The class incumbent performs social service administration work participating in the development of policies, procedures and objectives for the reduction of errors and the design and implementation of a quality assurance evaluation and corrective action system for AFDC and related assistance programs.
This class incumbent functions under the direction of a Chief Social Service Administrator and is responsible for developing studies, establishing projects, reviewing and providing recommendations and overseeing the implementation of corrective action as required. The incumbent is responsible for overseeing, revising and implementing a statewide training program for new Quality Assurance/Error Reduction Specialists and for ongoing training of subordinate. The incumbent assists the Deputy Director in the coordination of a statewide committee of operational administrators and eligible staff involved in reviewing training program objectives and revising some based on current needs. The Quality Assurance/Error Reduction Administrator provides quality control analysis, reports and statistics on ineligible and over issued benefits based on Federal guidelines. Work includes the management of the Quality Assurance/Error Reduction unit and the development of strategies for work accountability, interviewing, selecting, hiring and evaluating staff and quality of work. The incumbent represents the state on committees, task forces and reports on issues. The incumbent resolves issuance problems and represents the agency at federally mandated fair hearings requested by clients and is also involved in responding to inquiries and complaints.
Essential functions are fundamental, core functions common to all positions in the class series and are not intended to be an exhaustive list of all job duties for any one position in the class. Since class specifications are descriptive and not restrictive, incumbents can complete job duties of similar kind not specifically listed here.
Manages and develops statewide error reduction and special projects/studies for the Division to improve efficiency of program administration and operation. Monitors progress and prepares detailed summaries.
Provides direction, training, guidance, and supervision to staff.
Plans, develops and administers an ongoing statewide program on office procedures, organization skills, interviewing techniques, or other needs requested by management to reduce agency errors.
Represent Division at various meetings at the local, state and national level including Delaware Life Long Learning Network, Quality Control Committees, Statewide Training Committees.
Serve as consultant for State Hearing Office in reviewing and adjudicating disputed claims and overpayments.
Designs evaluative instruments and analytical framework to identify specific local offices with error reduction needs and develops/implements recommendations.
Performs audits on cases and reviews work of unit/agency staff to assure policies and procedures are applied to maintain a reduced error rate.
Knowledge, Skills and Abilities
The intent of the listed knowledge, skills and abilities is to give a general indication of the core requirements for all positions in the class series; therefore, the KSA’s listed are not exhaustive or necessarily inclusive of the requirements of every position in the class.
Knowledge of principles, practices and theory of organization and management and management information systems.
Knowledge of social service programs and related Federal and State policy, rules and regulations both past and present.
Knowledge of supervisory principles and practices.
Knowledge of task analysis and program objectives.
Knowledge of laws, rules, regulations, policies and procedures pertaining to public assistance and related social service programs and Quality Control.
Knowledge of community resources.
Skill in analyzing and evaluating data.
Skill in interpersonal relations and application of effective techniques of motivation and discipline.
Skill in oral, written communications and presentations.
Skill in application of training methods and techniques.
Skill in policy interpretation.
Ability to develop solutions to problems.
Ability to make decisions, render judgement and take actions.
Ability to relate to people from a variety of backgrounds and with people from varying levels of responsibility.
Ability to analyze situations and develop course of action.
JOB REQUIREMENTS for Quality Assurance/Error Reduction Administrator Applicants must have education, training and/or experience demonstrating competence in each of the following areas:
Three years experience in health or human services work such as applying theories, principles, laws and practices of health or human services programs and services that assist with and improve life for individuals, families, or communities in the areas such as financial support, employment, unemployment, housing, health care, disease prevention, substance abuse, child protective services, physical/mental health treatment and prevention, rehabilitation.
Six months experience in quality improvement which includes evaluating the quality of services, identifying problems and needs and recommending corrective action and improvements to ensure optimum service delivery, goals and objectives are met and ensure compliance with applicable laws, rules, regulations and standards.
Six months experience in interpreting laws, rules, regulations, standards, policies, and procedures.
Six months experience in narrative report writing.
Knowledge of staff supervision acquired through course work, academic training, training provided through an employer, or performing as a lead worker overseeing the work of others; OR supervising staff which may include planning, assigning, reviewing, and evaluating the work of others; OR supervising through subordinate supervisors a group of professional, technical, and clerical employees.