Quality Manager

Coordinated Care Agency (CCA) a dba of the Archdiocesan Housing Authority offers comprehensive services enhanced shelter and housing for people experiencing deep poverty and homelessness.

The purpose of our work is to ensure that people have access to the healthcare and supports that they need to thrive. The team works to promote social changes to dismantle systemic racism injustices and inequities that contribute to housing instability. We approach our clients and colleagues through a trauma informed lens based on the knowledge and understanding of how trauma affects peoples lives. invoi

Position Description:

The Quality Manager is responsible for maintaining policies and procedures implementing compliance and risk management systems and overseeing training and quality improvement initiatives for Coordinated Care Agency.

The incumbent is supervised by the Compliance Manager and works closely with on-site program staff to achieve quality management goals and ensure excellent quality across CCA properties.

They ensure smooth day-to-day operations of the Compliance department and also provide critical support during periods of transition new employee training staff vacancy lease up or uneven workloads. While the primary focus is on compliance timelines and training it is also important to support the other aspects of property management such as occupancy and key performance indicators (KPIs).

This position offers a compensation range of $34.38 $38.24 per hour (DOE)

Fulltime 40hour position include a competitive benefits package:

• Medical dental and vision coverage plus life insurance and longterm disability
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options
• Generous paid time off including paid sick leave 15 vacation days 12 paid holidays and 1 personal holiday
• CCS/CHS 403(b) Employee Savings Plan
• Employee Assistance Program (EAP)

COMPLIANCE OVERSIGHT

• Oversee Key Performance Indicators (KPIs) for fiscal management occupancy compliance and accounting across CCA programs ensuring documentation meets contract auditing and all applicable standards.
• Develop and implement strategies for compliance issues and quality management systems; maintain organized and complete files and collaborate with managers to apply corrective measures when necessary.
• Monitor and analyze occupancy compliance and accounting KPIs for programs below benchmarks coordinating with the Compliance Team and program leadership to address deficiencies and implement improvements.
• Conduct analysis of agency management software for accuracy work with the Compliance Manager or Program Manager to resolve concerns.
• Oversee initial file reviews before Real Page compliance checks to minimize adjustments.
• Support agency leadership during absences by performing file audits reviews and certifications in agency software and maintain up-to-date knowledge of technical requirements for various funding sources.
• Manage audit workflow processes to identify and provide necessary support.

PROPERTY MANAGEMENT OVERSIGHT

• Ensure compliance with all contract requirements federal housing standards and fair housing laws working closely to develop and implement a compliance management plan.
• Monitor property operations using property management software including tenant ledgers cash receipts transactions move-ins move-outs and generating month-end reports.
• Track occupancy/program utilization rates turn schedules/program vacancy for programs
• Support the Property Management Team by ensuring timely and accurate income certifications adhering to the Tenant Selection Plan or program enrollment requirements and assisting with program enrolment paperwork or lease-up paperwork and processes from enrollment/lease signing and move-in inspection/orientation through final compliance approval.

TRAINING

• Develop comprehensive training curricula on property or case management systems invoicing and industry best practices for management staff.
• Ensure the consistent provision of group trainings and one-on-one sessions as required.
• Prepare site- and unit-specific training materials and roadmaps for new lease-ups complex properties and specialized programs.
• Oversee compliance and fiscal management training for both new hires and on-site managers requiring additional support.
• Design tools to enable staff to successfully complete re-certifications thereby minimizing corrections on compliance files.
• Coordinate property management software and systems set-up including training for new employees and teams in need of further assistance.
• Administer office and file organizational plans across all CCA Programs.
• Manage accounts for learning management software and ensure access for relevant personnel.

