Assistant Vice President Quality Improvement and Performance Management

Role Overview

The Assistant Vice President (AVP), Quality Improvement & Performance Management is the operational leader who runs Heartshare's enterprise quality improvement and performance measurement engine. Reporting to the SVP of Data & Innovation, the AVP translates ODI's strategy into day‑to‑day execution — coordinating performance reviews, driving QI methodology, overseeing outcome measurement, and ensuring programs have the tools and coaching to act on data. This is a hands‑on, technically fluent role. The AVP works directly in Power BI, Microsoft Fabric/Copilot, and Power Automate — building and refining dashboards, scorecards, and automations — while also leading people, facilitating meetings, and coaching program leaders toward a stronger data culture. Within the ODI operating model, this function answers one core question for the organization: “Are we getting better, and how do we know?”

Essential Functions and Primary Responsibilities

• Performance Management Framework
  • Implement and maintain the agency's performance management framework, including the manager/program scorecard cadence.
  • Coordinate and facilitate enterprise performance review meetings with program and operational leaders.
  • Ensure performance measures, scorecards, and reporting expectations are applied consistently across service lines (DD residential, day, education, clinical, HSVS).
  • Monitor performance trends and flag areas requiring follow‑up, intervention, or improvement planning.
  • Track progress against strategic plan metrics and established performance targets, ensuring every metric is grounded in a named, existing data source.
• Quality Improvement Leadership
  • Own agency‑wide QI methodology (e.g., PDSA, root cause analysis) and its consistent application across programs.
  • Lead cross‑functional improvement projects from problem definition through measurable, sustained results.
  • Support departments directly with root cause analysis and improvement implementation — a hands‑on facilitation role, not solely oversight.
  • Evaluate the effectiveness of improvement initiatives and course‑correct when outcomes stall.
• Program Outcome Tracking & Evaluation
  • Oversee program outcome measurement, including standardized evaluation tools and methodologies.
  • Coordinate outcome reviews with program and leadership teams; translate findings into QI planning.
  • Identify trends and improvement opportunities from evaluation data, distinguishing genuine outcomes from output metrics.
• Analytics, AI & Automation – Hands‑On Execution
  • Build, maintain, and troubleshoot Power BI dashboards and scorecards directly (Direct Lake mode against the Fabric lakehouse), partnering with the Data Engineer on source connections.
  • Identify and prototype Power Automate workflows that reduce manual reporting and data collection burden for QI and program staff.
  • Use Microsoft Copilot and other DAIGI‑approved AI tools to accelerate report drafting, note synthesis, and analysis — modeling responsible AI use for the QI team.
  • Surface automation and AI opportunities to the SVP/DAIGI for governance review; lead implementation once approved.
  • Ensure every dashboard, scorecard, and automated report meets Heartshare's AI Acceptable Use Policy and PHI/PII handling standards.
• Compliance & Organizational Improvement Partnership
  • Collaborate with Compliance on audit findings, corrective action trends, incident reviews, and quality‑related risks.
  • Incorporate compliance findings into proactive QI planning, reinforcing the Compliance (reactive) / ODI (proactive) distinction.
  • Identify systemic issues that require cross‑functional intervention beyond a single program.
• Organizational Learning & Capability Building
  • Build organizational capacity in QI, performance measurement, and data/AI literacy.
  • Develop training resources, job aids, and coach staff and program leaders on scorecards, dashboards, and AI‑assisted workflows.
  • Facilitate cross‑program sharing of successful improvement practices.
• Leadership & Team Management
  • Directly supervise, coach, and develop the Director of QI and QI analytics staff.
  • Set departmental goals, priorities, and work plans; monitor team performance and completion of improvement initiatives.
  • Foster collaboration across ODI's Governance, Foundation, and Process layers.
• Executive Support to the SVP
  • Prepare performance analyses, quality reports, and outcome summaries for the SVP and executive‑level use.
  • Draft executive‑level dashboards, scorecards, and briefing materials in partnership with Analytics, for SVP review before executive or Board distribution.
  • Supply performance and evaluation data that informs strategic plan updates and metric finalization with executive owners.

Technical Competencies

• Power BI & Reporting – Work with the Analytics and Informatics team to build advanced Power BI dashboards; experience with Microsoft Fabric, OneLake, and semantic models, or ability to ramp quickly within 90 days.
• AI & Automation – Working proficiency with Microsoft Copilot (Word, Excel, Teams) for drafting, summarizing, and analysis; practical understanding of generative AI capabilities and limits; experience with or aptitude for Power Automate (designing simple workflow automations without IT dependency); comfort operating within an AI governance framework and handling PHI/PII responsibly.
• Microsoft 365 Environment – Advanced proficiency in SharePoint, Lists, Planner, Teams, Excel; comfortable owning a tracker or workflow end‑to‑end in SharePoint/Lists rather than defaulting to spreadsheets.
• Data Literacy – Ability to read a data model, sanity‑check metrics, spot data‑quality issues, and differentiate output from outcome, insisting on outcome‑focused scorecards and reports.

Qualifications

• Education – Master’s degree in Public Health, Social Work, Healthcare Administration, Public Administration, Human Services, Organizational Leadership, Data Analytics, Business Administration, or a related field. Equivalent combination of education and directly relevant experience will be considered.
• Experience
  • Minimum 6–8 years of progressive experience in quality improvement, performance management, program evaluation, healthcare, or human services.
  • Minimum 3–5 years of supervisory experience.
  • Demonstrated, hands‑on experience building Power BI dashboards or equivalent BI tooling — not solely directing others to build them.
  • Experience facilitating performance reviews and structured improvement initiatives.
  • Experience with, or strong demonstrated aptitude for, AI‑assisted productivity tools and workflow automation.

Knowledge, Skills & Abilities

• Advanced knowledge of Continuous Quality Improvement methodologies and enterprise performance management.
• Strong understanding of program evaluation, outcome measurement, and the distinction between compliance review and proactive QI.
• Ability to facilitate improvement initiatives and lead change management with program leaders new to data‑driven practice.
• Strong facilitation, coaching, and relationship‑building skills; ability to influence without direct authority.
• Excellent written and verbal communication, including translating technical findings for non‑technical audiences.
• Strong project management skills; able to run multiple improvement initiatives and dashboard builds concurrently.
• Working knowledge of regulatory frameworks relevant to Heartshare's service lines (OPWDD/DQI, OCFS, ACS, OMH, COA/Social Current).
• Understanding of HIPAA, FERPA, and PHI/PII handling requirements as they apply to reporting and AI use.

Physical Demands and Travel Requirements

• Constantly required to exchange accurate information and operate a computer and other office tools.
• Frequently required to stand; occasionally moves about inside a building or residential setting.
• Must be able to lift or move up to 25 pounds.
• Occasionally travel to other agency sites.

Work Environment and Schedule

• Residential setting requiring adjustments or changes with scheduling, working with a team, and regular contact with individuals receiving Heartshare services.
• Active work environment that may include standing, walking, community travel, and crisis response.
• School‑based environment supporting students, families, and educational staff in a collaborative setting.
• Professional office environment with a balance of independent work and cross‑functional collaboration.
• Dynamic human services environment serving diverse populations with a strong focus on compassion, flexibility, and responsiveness.
• Trauma‑informed and client‑centered workplace requiring adaptability, professionalism, and teamwork.
• Community‑based setting with frequent collaboration across multidisciplinary teams and external partners.

Benefits

• Rewarding work in a team environment.
• Paid vacation, sick, personal days, and holidays.
• 403(b) retirement plans with employer contribution.
• Health, dental, vision, and life