The Director of Quality Assurance and Training plays a key leadership role in ensuring the delivery of high-quality, client-centered services across the organization. This position is responsible for developing and overseeing systems that monitor service quality, support regulatory compliance, and promote continuous improvement in all program areas.

In addition, the Director leads the design and implementation of comprehensive training programs to support staff development, enhance service delivery, and ensure consistency in practice across teams. Working in close collaboration with program leaders and senior management, the Director helps to build a culture of accountability, learning, and excellence that aligns with the organization’s mission and values.

Section 3: Major Responsibilities

DIRECT DUTIES:

Quality Assurance & Compliance

• Develop, implement, and manage a comprehensive quality assurance program for services provided to individuals with disabilities.
• Lead internal audits, incident reviews, and case file reviews to ensure service integrity and quality.
• Analyze quality metrics, incident reports, and client outcomes to identify trends and areas for improvement.
• Prepare and present quality reports and recommendations to executive leadership.
• Prepares annual Emergency Evacuation Safety Plans (EESP's) and submits to the State for approval.
• Coordinates quarterly full system reviews.
• Monitors fire drills conducted in the programs.
• Leads client investigations and assists with employee investigations where needed, keeping detailed records of investigation information, reporting to the State as requested.
• Ensure all quality assurance practices comply with federal and state regulations, including the Americans with Disabilities Act (ADA), Section 504 of the Rehabilitation Act, and Equal Employment Opportunity Commission (EEOC) standards.
• Ensure compliance with the Fair Labor Standards Act (FLSA), including overtime exemptions and training time regulations.
• If applicable, oversee compliance with Section 14(c) requirements regarding subminimum wage, including documentation and career counseling obligations under Section 511.

Program Evaluation & Continuous Improvement

• Design and execute performance measurement systems to evaluate the effectiveness of programs and services.
• Collaborate with program managers to set quality benchmarks and performance goals.
• Facilitate continuous quality improvement (CQI) initiatives using data-driven strategies.
• Conduct root cause analyses for critical incidents and service delivery failures.
• Work with maintenance staff to identify and schedule maintenance repairs and improvements.
• Communicate on an ongoing basis with all landlords.
• Schedule yearly program equipment inspections and documentation (heaters, furnaces, smoke detectors, CO2 detectors, and fire extinguishers).

Training & Development

• Oversee the development and implementation of comprehensive staff training programs, including onboarding and ongoing professional development.
• Ensure training programs are compliant with regulatory requirements and reflect best practices in disability services.
• Train managers and staff on quality standards, documentation practices, person-centered planning, and risk management.
• Provide training on employee rights and employer responsibilities under the ADA, EEOC, and Rehabilitation Act.
• Ensure training includes procedures for identifying and implementing reasonable accommodations.
• Evaluate training effectiveness through assessments, feedback, and performance reviews.

OTHER RESPONSIBILITIES:

Person-Centered Practices

• Promote and monitor the implementation of person-centered service delivery.
• Ensure individuals with disabilities are included in planning, decision-making, and quality evaluations.
• Support self-advocacy and independence through service design and oversight.

Leadership & Collaboration

• Serve as a member of the senior leadership team, contributing to strategic planning and organizational growth.
• Lead quality assurance and training staff, including recruitment, supervision, and performance evaluations.
• Collaborate with external stakeholders (families, state agencies, accreditation bodies) to ensure service quality and compliance.
• Foster a culture of transparency, accountability, and excellence throughout the organization.

Risk Management

• Develop and monitor risk management protocols, including safety, abuse prevention, and crisis response.
• Ensure timely and appropriate follow-up to incidents involving individuals served.
• Guide investigations and corrective actions in collaboration with compliance or HR departments.
• Ensure all records, incident reports, and follow-ups are compliant with DOL, ADA, and other regulatory standards.

Section 6: Job Qualifications and Competencies

Job Qualifications .

Education and Experience:

• Bachelor’s degree preferred; however, a minimum of 15 years of relevant field experience in human services and disability support will be considered in lieu of a degree.
• Experience in disability services, including supervisory or management experience.
• Strong understanding of federal and state regulations governing services for individuals with disabilities.
• Experience with staff training, quality improvement methodologies (e.g., Plan-Do-Study-Act), and data analysis.
• Excellent communication, leadership, and organizational skills.

Job Competencies

• Effective Communication: Ability to clearly and respectfully communicate with residents, families, staff, and external agencies. Demonstrates active listening and ensures transparency in all interactions.
• Ethical Practice: Upholds confidentiality, integrity, and ethical standards in all interactions and decisions, ensuring the rights and dignity of residents are prioritized.
• Leadership and Accountability: Provides clear direction to staff, models positive behaviors, and takes responsibility for the success of the residential program. Holds self and team members accountable for meeting expectations and standards.
• Collaboration: Works collaboratively with other professionals, families, and community partners to ensure quality care and services are provided to residents.
• Cultural Humility: Demonstrates respect for and understanding of the diverse backgrounds, needs, and perspectives of residents, staff, and families, fostering an inclusive and supportive environment.
• Problem Solving and Conflict Resolution: Approaches challenges with a solution-focused mindset, resolving issues in a fair and timely manner, while maintaining professionalism and promoting a positive atmosphere.
• Adherence to Policies and Procedures: Ensures compliance with all regulatory and organizational standards, maintaining a safe, respectful, and efficient residential environment.