Manager of Performance Evaluation

SPECIAL SERVICE FOR GROUPS, INC. Job Description Title: Manager of Performance Evaluation. Division: HOPICS FLSA: Exempt Supervisor: Senior Manager, Data & Performance Evaluation Pay Scale: $3,125.00 - $3,541.66 Semi-Monthly Revised Date: 07/27/2026 Summary Under the supervision of the Senior Manager of Data & Performance Evaluation, the Manager, Performance Evaluation leads the quality assurance and program performance function at HOPICS. The Manager oversees the QA Coordinator and QA Specialist team in reviewing and auditing assigned programs' documentation and database practices to ensure alignment with LAHSA, DHS, other funder requirements, and organizational policies. The Manager is accountable for program audit readiness, the quality and consistency of the QA function, and partnership with Program Managers on corrective action plans when deficiencies are identified. The Manager co-leads the weekly Data-QA Sync with the Data Manager and represents HOPICS performance work with funders before, during, and after monitoring visits. Essential Functions While the specific duties of this role may evolve over time, at minimum, the following are expected: Quality Assurance Team Oversight Directly supervise the QA Coordinator; hold weekly one-on-one meetings and manage performanceOversee the QA Specialist team indirectly through the QA Coordinator and step in directly when escalation requires itOversee the QA Coordinator's and QA Specialists' performance of continuous quality improvement procedures with their assigned HOPICS programsEnsure that program files are accurate and meet funder requirements in both hard-copy and electronic systems, including HMIS Clarity and DHS CHAMPMonitor selected program practices for compliance with funder, legal, and organizational requirementsEnsure identified deficiencies are corrected in support of continuous incremental improvementStrive to have all assigned programs audit-ready at all timesConduct annual performance reviews for the QA Coordinator and partner with the Coordinator on performance reviews for the QA Specialist teamSupport recruitment, hiring, and onboarding of new QA staff in collaboration with Human Resources and the Senior Manager Contract Knowledge and Funder Currency Maintain deep, current knowledge of all assigned program contracts and requirements, including LAHSA and DHS contractsRemain current on assigned program funder requirements by attending workshops, meetings, and funder-sponsored conferencesStay current with HMIS Clarity workflows, DHS CHAMP data requirements, and LAHSA pKPI definitionsEnsure the QA Team incorporates mandatory funder and grant requirements into internal audits so programs remain audit-readyUpdate the QA Team on funder-required changes to contract terms, reporting cycles, or compliance expectations Audit Program and Special Audits Own the QA review schedule across all assigned HOPICS programsLead the QA Team in special audits of programs with corrective action plans or as otherwise identified by the Senior ManagerReview all internal program audit reports prepared by the QA Coordinator and QA Specialists before issuance to Program ManagersStandardize audit protocols, rubrics, and checklists across programs and SpecialistsRemain current on denied billing, corrective action plans, and other identified issues so they can be incorporated into subsequent auditsProvide additional support and training to programs to ensure required corrections are completed Funder Audit Support and External Representation Support programs before LAHSA, DHS, and other funder audits to ensure all requirements are in placeReview funder audit results and ensure findings are translated into corrective action plansLead audit-readiness preparation for LAHSA, DHS, and other external monitoring visitsConduct program visits as needed in support of audit effortsCommunicate with LAHSA, DHS, and other funders before, during, and after auditsRepresent HOPICS performance work to funders, subcontracted partners, and other external stakeholders Corrective Action Plans and Program Partnership Oversee development of corrective action plans (CAPs) by the QA Coordinator and QA Specialists in partnership with Program ManagersReview and approve all CAPs before issuanceTrack, resolve, and document continuous quality improvement issues across the program portfolioMeet with Program Directors and Program Managers when CAP escalation is requiredServe as the escalation point when a Program Manager is not engaging with a Specialist's action plan or when an action plan is repeatedly missedIdentify cross-program trends and patterns and incorporate them into QA program design Cross-Lane Coordination Co-lead the weekly Data-QA Sync meeting with the Data ManagerPartner with the Data Manager to ensure audit findings translate into action plans the Data Team can carry into program partnership conversationsPartner with the Data Coordinator on QA-related training materials, audit-readiness guides, and findings communicationsAttend monthly Issues & Action Plans Review meetings with the Senior ManagerServe as a subject matter expert on HOPICS program performance, contract compliance, and funder expectations Special