’s license, properly registered vehicle, and driving record must meet insurability requirements.
• Must maintain and provide documentation of auto insurance at limits set by agency.
• Must have ability to lift/move/transfer individuals or materials weighing up to 75 lbs. periodically.
• Must have ability to stand, walk, stoop, and bend frequently.
• Must have manual dexterity sufficient to reach, handle items, work with the fingers, and perceive attributes of objects and materials (such as medication, first aid supplies, with meal preparation and household tasks).
• Must maintain CPR and First Aid certification, and must stay current on all other training as defined by state, accreditation body or organization guidelines.
• While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts, toxic and caustic chemicals, and fumes or airborne particles.  The noise level in the work environment is usually quiet to moderate.