Sr. Quality and Training Specialist (Youth & Family Services)

About the role

The Senior Quality and Training Specialist within the Youth & Family Services (YFS) Division’s Continuous Quality Improvement (CQI) team plays a crucial role in ensuring quality services and employee performance. This position collaborates with state and federal partners to maintain quality processes and mitigate safety and risk.

Responsibilities

• Perform root-cause analyses and assessments at the organizational, team, and individual levels.
• Test services, analyze results, and make recommendations for improvements.
• Ensure services meet specifications and understand and ensure regulatory compliance.
• Develop and implement processes and procedures 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 recommend changes to internal procedures to prevent future quality issues.
• Assess the impact of process changes on quality.
• Develop assessment tools and data collection methods to identify service delivery/compliance problems and participate in altering systems as necessary.
• Assess the training needs of employees.
• Aid in marketing training programs to enhance employee awareness and participation.
• Consult with internal customers to address identified performance problems and recommend, develop, and deliver appropriate learning solutions.
• Develop and deliver both traditional classroom and online training using research, subject matter experts, or other knowledge sources to create effective original training programs customized to meet the specific needs of the department.
• Identify meaningful ways to measure the effectiveness of various training solutions provided to the organization.
• Manage the training equipment, training budget, and supplies, if applicable in the area of assignment.
• Partner with management to assess performance problems through various information gathering methodologies such as focus groups, surveys, and employee interviews in order to provide an appropriate recommendation.
• Obtain, organize, or develop training procedure manuals, guides, or course materials, such as handouts or visual materials.
• Plan, implement, and evaluate training activities for employees.

Requirements

• Minimum of four years of quality control or training experience.
• Bachelor's degree in a related field.
• Experience in multiple Child Welfare areas (i.e.: Intake, Investigations, Family in Home Services, Permanency Planning, Adoptions, Independent Living) preferred.
• Strong understanding and knowledge of the North Carolina Child Welfare policies.
• North Carolina Pre-Service Training Completion preferred.

Qualifications

• Requires a valid North Carolina or South Carolina Driver's License.
• Requires County Driving Privileges.

Skills and Abilities

• Knowledge of modern office practices and training technical information.
• Expertise in programs in area of assignment.
• Working knowledge of quality assurance program practices; planning and development of assessment tools and techniques to include use of software and reporting mediums.
• 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.
• Develop recommendations to solve problems in different program service areas by assisting in planning goals and developing deficiency resolutions.
• Provide technical assistance, consultation to staff.
• Exercise judgment and discretion in interpreting and applying quality standards, policies and procedures.
• Communicate effectively with professional and administrative personnel.
• Maintain effective working relationships with various staff.
• Assess problems and coordinate resolutions with various parties.
• 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.
• 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.
• 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.
• 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.
• Adaptability: Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures.

Benefits

Mecklenburg County offers a competitive compensation package including a salary range of $57,346.00 to $71,682.50 for this 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.

Pay

This position is exempt, salaried, and the pay range is $57,346.00 to $71,682.50 annually.

Schedule

The work schedule for this position follows standard business hours.