SSV Training/Quality Manager

GENERAL STATEMENT OF DUTIES

The Social Services Training & Quality Manager provides strategic leadership, development, and oversight of the agency’s training, quality assurance, and workforce development systems to ensure high-quality service delivery across all Social Services divisions.

This position is responsible for designing and implementing comprehensive training programs aligned with agency goals, improving staff performance, and ensuring compliance with state and federal standards. The role leads the development of quality management systems that monitor outcomes and support continuous improvement.

This position serves as the lead for systems training across all divisions, acting as the primary liaison for agency systems. The role ensures that all staff are effectively trained on system functionality within their designated program areas, provides onboarding training for new employees, and delivers ongoing training related to system updates and enhancements to support programmatic operations and service delivery. 

DISTINGUISHING FEATURES OF THE CLASS

This position operates at a strategic leadership level and is responsible for integrating training, system functionality, and quality assurance across multiple Social Services program areas, including Children’s Services, Adult Services, and Economic Services.

The Training & Quality Manager works collaboratively with executive leadership, program managers, supervisors, IT staff, and external partners to ensure training and systems are aligned with operational needs, regulatory requirements, and best practices.

DUTIES AND RESPONSIBILITIES

Essential Duties and Tasks

• Serve as the agency’s primary systems training lead and liaison across all divisions 
• Develop and deliver onboarding training for new staff related to system functionality and program operations 
• Provide ongoing training on system updates, enhancements, policy changes, and workflow integration 
• Assess agency-wide training needs in collaboration with leadership and develop strategic training plans 
• Plan, design, implement, and evaluate training programs aligned with agency goals and service delivery standards 
• Collaborate with IT, program leadership, and external partners to ensure systems support operational effectiveness 
• Analyze training outcomes and performance data to improve workforce competency and program effectiveness 
• Communicate training updates, outcomes, and performance trends to leadership and stakeholders 
• Support quality assurance and continuous improvement initiatives across divisions 
• Serve as liaison for special projects, contracts, and cross-agency initiatives 
• Maintain training records and prepare reports to evaluate training effectiveness 
• Represent the department in county-wide and external training and systems initiatives 
• Perform other duties as assigned 

RECRUITMENT STANDARDS

Knowledge, Skills, and Abilities

Knowledge of:

• Social Services programs, policies, and regulatory requirements 
• Adult learning principles and instructional design methods 
• Case management and operational systems (e.g., NC FAST, PATH NC, or similar platforms) 
• Quality assurance and continuous improvement practices 

Skills in:

• Training program development and facilitation 
• Strategic planning and workforce development 
• Data analysis and performance measurement 
• Collaboration and stakeholder engagement 

Ability to:

• Translate complex system functionality into practical application for staff 
• Communicate effectively with all levels of the organization 
• Assess training needs and develop effective solutions 
• Manage change and support organizational improvement efforts 
• Build and maintain effective working relationships across divisions 

Minimum Education and Work Experience

Master’s degree in Public Administration, Human Services, Education, Organizational Development, or a related field and four (4) years of experience in training, workforce development, or quality management, including at least one (1) year of supervisory or lead experience;

OR

Bachelor’s degree in a related field and six (6) years of experience in training, workforce development, or quality management, including at least two (2) years of supervisory or lead experience.

Preferred Qualifications:

• Experience in Social Services or human services settings 
• Experience with systems training and implementation 
• Experience with quality assurance or continuous improvement initiatives 

Residency Requirement

• Position will be located in Greensboro; however, will require travel to the High Point office and other community sites

Transcripts are required. Copy of transcript must be submitted with application for consideration. Official college transcripts required at time of hire.

Physical Demands and Work Conditions

Must be able to physically perform the basic life operational functions of standing, walking, pushing, pulling, lifting, fingering, grasping, talking, and hearing.
Must be able to perform light work exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
Must possess the visual acuity to prepare data and statistics, operate a computer terminal and audio-visual equipment, and do extensive reading.  Some positions in this class require the operation of a motor vehicle to go to various agency sites and locations.

May Require Driving 
This position may require driving for this position whether driving a County owned or personal vehicle to conduct county business such as but not limited to attending conferences, meetings, or any other county related functions.   Motor Vehicle Reports may be verified for valid driver's license and that the driving record is compatible with the county's driving criteria.
If a personal vehicle is operated for county business proper insurance is maintained as per Guilford County's vehicle use policy.
 

Special Note

This generic class description gives an overview of the job class, its essential job functions, and recommended job requirements.  However, for each individual position assigned to this class, there is available a completed job description with physical abilities checklist that can be reviewed before initiating a selection process.  They can provide additional detailed information on which to base various personnel actions and can assist management in making legal and defensible personnel decisions.

Salary : $69,525 - $86,907