Projects and CCPD Support Lead special projects supporting CCPD priorities, department tasks, training, tool development, and communication with Program ManagersSupport agency-wide continuous quality improvement (CQI) initiatives as directed by the Senior ManagerContribute to the development of new QA tools, audit instruments, and review protocolsRegular attendance requiredMaintain and uphold Agency mission statement, values, policies, procedures, and principlesOther duties as needed Secondary Functions Perform duties as assigned by the Senior Manager, Data & Performance Evaluation and/or the Division Director as neededMaintain appropriate boundaries and adhere to SSG's Code of Ethics and HOPICS' Core ValuesRepresent the Agency in a professional manner at meetings and community eventsOvertime, holiday, or weekend work may be required Minimum Qualifications - Knowledge, Skills And Abilities Required Bachelor's degree requiredOne (1) year of management experiencePrevious experience in homeless services requiredDemonstrated experience in quality assurance, program evaluation, compliance, or audit work in a social services settingWorking knowledge of HMIS (Homeless Management Information System) and DHS CHAMP platformsStrong understanding of the LAHSA contract framework, LAHSA pKPI definitions, and DHS contract requirementsDemonstrated ability to assess program performance, document findings, and partner with program leadership on corrective action plansStrong written communication skills and experience preparing findings reports for executive and external audiencesAbility to present to internal and external stakeholders, including funders, agency leadership, and program teamsDemonstrated ability to coach, develop, and manage the performance of direct reports and team membersKnowledge of the Los Angeles County homeless services landscapeStrong organizational and time-management skills, including the ability to manage multiple audit cycles and reporting deadlinesProficiency in Microsoft Word, Excel, PowerPoint, and Google WorkspaceValid California Driver License, proof of automobile insurance, and reliable transportation; current TB test and CPR/First Aid certificationIf in recovery, a minimum of three (3) years of being drug- and alcohol-free is mandatoryAbility to work with clients from diverse cultural, ethnic, and socioeconomic backgroundsVerification of Employment Eligibility and Background CheckPre-employment COVID-19 test required 96 hours prior to start dateCOVID-19 vaccination required: all new staff must be fully vaccinated and submit their vaccination record to the Human Resources Department during new-hire orientation Non-Essential Qualifications - Knowledge, Skills And Abilities Master's degree in Social Work, Public Health, Public Administration, Public Policy, or a related fieldExperience leading audit readiness for LAHSA, DHS, HUD, or comparable public-funder monitoringExperience with database operations or managementExperience with Tableau, Looker Studio, or comparable data visualization platformsKnowledge of the SPA 6 homeless services landscapeExperience with Department of Mental Health (DMH) reporting and behavioral health quality assurance Supervisory Responsibilities Directly supervises one (1) QA Coordinator. Indirectly oversees the QA Specialist team (Specialist I and Specialist II) through the Coordinator structure. Environmental Conditions (Working Conditions) The work environment for this position includes both office- and field-based settingsMust be able to work in a busy, fast-paced environment with competing prioritiesMust be able to problem-solve and adapt to unpredictable changesMust be able to work with highly aggressive clientsMust be able to work in various shelter environmentsMay be exposed to noisy, loud, or disruptive environments and must communicate with courts, outside community agencies, and other stakeholders Physical Requirements In the course of performing this job, the incumbent typically spends time sitting, standing, walking, speaking, thinking, listening, driving, and carrying up to 20 pounds. The incumbent must sit at a computer for data entry and report preparation and may spend time driving, walking, and carrying equipment, files, or charts. The incumbent communicates with staff and outside agencies in public and provider meetings and must represent the Agency in a professional and positive manner. Mental Requirements Manage uncontrollable changes in priorities and work schedulesRelate to others beyond giving and receiving instructionsTolerate exposure to inappropriate behavior and language of othersHandle interruptions and changes in priorities or work schedules while processing information, thinking, and conceptualizingPerform simple, repetitive, complex, or varied tasksComprehend and follow instructionsMaintain a work pace appropriate to the assigned workloadEffectively influence people on a consistent basisMake generalizations, evaluations, or decisions without immediate supervisionAccept and carry out responsibility for direction, control, and planningCommunicate information to callers, research material to answer callers' questions, and respond professionally and courteously Powered by JazzHR LE8wFRyIx2