Pathlight Group
  • 17-Oct-2019 to 16-May-2020 (EST)
  • Family Services / Specialized Home Care
  • Springfield, MA, USA
  • $48,297.60 - $52,270.40/ year
  • Salary
  • Full Time

Paid Leave, Sick Leave, 403 (b), Health Insurance, Dental Insurance, Flex Pending, Short Term Disability


DIVISION:     Family Services

TITLE:            Quality Assurance and Training Coordinator

Grade:           12 Exempt

Location:       Springfield

40 hours, Monday-Friday, 9AM-5PM with flexibility for Program needs.


Summary of Position: 

Responsible for developing and managing Family Based Living's (FBL) quantitative and qualitative measurement systems, oversee tracking and reporting to maintain compliance with regulations such as HIPAA, personal health information, Massachusetts privacy regulations, MassHealth, CARF, DEEC, and DDS quality standards.  Work with the FBL Assistant Vice President (AVP) and Program Directors to implement quality systems, tracking, and reporting to meet measured outcomes and metrics. Keep informed of proposed changes in regulatory guidelines and environment so that the organization can be prepared and respond accordingly. Responsible for the planning, coordinating, and developing required trainings for staff, independent contractors, and individuals receiving services from FBL programs. Work with Director of Quality and Training to institute consistent practices and continuous improvement.


Essential Job Functions:

  1. Develop, implement, and coordinate quality measurement systems and plans for Family Services consistent with regulatory requirements including DDS, MassHealth, CARF, and DEEC. Develop and maintain policies to support effective quality management and minimize regulatory and programmatic compliance risk to the division.
  2. Develop, implement, coordinate, and manage ongoing processes and systems for continuous improvement in customer input, feedback, complaints, critical incidents about services, and program communication with clients and families.
  3. Responsible for creating processes to ensure quality outcomes. Develop key quality metrics, monitor accuracy, process compliance of information, be a resource to programs as they implement process improvement plans.  Track results and provide feedback to Director of Quality and Training, program management, and risk management committee. Monitor completion of corrective and preventative systems.
  4. Work with trade organizations and other human service providers to benchmark specific services.  Interpret results and trends.  Monitor external environment to anticipate changing trends in quality standards and regulatory standards. 
  5. Work collaboratively with the AVP and Director of Quality and Training to ensure compliance of policies, systems, and procedures. Develop and implement changes to current processes and standards in anticipation of environmental changes in cooperation with AVP, Program Directors and Director of Quality and Training.
  6. Develop, write, and maintain Policy Manuals in order to meet regulatory changes and compliance. Facilitating and leading committees for FBL Programs.
  7. Primary contact for program related licensing and regulatory audits for the state such as Department of Developmental Services, MassHealth, Department of Early Education and Care, and CARF for FBL Programs. Work cooperatively with administrative departments on various audits.
  8. Ensure that FBL Programs track and maintain HIPAA regulations in conjunction with organizational standards.
  9. Systems owner for FBL Division wide systems such as: client information system (ICentrix) and state-wide reporting (HCSIS.)
  10. Track organization compliance with HIPAA data standards, Pathlight business contracts, and data breach reporting. Participate on the Safety Committee and other internal or external committees as required.
  11. Responsible for the planning, coordination, and development of required trainings determined by the regulatory standards. Work with program management and Director of Quality and Training to evaluate effectiveness of current trainings and new trainings to meet programmatic/regulatory needs and strategic goals. Get tracking information from programs to ensure that trainings are meeting regulatory requirements. Use quality trend analysis as feedback on effectiveness of trainings.  Results also used to develop or purchase new trainings.


Knowledge and Experience Required: 

  1. Bachelor degree in a related field. Broad knowledge of discipline such as social sciences, human services, psychology, or related field.  Master degree preferred.
  2. Over 5 years, up to 7 years of direct experience in the field of developmental disabilities, quality assurance, or a combination. This would include experience conducting trainings and presentations.
  3. Strong knowledge of regulatory requirements of highly regulated fields such as developmental disabilities, health care, or behavioral health. Experience with Massachusetts Department of Developmental Disabilities regulations preferred.
  4. Must have a valid driver's license, reliable transportation, and travel required.
  5. Experience in process improvement, organizational reporting, and project management preferred.
  6. Superior writing and communication skills. Computer skills in data management required.


Skills and Abilities Required:

  1. Must maintain regular attendance.
  2. Ability to maintain outside and inside contacts requiring a high degree of diplomacy and the ability to deal with and influence persons in all types of positions.
  3. Ability to negotiate with internal constituents.
  4. Ability to direct, evaluate, train, supervise work of assigned personnel, and work in a team environment.
  5. Demonstrated ability to carry out major organizational programs and objectives. Ability to coordinate the work of many staff to achieve final objectives.
  6. Demonstrated experience with conducting trainings and presentations.
  7. Ability to organize, classify, analyze, and report information related to quality measurements, as well as, recognize errors and implement corrections.
  8. Ability to maintain important and sensitive data subject to HIPAA and Massachusetts 201 CMR 17.00 (protection of personal information) and other regulations.



Specific vision abilities required by this job include close vision, distance vision, and peripheral vision; reading of written, printed, or computer screen data.  In addition, the ability to:           

  • Fully focus and concentrate on the task at hand.
  • Demonstrate decision making; considerable judgement.
  • Maintain a calm, composed manner.
  • Work with unexpected disruptions.
  • Actively listen and communicate clearly with staff and others.


Working Conditions

The work environment characteristics described here are representative of those of an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.  Usual office working conditions most of the time.  Frequent exposure to site conditions and some noise; frequent exposure to weather during travel.  The noise level in the work environment is usually moderate.


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.           

  • Rarely lifting/transferring person with or without assistance of co-worker with or without mechanical lift
  • Occasionally lift and/or move up to or greater than 25 pounds
  • Occasionally twisting, bending, squatting with full use of arms/legs
  • Occasional stooping, kneeling
  • Frequently Reaching above shoulder level
  • Occasional climbing stairs
  • Continual standing and sitting throughout shift
  • Work requiring depth perception
  • Frequently driving personal vehicle and/or rarely company van

Reporting Relationships

  1. Reports to Family Services AVP
  2. Works collaboratively with Director of Quality and Training.
  3. Liaison and support to FBL staff and Human Rights Committee

Pathlight has demonstrated a commitment to issues of diversity.  We welcome all applicants.  EOE

Pathlight Group
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