Quality Assurance Supervisor

3 weeks ago

Hamilton Ontario EH, Ontario, Canada City of New York Full time

THESE POSITIONS ARE ONLY OPEN TO CANDIDATES WHO ARE PERMANENT IN THE CIVIL SERVICE TITLE OR THOSE THAT ARE REACHABLE ON THE LIST


Under the supervision of a Child Protective Manager, with wide latitude for the use of judgment and independent decision making, the Quality Assurance (“QA”) Supervisor will work within a unit responsible for encompassing all areas of quality assurance within the Division of Child Protection's (DCP) 19 offices, 5 boroughs and 2 program areas.


In this role, the QA Supervisor will conduct on-going case reviews of open investigations, analyze child welfare case best practice across the division, and immediately provide coaching to front line staff, as necessary, to support safety. Tasks specific to this role include but are not limited to:


  1. Review and incorporate family history to support discussions around safety and risk planning with team. Assess validity of allegations; determines and implements an appropriate plan of action, which may include the removal of child(ren) from the home. Monitors progress of the safety/service plan.
  2. Ensure all pertinent parties (i.e. PD/FSU, OSI) to action meetings/clarification calls are notified and participate for continuity and consensus around the safety plan/service planning to address risk.
  3. Utilizes various in-house supports and databases to support/justify the program’s rationale for action(s) and/or decision(s) made with respect to the plan for a family. Enters and maintains computerized records including ASAP tool, email correspondence, case management tracking, and any other program related materials.
  4. Conduct case conferences with staff by reviewing pertinent case records and reports, clarifying and requesting information and data, in order to ensure appropriate agency mandated services, referrals/ treatment plans are being provided.
  5. Monitor programmatic operations of borough/ program, by observing performance, meeting with staff, making field visits, reviewing performance reports, reviewing available records in order to ensure compliance of staff/ program with stated objectives, policy, city, state and federal mandates.
  6. Develop and construct evaluation instruments and tools by analyzing program objectives, researching alternative evaluation formats, pre-testing designs where possible in order to measure the performance of DCP operations.
  7. Draft reports in narrative form, using standard forms or formats, by reviewing, summarizing and explaining data, in order to record, analyze work activities, review findings and recommendations made by oversight bodies.
  8. Participate in the drafting of policy and procedures manuals, memoranda and other instructional guides by using information gathered from governmental regulations, management policy decisions, background research, following agency format, in order to standardize work activity in compliance with laws, regulations and policies.
  9. Intervene in difficult or non-routine cases by reassessing the situation, making special referrals, conferring with other agencies, providing special direction and consultation, following up on results, in order to facilitate resolution of special cases.
  10. May make field visits for the purposes of investigation or consultation, including to review files, conference with staff, participate in meetings, provide one-on-one coaching and any other quality assurance measures requiring field work.
  11. Represent the unit/division in training sessions, meetings by asking relevant questions, taking notes, in order to learn new or revised agency procedures, regulations and other matters.
  12. Support other programs on special projects/requests, as assigned by the Deputy Director. These tasks may include attending hiring pools, supporting Policy & Training initiatives, and or any needs identified by executive leadership. QA is a member of ACS’ Collaborative Quality Improvement “CQI” cross-divisional team and supports DCP in these meetings in developing and following up with the zone’s performance improvement plan. As part of this supportive process, the Supervisor may be required to travel citywide to co-assist the Child Protective Manager in these meetings.

Minimum Qualifications

1. A baccalaureate degree from an accredited college or university, including or supplemented by 24 semester credits in one or a combination of the following fields: social work, psychology, sociology, human services, criminal justice, education (including early childhood), nursing or cultural anthropology, at least 12 of which must have been in one of these disciplines; 30 semester credits toward a Masters of Social Work degree or toward a graduate degree in a related field; plus eighteen months of child protective casework experience.

Note: Section 424-a of the New York Social Services Law requires an authorized agency to inquire whether a candidate for employment with child-caring responsibilities is or has been the subject of a child abuse and maltreatment report.


Preferred Skills
  1. A baccalaureate degree from an accredited college or university including or supplemented by 30 semester credits in one or a combination of the following fields: social work, psychology, sociology, human services, criminal justice, education (including early childhood), nursing or cultural anthropology, at least 12 of which must have been in one of these disciplines, and 30 semester credits toward a Masters of Social Work or a graduate degree in a related field, and at least eighteen months of child welfare casework experience.
  2. Strong command of various child protection databases including Connections, ATS, HHS Connect, and LTS, and deep familiarity with ACS policy and protocol.
  3. No less than 5 years of professional experience working as a child protective specialist in a child protective unit, engaging in child protective case practice including investigating allegations of child abuse or neglect, assessing child safety and risk, documenting progress notes within mandated timeframes, and reviewing case history and court documents.
  4. Two years of professional experience working as a child protective specialist supervisor in a child protective unit, supervising and training child protective specialists in their work of case practice investigating allegations of child abuse or neglect.

Residency Requirement

New York City Residency is not required for this position.


Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.

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