Economic Services Program Manager - CQI and QA

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Job Description

We are seeking an experienced and motivated Program Manager to lead Continuous Quality Improvement (CQI) and Quality Assurance (QA) efforts for Medicaid and Economic Services. This leadership role oversees quality improvement initiatives, compliance monitoring, staff development, and training to support accurate, timely, and effective service delivery. If you are passionate about improving programs, developing staff, and making a positive impact in your community, we encourage you to apply.

This position leads the Department of Social Services’ Continuous Quality Improvement (CQI) and Quality Assurance (QA) work for Medicaid and Economic Services. CQI focuses on proactive improvement through training, data review, process evaluation, and staff development, while QA focuses on compliance through record review, monitoring, and correction of deficiencies. Together, these functions support accurate, timely, and effective service delivery.

The Program Manager oversees CQI/QA operations, supervises and supports assigned staff, analyzes quality and training outcomes, and adjusts priorities as policies, procedures, and program needs change. The position may assume responsibility for additional program areas or teams as needed.

This position reports to the Economic Services Program Administrator and works independently under general supervision, with consultation from the Program Administrator and Director on major policy changes, complex decisions, and strategic planning.

Essential Functions

The following essential functions serve as a general guide for this position. Position functions are subject to change based on departmental needs and external factors including, but not limited to, regulatory requirements.

• Oversees the Continuous Quality Improvement and Quality Assurance Activities for the Economic Services Division, comprised of training/onboarding new employees, ongoing training and education of caseworkers and supervisors, second-party reviews, and all program improvement processes to ensure appropriate preparation and performance of quality work. This may involve assessing needs and identifying resources for on-the-job training;
• Plans the short and long-range work operations, priorities, and goals within the units and/or sub-units supervised;
• Utilizes available data, reports, and input from others in evaluating the overall performance of employees and the overall program. Analyzes these trends and outcomes to assist the department in developing continuous quality improvement standards;
• Implements evaluation methods to measure training effectiveness and impact on service delivery;
• Prepares needs analysis and justification reflecting trends in utilization of economic programs. This could include assessing and projecting staffing needs, technology needs, and/or equipment/supplies;
• Meets with Economic Services leadership team and CQI/QA team to develop goals and priorities for the teams on an annual basis;
• Serves as a member of the agency management team and provides input into setting organizational goals and priorities on an annual basis;
• Provides direct supervision, guidance, and support to assigned employees, including coaching, mentoring, and performance evaluation;
• Establishes clear expectations, promotes accountability, and recognizes employee strengths and accomplishments. Models transparency in decision making and shares information openly;
• Communicates policies, procedures, and program expectations clearly and consistently;

• Monitors documentation, timeliness, and quality assurance standards through consultations and second-party reviews to ensure compliance with policy and program requirements;
• Leads employees through program changes, policy updates, and system improvements;
• Develops procedures and adjusts work between and within teams;
• Investigates emerging approaches in adult learning and shares findings with colleagues;
• Simplifies technical or complex subject matter into accessible language for broad audiences;
• Collaborates with team members to brainstorm new program concepts and refine existing ones;
• Supports caseworkers in understanding and applying revised program materials;
• Assists CQI/QA team in developing reference courses to ensure employees remain up to date with changing program requirements and assessment to evaluate understanding and application of course material. Ensures that refresher courses/training are conducted at least quarterly;
• Supports and fosters effective community partnerships to enhance training programs resources;
• Contributes to a positive team culture that values creativity, joy, emotional intelligence, collaboration, and shared success;
• Participates in special projects, strategic planning sessions, or program events as needed;
• Interviews applicants and makes hiring recommendations to the Economic Services Program Administrator and DSS Director;
• Evaluates employees regarding performance and may issue disciplinary actions or staffing reassignments in consultation with the Economic Services Program Administrator and make recommendations on dismissals to the DSS Director;
• Refers to all applicable policies, procedures, and NC DHHS communications required to complete eligibility determination processes;
• Serves as a shelter manager during hurricanes, storms, and other disasters as determined by Emergency Management;
• Performs other duties as assigned.

Minimum Qualifications

High school diploma or GED and two years of supervisory experience, at least one of which must have been in an economic or family services program, and preferably one year of experience in an economic services program; or an equivalent combination of training and experience.

Knowledge, Skills, and Abilities

• Thorough knowledge of the needs, problems, and barriers that people accessing Economic Services Programs face;
• Thorough knowledge of all Medicaid Programs including policies, forms, and documents used in determining eligibility;
• Considerable knowledge of all agency and community programs and services that could affect the client/applicant;
• Considerable knowledge of the budget and planning process;
• Thorough knowledge of leadership and management skills;
• Ability to organize, direct, instruct, and lead the Medicaid team;
• Ability to assess needs and plan for future requirements;
• Ability to read, analyze, and interpret rules, regulations, and procedures;
• Good mathematical reasoning and computational skills;
• Ability to present information and communicate orally and in writing to supervisors, caseworkers, other agency employees, public officials, and the community;
• Ability to adapt to policy and practice changes;
• Ability to plan and evaluate the services of the Medicaid Program, including the ability to instruct and evaluate the work of lower-level employees;
• Ability to train employees in new and existing rules, regulations, policies, and procedures;
• Ability to perform work using local and state technology systems including NCFAST, Northwoods, iiReception, Microsoft Office, web browsers, virtual meeting platforms such as Microsoft Teams and Zoom, and other commonly used electronic programs;
• Skill in operating standard office equipment such as computers, phones, fax machines, and calculators;
• Skill in maintaining a calm disposition in a variety of situations and maintaining confidentiality;
• Ability to keep records;
• Ability to perform and organize work independently;
• Ability to work with a diverse group of individuals and provide equitable treatment to all;

• Ability to establish and maintain effective working relationships with county officials, department heads, peers, associates, and the general public.

Chatham County is fully committed to equal employment opportunity (EEO) principles and issues this anti-discrimination/EEO compliance clause to support and maintain employee’s rights and responsibilities relating to equal employment. The core of equal employment opportunity is the right to work and advance on the basis of merit, ability, and potential, free from prejudice or discrimination. In accordance with the applicable anti-discrimination statutes, executive orders, and other authorities, Chatham County protects employees against discrimination, to the fullest extent of law, on the basis of race, color, religion, sex (including pregnancy), national origin, sexual orientation, gender identity, age, disability, genetic information, marital status, political affiliation, whistleblower activity, parental status, and military service (past, present, or future), and against retaliation for participation in EEO activity or opposition to discrimination.