Quality Assurance & Service Coordinator Manager - Remote

About the Role

Join Wallick Communities, a 100% employee-owned company with over 55 years of experience in providing affordable housing and assisted living for families and seniors across the Midwest. With 1,000+ associates and a mission to open doors to homes, opportunity, and hope, we take pride in fostering a supportive and collaborative work environment where every employee-owner plays a vital role.

Responsibilities

• Lead RRN’s quality assurance processes and standards for the service coordination program. Conduct remote and onsite reviews of Service Coordinator files, documentation, program data, privacy practices, supportive services plans, and compliance with applicable program, contract, and funder requirements. Onsite visits may include observation, file review, meetings with staff or property partners, and follow-up on identified concerns.
• Directly supervise an assigned group of Service Coordinators through regular one-on-one meetings, onboarding support, scheduling and timekeeping oversight, performance expectations, coaching, evaluations, accountability, and goal setting. Coordinate with leadership or HR on performance concerns when needed.
• Provide ongoing training, coaching, technical assistance, and guidance based on QA findings, onboarding needs, recurring deficiencies, program changes, and professional development needs. Support consistent implementation of RRN standards across direct and third-party Service Coordinators as appropriate.
• Evaluate program quality and effectiveness for residents and property partners. Analyze trends and recurring issues, identify systemic gaps and training needs, and recommend practical improvements to policies, procedures, documentation, onboarding, data practices, and service delivery.
• Prepare clear and accurate QA reports identifying findings, strengths, trends, risks, and opportunities for improvement; communicate recommendations to leadership; and support assigned QA services for external partners or clients. Significant QA findings involving the Manager’s direct reports will be elevated to the Executive Director or designee for secondary review before formal corrective action is taken.

Requirements

• Bachelor’s degree or an equivalent combination of education and job-specific experience that provides the knowledge, experience, and competencies required to successfully perform the job at the level listed. Social Work degree and professional licensure preferred.
• Demonstrated experience in quality assurance, program evaluation, data analysis, and staff supervision or coaching.
• Knowledge of HUD Multifamily Service Coordination, affordable housing resident services, or similar human-services programs preferred.
• Experience with Resident Connect or a similar case management, service coordination, or data management system preferred.

Skills

• Quality Assurance and Continuous Improvement: Strong ability to evaluate program quality, identify patterns and gaps, and translate findings into practical improvements.
• Supervision and Coaching: Ability to set clear expectations, coach staff, address performance concerns, support professional development, and maintain accountability.
• Data Analysis: High level of skill in applied qualitative and quantitative data analysis.
• Detail Orientation: Excellent attention to detail and highly organized and accurate data collection and documentation review.
• Social Work: Knowledgeable about social work theory, principles, and practices and their application within resident service coordination.
• Communication and Collaboration: Excellent written, verbal, and public speaking skills, with the ability to build productive relationships and communicate effectively with diverse audiences.
• Judgment, Flexibility, and Organization: Sound judgment, strong organizational skills, ability to work independently, and openness to changing priorities, work assignments, and locations.
• Technology Proficiency: High level of skill in using Microsoft applications, particularly the Microsoft Office suite of products, and comfort working in program data systems.

Benefits

• Health, dental, and vision insurance effective within 2 weeks of starting your new job.
• Gym membership reimbursement.
• Paid parental leave.
• 401K with company contributions.
• Paid time off, including paid parental leave.
• Tuition reimbursement and professional development opportunities.
• Pay-on-Demand: access your money as you earn it.
• Employee ownership, sharing in company profitability.

Pay

$55,000 – $58,000 annually + Benefits

About Wallick Communities

Wallick Communities is a 100% employee-owned company with a mission to open doors to homes, opportunity, and hope for our residents, associates, and community. Our core values—Care, Character, and Collaboration—guide everything we do. We celebrate Diversity, Equity, Inclusion + Belonging (DEI+B) in our workplace and communities, ensuring all associates feel welcome, respected, and empowered.