Quality Assurance Manager

QUALIFICATIONS AND CAPABILITY SUMMARY

• Increasing supervisory responsibility;

• Exceptional skills interacting with families;

• Marketing skills and customer service skills;

• Good communication skills;

• Excellent time management skills;

• The ability to handle multi-tasks;

• Created a brochure for Person Centered Planning for the individuals we worked with;

• Changed the application process for someone who is entering the system, this was done with a group of families;

• When I took over Georgia Intake & Evaluation there were no protocols, developed protocols for staff to follow statewide;

• I have also supervised individuals in the jobs that I have had over the past 18 years. For Intake & Evaluation I supervised 200 staff;

• I worked with staff who were under performing and increased their skills;

• I have also supervised individuals in the jobs that I have had over the past 18 years.

• In Massachusetts, I worked with children and their families; I also worked in an ICF-MR.

CAREER ACHIEVEMENTS

GEORGIA Division of Behavioral Health and Developmental Disabilities, Atlanta, Georgia

2/02-8/11

October 2010 to August 2011, Project Administrator

• Oversee the Supports Intensity Scale and Health Risk Screening Tool.

• Train across the state on the Individual Support Plan.

• Becoming a Person Centered Trainer

• Manage the Contracts for Supports Intensity Scale, HRST, and Person Centered Training.

• Assist the quality manager with web based system for case management services.

• Work collaboratively with Child and Adolescent Person to ensure ISPs are well written.

• Part of the State Quality Improvement committee that meets quarterly to address issues.

2005- 2010 Intake and Evaluation, Planning List Administration, and Support Coordination Manager:

Statewide responsibility for the development of programmatic and procedural protocols for Intake and evaluation, Planning List Administration and Support Coordination services for 17,000 persons with developmental disabilities

• Responsible for 200 plus staff that include physicians, nurses, social workers, psychologists, and behavior specialist who complete intakes and perform assessments

• Conduct monthly meetings to address issues, provide training, and provide follow up on identified issues

• Provide oversight to ensure compliance with protocols and statewide consistency in implementing state and federal regulations for the Medicaid Waiver Programs

• Perform site visits as necessary and appropriate to ensure providers are meeting all requirements for Medicaid waiver programs

• Responsible for implementing web based information system to track all data; developed protocols for use and ensure staff are trained and using; continue to work with contractor to upgrade system so it meets needs of all users

• Manage contracts for two assessments, the Health Risk Screening Tool and the Supports Intensity Scale; oversee and monitor contractual expenditures, ensure contract compliance and deliverables are met

• Coordinate contract work Michael Smull, consultant, for the Good 2 Great project across the state to build person centered organizations; participate and follow through on recommendations made through monthly meetings with selected organizations, coordinate meetings, etc.

2003-2005 Family and Natural Supports Manager

• Provide leadership to the Division on family and natural support services, developed the Natural Support Enhancement Handbook, provided training to providers and support coordinators

• Manage state contracts with the Marcus Institute and the Emory Autism Center

• Develop effective collaboration with providers, advocates, families, consumers to maximize impact on family and natural support delivery

• Assist the Director of Developmental Disabilities in the implementation of the state plan for autism

• State representative to the State Transition Steering Committee

• Provide direction to the Real Choice Quality Improvement Grant, particularly in the area of developing person centered plans for individuals receiving services

2002-2003 Developmental Disability Specialist in the Region

• Coordinated DD waiver activities for the region, authorized eligible individuals to participate in waiver and state funded programs; maintained accurate regional data in the waiver information system; developed contractual expectations and outcomes

• Managed regional DD planning list; ensured due process; worked closely with consumers and their families to meet the needs of individuals; managed the day to day operations and issues between the regional and the clinical evaluation team; managed all aspects of provider participation and consumer placements.

• Conducted site visits of DD programs to review quality of services; analyzed discrepancies between findings of visits and support coordinators monthly reports; provided training to support coordinators in this area to ensure consistency and quality improvement in the region.

• Worked closely with families to ensure satisfaction with services; resolved or participated in the resolution of complaints of consumers, families, and agencies.

• Reviewed all ISPs on an annual basis, monitoring safety, behavioral, and health issues of each individual receiving services.

1999- 2002 ARC COBB, Marietta, Georgia

Service Monitor / Coordinator Supervisor

• Monitored services to individuals with Developmentally Disabilities who received Medicaid Waiver services in the Cobb / Douglas Region.

• Supervised all Service Monitors/ Coordinators employed by the agency in addition to coordinating services for a caseload of 20 individuals.

• Trained Service Monitors/ Coordinators on policy and procedure, how to write ISPs, DMA-6s, DMA-80s, MAO, documentation requirements, and waiver requirements.

• Coordinated the agency’s quality assurance efforts; conducted regular meetings, submitted quarterly reports to the regional office, developed staff training manual; maintained documentation of all staff training.

• Coordinated services across agency, advocated for individuals and their families, particularly when, families were dissatisfied with services received, worked with the current provider and if resolution were not reached, assisted families in choosing a new provider.

1997-1999 NORMAL LIFE OF GEORGIA / RESCARE, Tucker, GA

Program Director

• Hired by a company new to the Atlanta area to provide residential supports to individuals with developmental disabilities; initially marketed to families and individuals about our services.

• Supervised eight Program Managers in their role of coordinating services for the Individuals receiving services.

• Trained home staff on a bi-weekly basis to increase their awareness of needs of the individuals with developmental disabilities.

• Conducted Quality Assurance visits to the agencies twenty-five homes on a quarterly basis, citing areas that needed improvement and reviewing the subsequent plans of correction with the agency director and program managers.

1993-1996 LIVING CENTERS OF AMERICA, Jacksonville, Florida

Residential Director

• Responsible for the overall administration and management of an ICF-MR facility for twenty-four medically fragile individuals.

• Developed, coordinated and managed all health care, medical, psychological, therapeutic, nursing, behavioral management, and daily living programs and activities.

• Overall responsibility of management of 60 staff, directly supervised department head staff which included Physician, Director of Nursing and staff of nurses, Program Director, Dietician, Maintenance; and all Occupational, Physical, and Speech Therapists

1979-1993 MASSACHUSETTS DEPARTMENT OF MENTAL RETARDATION, Dudley, MA

Service Coordinator

• Over the fourteen years had several different caseloads, started out with a children’s caseload; caseload was about 100. Made home visits, assisted families in getting the services they needed to maintain child in home setting, co chaired a parent support group, appealed social security decisions, advocated for children to receive educational inclusive services

• Later, had a caseload of 30 individuals who resided in residential settings, coordinated and facilitated service plans in accordance with regulations, monitored progress and visited day and residential settings.

• Coordinated and facilitated Support Plans, in accordance with regulations, for individuals residing in community based residential programs and attending day programs funded by the state.

• Participated in budgetary, planning and evaluation processes.

• Coordinated family support groups.

• Assisted parents in advocating for Special Education services and advocating for SS-I benefits.

• Participated in PASS training.

1976-1979 MONSON DEVELOPMENTAL CENTER, Palmer, MA

Social Worker

• ICF-MR unit social worker

• Coordinated guardianship procedures

• Applied for Social Security benefits

• Human Rights Officer

• Liaison between facility and family

EDUCATION AND PROFESSIONAL DEVELOPMENT

BA in Sociology, University of Massachusetts

Amherst, Massachusetts, 1976

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