Location: all cities,NC, USA
Quality and Training Supervisor
Economic Services Division of the DCR
Please apply by: 1/6/2025
Salary Range: $68,029.06 - $85,036.32 This is an exempt (salaried) position. Pay rates are based on education, skill, experience level and internal equity. Internal equity considerations include an assessment of the applicant's salary history and qualifications in comparison to the market rate and requirements for the job.
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The Department of Community Resources (Economic Services Division) administers Federal and State-Mandated Programs for eligible families. ESD administers programs including Food & Nutrition Services, Work First Family Assistance, Medicaid for Family & Children, Adult Medicaid.
Position Summary:
Supervise, consult, coordinate, the development and quality control programs for an assigned area. This position, performed independently, is responsible for coordinating, evaluating, and supervising the day-to-day activities of the Quality and Training Division in a particular department. This position will lead quality assurance and quality improvement activities using data to strengthen programs in accordance to county, state and federal guidelines.
Location:
301 Billingsley Road
Charlotte, NC 28202
Essential Functions:
* Supervise quality control and training team within an assigned area
* Plan, direct, and coordinate staff involved in the completion of program activities and evaluate program effectiveness
* Provide technical consultation to staff and/or other divisions
* Perform root-cause analyses and assessment at the organizational, team and individual levels
* Test services, analyzes results, and makes recommendations for improvements
* Ensure services meet specifications and understand and ensures regulatory compliance
* Develop and implement processes and procedures meant to improve quality throughout an assigned area
* Perform reviews of finished or in-process procedures, analyze data, and identify trends in defects
* Investigate quality failures and recommends changes to internal procedures to prevent future quality issues
* Develop assessment tools and data collection methods in order to identify service delivery/compliance problems, and participating in the alteration of systems as necessary
* Identify quality problems and recommends solutions
* Design assessments meant to measure the performance of training programs and collects data
* Facilitate training and policy interpretation for applicable local, State, and Federal programs
* Ensure applicable policies are adhered to in the issuance and redetermination of benefits through training, policy interpretation, hearings, and appeals
* Develop and oversee division wide training classes offered to managers/supervisors and/or employees
* Solicit feedback and input from stakeholders in order to provide consultation and recommend necessary intervention services
* Develop alternative training methods if expected improvements are not seen
* Some positions may be required to train in the implementation of enrollment and eligibility programs and activities in the NC FAST system
Minimum Qualifications:
Experience:
Minimum of five year of progressively responsible experience; including supervisory experience
Education:
Bachelor's degree in a related field.
Combination of relevant education and relevant experience accepted: Yes
Licenses and Certifications:
* Requires a valid North Carolina or South Carolina Driver's License
* Requires County Driving Privileges
Preferred Qualifications:
* Experience with and knowledge of Work First Family Assistance, and/or Family & Children's Medicaid programs.
* Supervisory or management experience
* Master's Degree
Knowledge, Skills, and Abilities:
Knowledge of:
* Microsoft Office platform
* Microsoft office practices
* Principles, practices, methods and theories of training and employee programs
* Principles, practices, methods and theories of training and employee programs
* Adult learning theories and of training and development principles, practices, and methods
* E-learning and other technological solutions and the ability to effectively use these platforms to develop and deliver training
Skills:
* Competent in delivering high quality training to various audiences
* Strong project management and organizational skills to plan, prioritize, multi-task and independently execute projects/tasks with specific deadlines while maintaining flexibility
* Strong project management and organizational skills to plan, prioritize, multi-task and independently execute projects/tasks with specific deadlines while maintaining flexibility
* Excellent analytical and research skills as demonstrated by the ability to collect, develop, assess, and blend information and recommendations from a wide variety of sources
* Strong critical and creative thinking skills to assess and resolve problems or issues by gathering and assessing information, taking advice, and using judgment that is consistent with standards, practices, policies, procedures, regulations and/or laws
* Strong customer service skills to identify gaps in service delivery, best practices and areas of skill development in others
Abilities:
* Adaptability: Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures
* Building Partnerships: Identifying opportunities and taking action to build strategic relationships between one's area and other areas, teams, departments, units, or organizations to help achieve business goals
* Decision Making: Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences
* Delegating Responsibility: Allocating decision-making authority and/or task responsibility to appropriate others to maximize the organization's and individuals' effectiveness
* Collaboration: Working effectively and cooperatively with others; establishing and maintaining good working relationships
* Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the information provided
* Developing Others: Planning and supporting the development of individuals' skills and abilities so that they can fulfill current or future job/role responsibilities more effectively
* Driving for Results: Setting high goals for personal and group accomplishment; using measurement methods to monitor progress toward goals; tenaciously working to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement
* Facilitating Change: Encouraging others to seek opportunities for different and innovative approaches to addressing problems and opportunities; facilitating the implementation and acceptance of change within the workplace
* Formal Presentations: Presenting ideas effectively to individuals or groups when given time to prepare; delivering presentations suited to the characteristics and needs of the audience
Computer Skills:
Proficient in various computer applications including Microsoft Office Suite.
Work Environment
Works in an office setting with moderate noise
Reasonable Accommodations Statement
To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.
Disclaimer Statement
This is not intended to be an all-inclusive list of job-related responsibilities, duties, skills, requirements or working conditions. Other duties may be assigned based on business need and the supervisor's request. Mecklenburg County reserves the right to revise the job description at any time. Designated positions may be required to assist in emergency and/or disaster situations.