Program Specialist - Training, Development and Quality Assurance

Basic Function: Under general supervision, the Program Specialist supports quality assurance and performs functions to track, develop, and meet compliance and quality standard goals and objectives.
This position may independently manage a reduced or full caseload of families who participate in the Alternative Payment Program and focus on any or a group of the following specializations: case management, training, development, quality assurance, policy & procedures.
Minimum Qualifications: Candidates must possess the education, training and/or experience that demonstrates the minimum knowledge, skills, and abilities necessary to fulfill the job responsibilities.
Demonstrate leadership, flexibility, mission-focus, and a culture of development; able to create and maintain positive work relationships, and create a healthy work atmosphere; function as a role model to create a culture sensitive to the diverse socio-economic, cultural, and linguistic needs of the families CDA serves; provide encouragement, and an optimistic outlook; ability to remain calm and defuse challenging situations; communicate clearly and ensure a good flow of communication with peers, supervisors, and others within the agency.
Maintain confidentiality; use tact, diplomacy and discretion when working with staff and clients; adapt to new situations, policies and procedural changes. Accountable, organized, and able to prioritize; able to follow, interpret and apply organizational and program policies, procedures and state regulations; able to work under pressure and with strict deadlines.
Must be able to independently and successfully manage an assigned caseload; have intermediate to advanced experience and knowledge sufficient to coordinate, interpret, and evaluate case management tasks and activities. Able to work independently, initiate and manage projects, priorities; be dependable, reliable, and adaptable; must be resourceful and have the ability to problem solve. Excellent writing skills and keen attention to detail. Able to develop clear, thorough and meaningful training for small to large groups.
Proficient use of office equipment, such as adding machines, calculators, scanners, copy and fax machines, phone system and file cabinets in a safe manner; effective use of Microsoft Office, Adobe, audio-visual equipment, learning software programs, and any other system for fulfilling job responsibilities.
Certification of good DMV record. Valid auto registration and insurance. Position may require occasional driving and/or for the purpose of attending off-site meetings, training and travel between CDA offices.
Summary of Responsibilities:
Training & Development
1. Create, develop, coordinate and present comprehensive training and/or resource material related to program activities and initiatives and desired results to reduce identified error trends; maintain history of documents; conduct one-on-one or group trainings.
2. Participate in onboarding activities for new CES staff by providing positive guidance and technical support to ensure a successful transition into their assigned caseload; providing regular status updates on staff’s training performance.
3. Provide regular technical guidance and support to uphold an understanding of CDA quality standards, policies and procedures, and state rules and regulations; provide day-to-day problem-solving as necessary on program-related needs and issues; ensure the supervisor and/or program manager is informed of issues as required.
4. Assist in scheduling and participating in various on-site and off-site meetings and training events in compliance with department needs; may represent CDA at community events and/or functions as assigned.
Quality Assurance
5. Review files for accuracy and program compliance, maintain performance log from file review results. Identify program performance trends from audit results; communicate results timely and directly to supervisor.
6. Lead or participate in the collection, compilation, and analysis of program activity data for internal review and quality assurance purposes; recommend, organize, and implement methods and procedures to enhance operations as appropriate and with approval from the supervisor and/or program manager.
7. Participate in agency audits, annual state fiscal audits, and quality reviews to ensure accuracy and compliance with state regulations and CDA policies and procedures.
8. May be assigned as the office contact for system program software (CC3). Serve as primary software Subject Matter Expert (SME) for office. Duties may include review and analysis of software documentation and training materials which may include written release notes and/or videos. Responsible for software testing, troubleshooting, reporting of issues and training staff on new software features.
Case Management & Support
9. Serve as team leader, responding to case management questions and providing team guidance; aiding in the development of the team to resolve complex case management issues as needed.
10. Mentor individual staff members; observe phone calls, in-person client interactions/ enrollments/recertification appointments for onboarding, guidance and support.
11. Coordinate team assignments to ensure weekly goals are achieved; assess workload and assign duties as needed within the teams; assist in maintaining daily performance reports, providing regular status updates on staff performance.
12. Distribute and cover vacant caseload(s) when needed, traveling to and from branch offices as required.
13. Review files for accuracy and program compliance. Identify program performance trends from audit results; communicate results timely and directly to supervisor.
Policy & Procedure Development
14. Track and interpret management bulletins and other regulatory communications to remain abreast of changes affecting the child development programs; prepare initial draft or revision to update CDA program policies and procedures in response to new directives.
15. Maintain documents, handbooks, training materials and manuals, etc. up-to-date using a standardized system for all program/funding units; arrange for translation of documents; format and finalize documents received back from translations as needed.
16. Contribute to the development of CDA’s policies and procedures by participating in policy discussion, planning and coordinating, implementation and execution, and other initiatives.
17. Prepare communications to update parents, providers, and staff; maintain the intranet and internet current with relevant forms, documents, and other information; prepare and coordinate mass mailings, email and/or voice message blast.
Non-Essential Duties and Responsibilities:
1. Assist program Appeal Officer with the coordination of parent appeal hearings.
2. Serve as a liaison, maintaining positive working relationships with partner agencies.
3. Assist in scheduling and participating in various on-site and off-site meetings and training events in compliance with department needs; may represent CDA at community events and/or functions as assigned.
4. Contribute to team effectiveness and success by completing various other assignments, projects, reports, as needed.
5. May assist with purchasing of business supplies and equipment according to established procurement procedures; organize storage rooms and maintain inventory.
Work Schedule: Full-time, 40 hours per week; Monday–Friday 8:30 AM to 5:00 PM.
Office/Remote (hybrid) options available after training has been completed.

• Please note that all training is done in person. When actively training, staff is required to work in office.

Salary: $29.31 per hour; Non-Exempt
Benefits: Choice between 3 low deductible medical plans and 2 dental plans. Vision, flexible spending account for health care and dependent care, and legal service plans available. Paid holidays, sick pay and vacation time. (Up to 5 days’ vacation after first year, up to 10 days after second year, additional 4 holiday bonus days after 3 years, and up to 15 days after 10 years of employment.) Long-term disability, group and voluntary life insurance plans. Annual employer contribution plan and employee 401(k) contribution plan.
Drug Free Statement: It is CDA’s objective to achieve a drug-free workplace. Any applicant for employment will be expected to behave in accordance with this objective because the use of illegal drugs is inconsistent with our requirement to maintain a Drug Free Workplace, and the special trust placed on CDA as a contractor.

Job Type: Full-time

Pay: $29.31 per hour

Salary : $29 - $0