Quality Assurance Specialist/Housing Case Manager

1736 Family Crisis Center offers crisis intervention services, including four 24- hour hotlines, as well as longer-term services in client advocacy and outpatient psychotherapy. The residential counseling and support services include shelter programs for (1) runaway and homeless adolescents, (2) domestic violence and human trafficking victims and their children (emergency and transitional programs) (3) Homeless prevention and rapid re-housing services for the general population and Veterans and their families. Community outreach programs are provided to educate the public and prevent mental-health problems in the general population and in targeted groups to at-risk populations.

Summary

The Quality Assurance Specialist/Housing Case Manager ensures that all domestic violence housing programs under 1736 Family Crisis Center (including Rapid Rehousing and Transitional Housing) maintain the highest standards of quality, compliance, and client-centered care. This position monitors case management practices, client file documentation, data integrity, and adherence to funder and agency requirements. The QA Specialist plays a key role in supporting staff development, ensuring compliance with HUD, ESG, and CoC standards, and strengthening housing outcomes for survivors and their families.

Responsibilities:

1. Quality Assurance & Compliance

• Conduct regular case file audits across DV Housing programs to ensure compliance with 1736 Family Crisis Center policies, HUD, ESG, and CoC program regulations.
• Verify that client eligibility, assessment forms, safety plans, and service documentation meet all contractual requirements.
• Review case notes to ensure services are trauma-informed, survivor-centered, and aligned with Housing First principles.
• Prepare internal audit summaries and support corrective action plans to resolve findings.

2. Data Integrity & Reporting

• Monitor data accuracy and timeliness in HMIS (Homeless Management Information System) or comparable confidential DV databases.
• Ensure all data and reports meet funder and agency performance expectations.
• Generate QA and performance reports that track program outcomes, such as housing placement, retention, and service delivery benchmarks.
• Collaborate with the Data & Compliance team to address data quality issues.

3. Training, Coaching & Technical Assistance

• Provide ongoing training and coaching to case managers on proper documentation, eligibility verification, and client engagement standards.
• Support professional development through education on topics such as trauma-informed care, confidentiality under VAWA, harm reduction, and housing stability planning.
• Develop QA tools (checklists, templates, training guides) to improve documentation consistency and quality

4. Continuous Quality Improvement (CQI)

• Identify systemic issues or trends affecting service quality and collaborate with leadership on process improvements.
• Participate in or lead CQI initiatives to enhance program efficiency and survivor outcomes.
• Track progress on corrective actions and quality benchmarks to ensure accountability.

5. Collaboration & Communication

• Communicate QA findings and improvement recommendations to supervisors and program managers in a collaborative and solution-focused manner.
• Participate in interdepartmental meetings and external monitoring visits with funders or auditors.
• Build and maintain positive working relationships with internal teams and community partners to strengthen service coordination.

• Assess new clients during screening, intake and orientation.
• Assess program qualification criteria of client and aid in qualifying or referring to outside resources.
• Develop individualized goal plans and monitors progress in achieving goals to include housing attainment and sustainability, job search/training, education, money management, and income and/or benefits attainment.
• Provide ongoing support, crisis intervention and housing stability support and resource referrals.
• Coordinate housing, medical, legal, dental and/or psychological services as/if needed.
• Work consultatively with other staff to ensure appropriate levels of treatment/support.
• Keep client files current through the computerized care management system and maintain ongoing files both on computer and hard copies.
• Conduct home visits to support client in housing stabilization.
• Perform outreach to landlords and property management companies to locate available units.
• Participate in conferences, workshops, special projects, staff meetings, and other duties as assigned.

Qualifications:

• B.A. preferred, but not necessary.
• Knowledgeable of substance abuse issues, therapeutic interventions, and treatment planning, particularly as relevant to Therapeutic Communities.
• Some knowledge of affordable housing programs such Section 8 housing, VASH voucher and Shelter Plus Care programs.
• Working knowledge of community resources as they relate to homelessness and veterans.
• Strong interpersonal and oral and written communication skills. Non-profit experience preferred.
• Excellent computer and data entry skills; adept at use of various computer programs (Microsoft Office and/or other computer programs).
• Well-organized, ability to work in a fast-paced environment, good team player.
• Culturally competent, with excellent cross-cultural communication skills and ability to work with economically, culturally and linguistically diverse clientele.
• Experience and knowledge in working with a multidisciplinary treatment team.
• Must be detail oriented, flexible, and self-motivated
• Exceptional phone etiquette.
• Three (3) years of work experience is preferred.

EQUAL OPPORTUNITY EMPLOYER:

1736 Family Crisis Center is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran and/or military status, protected medical leaves, domestic violence victim status, political affiliation, and any other status protected by state or federal law.

• B.A. preferred, but not necessary.
• Knowledgeable of substance abuse issues, therapeutic interventions, and treatment planning, particularly as relevant to Therapeutic Communities.
• Some knowledge of affordable housing programs such Section 8 housing, VASH voucher and Shelter Plus Care programs.
• Working knowledge of community resources as they relate to homelessness and veterans.
• Strong interpersonal and oral and written communication skills. Non-profit experience preferred.
• Excellent computer and data entry skills; adept at use of various computer programs (Microsoft Office and/or other computer programs).
• Well-organized, ability to work in a fast-paced environment, good team player.
• Culturally competent, with excellent cross-cultural communication skills and ability to work with economically, culturally and linguistically diverse clientele.
• Experience and knowledge in working with a multidisciplinary treatment team.
• Must be detail oriented, flexible, and self-motivated
• Exceptional phone etiquette.
• Three (3) years of work experience is preferred.

EQUAL OPPORTUNITY EMPLOYER:

1736 Family Crisis Center is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran and/or military status, protected medical leaves, domestic violence victim status, political affiliation, and any other status protected by state or federal law.