SITE STAFF SUPPORT AND LEADERSHIP

• Act as liaison for Compliance Team with property leadership staff
• Strategize with Compliance team and property staff to ensure coverage during vacant positions to keep processes moving (i.e. lease up rent collection compliance voicemail etc.) or during uneven workloads.
• Participate in the onboarding of new property management staff and provide training and coaching during probationary period.
• Manage log in credentials for applicant background screenings for property managers.
• Provide leadership to staff in the areas of property management and compliance as well as in the area of supporting and promoting the mission of the agency and advocacy in the community.
• Develop and maintain a workplace that values and supports a culturally and ethnically diverse work environment.

EFFECTIVE COMMUNICATION

• Communicate property status issues and progress with multiple audiences
• Provide feedback to Compliance team regarding on-site staff performance and training needs
• Able to effectively communicate orally and in writing policies procedures and compliance regulations through one-on-one training interventions and via electronically on Teams and emails

Job Conditions:

This position requires the employee to work in an environment where there may be exposure to illicit drug residues and fumes bloodborne pathogens or other bio-hazardous materials in the course of doing business. Other exposures could include cleaning supplies chemicals involved in pest control paint and other materials used in building maintenance building temperature fluctuations dust noise pests and working conditions may include interruptions working alone evening or weekend work responding to emergencies and working on-call.

This position also requires the employee to work with clients who may have untreated or poorly treated substance use and mental health disorders. These clients may demonstrate challenging behaviors that require staff support for de-escalation or redirection.

Physical Requirements:
The requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The employee is frequently required to talk hear stand walk use hands to finger/ handle/feel/type operate office machinery and reach with hands and arms. Requires the ability to regularly push pull lift and/or carry supplies up to 20 pounds and occasionally up to 40 pounds.
• Specific vision abilities required by the job include close vision distance vision color vision peripheral vision depth perception and the ability to adjust focus.
• Work takes place at the agency work location for the duration of the scheduled shift where long periods of sitting working on a computer walking to various work areas going up and down stairs and standing are required.

Mental Requirements:

The cognitive skills needed to complete tasks including abilities such as learning remembering focusing categorizing and integrating information for decision making problem-solving and comprehending.

Minimum Qualifications

• At least 5 years of property management or program management experience in affordable housing or human services with regulatory restrictions or rent subsidies (including Tax Credit financed properties) plus a minimum of 2 years in a compliance management role.
• Strong supervisory experience including hiring coaching training and evaluating staff.
• Demonstrated ability to work independently organize prioritize and complete tasks efficiently while identifying systemic gaps and developing processes for improved consistency.
• Effective oral and written communication skills with experience providing culturally competent services and working successfully in multicultural environments.
• Proficient in property management software computers (especially Windows MS Office and Real Page) and able to learn new systems as needed.
• Ability to identify issues analyze options and implement resolutions.
• Excellent communication and teamwork abilities self-motivated with a positive attitude.
• Possession of a valid drivers license auto insurance or reliable transportation for site visits (mileage reimbursement provided).
• Commitment to the mission goals values and best practices of Catholic Community Services/Archdiocesan Housing Authority and a willingness to support a collaborative respectful and creative team environment.
• Criminal history background checks required prior to employment.

Preferred Qualifications

• Experience with quality management and/or systems analysis.
• Multi-family property management experience of a large property of 150 units and/or two or more multi-family property sites.
• Experience in housing with resident support services provided on site.
• Industry-accepted certifications such as NCHM START Certification by Spectrum etc.

Note to Internal Candidates: HR reviews internal compensation and determines any increase based on their experience and also agency internal equity factors.

Catholic Community Services and Catholic Housing Services is an Equal Opportunity Employer. Please let us know if you need special accommodations to apply or interview for this position.

EMPLOYEE/EMPLOYER PLEDGE: We will not tolerate attitudes behaviors or statements that alienate offend or injure any person associated with CCS because of their racial or ethnic origin. We will enable and support all efforts to become aware of and eliminate racism and racist behaviors within CCS and the broader community. We will take exceptional steps to identify and root out such biases especially where there appear to be long standing institutional patterns of unacceptable behavior or lack of performance.