Associate Director of Quality and Performance Improvement
at Heartland Alliance

Date Posted: 7/30/2020

Job Description

Summary: The Associate Director of Quality and Performance Improvement is responsible for the design, development, and coordination of all quality improvement initiatives, and structures and systems for the SAFEty Initiatives.  This individual will also be responsible for the preparation and coordination of research projects.  The Associate Director of Quality and Performance Improvement reports to the Senior Deputy Director, under limited supervision. This position will ensure program services are provided in a quality manner and in accordance with organization, funder, and accrediting standards.  The Director is essential in guiding plans for efficient and effective use of agency’s Case Management System (CMS) and leading efforts to leverage data to articulate the impact of programs. The Director will demonstrate strong Constituent Relationship Management (CRM) or CMS administration and understanding of program evaluation. The candidate will coordinate cross-functional teams utilizing data to inform decision-making and assess outcomes. This is a strategic position and as such will be an integral member of the SAFEty Initiative Leadership Team. Individual accountabilities and work volume will be established through the development of annual Success Objectives, within the framework outlined below.

Essential Duties and Responsibilities:

  • Oversees quality improvement initiatives by analyzing trends in program performance outcomes, data quality, and program compliance in order to determine root causes of emerging issues and recommend improvement opportunities.
  • Drives all logistics, methodologies, project management and communication on quality improvement related projects.
  • Identifies and develops effective processes and tracking systems to support program operations and compliance and operate ensure efficiency and effectiveness

  • Coordinates with SAFEty and HHCS leadership to ensure appropriateness of indicators for program impact, quality improvement and outcome evaluation.

  • Collaborate with program leadership to identify, design, and implement quality management projects, quality management oversight, and data analysis initiatives to ensure maximum utilization of data for outcome assessment.
  • Acts as the primary liaison between the SAFEty Initiative and its Case Management System (CMS) software administrator, CMS Analyst, and Director of Data Analytics and Database Administration

  • In alignment with the Senior Deputy Director, provides guidance and direction on program functionality to the CMS Administrator and CMS Analyst. 

  • Advances the the HHCS Integrated Data Strategy to include system utilization, user adoption, cost-effective licensing, data assurance and quality control, and training.

  • Develops standard and custom reports in CMS for use by executive and program management.

  • Participates on corporate wide data transformation projects to support accurate integration of, and alignment with, CMS SAFEty data.

  • Assures timely reporting of programmatic data by developing, tracking and coordinating the submission of reports to funding agencies.

  • Supports the development of quantitative and qualitative research projects to enhance the knowledge of the population(s) served.

  • Provides research and written analysis of issues as assigned.

  • Collaborates with other functional areas within SAFEty to maintain service integration, provide technical assistance, assure quality, and address emerging issues.

  • Ensure all quality improvement activities align with HHCS’ Quality Management procedures.  Consult HHCS’ Director of Quality Management as appropriate.
  • Serve on the Total Quality Management and Case Management System (CMS) committee

  • Adheres to professional standards as outlined by governmental bodies, NASW (and/or other appropriate professional associations), COA, CARF, private funding sources, and agency policies.

  • Develops and implements a strategic plan for maintaining CARF and COA accreditation.


  • Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
  • Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
  • Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
  • Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
  • Managing People – Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates’ activities; Makes oneself available to staff 24 hours per day, seven days a week; Provides regular performance feedback; Develops subordinates’ skills and encourages growth.
  • Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
  • Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
  • Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
  • Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
  • Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
  • Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
  • Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
  • Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
  • Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
  • Interpersonal Skills – Focuses on solving conflict, not blaming; Maintains confidentiality; Listens and remains open to others’ ideas and tries new things.
  • Adaptability - Adapts to change in the work environment; Manages competing demands; Changes approach or method.

Education and/or Experience: Bachelor’s degree in a social service, or business, software engineering, computer science-related discipline.

  • 3- 5 years of advanced experience constituent relationship management (Salesforce preferred), database management, project management and data system transformation.
  • Experience with application and software development, as well as, developing participant-facing interfaces.
  • Knowledge and understanding of program evaluation methodologies, or aptitude to learn these methodologies and strong analytical skills.
  • Experience in coordinating cross-functional teams to develop functional and technical requirements to meet users’ needs.
  • Demonstrated ability to lead and communicate in a team environment, with 3-5 years’ experience in leading teams or guiding other staff members.
  • Excellent communication skills, including the ability to handle high stress situations effectively with tact and diplomacy.
  • Proficient at using Tableau (or similar data presentation software), Access and Excel.

Language Skills:  Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and/or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills:  Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Physical Demands: The physical demands 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.

  • While performing the duties of this job, the employee is regularly required to sit and talk or hear. 
  • The employee is frequently required to use hands to key, finger, handle, or feel and reach with hands and arms. 
  • The employee is occasionally required to stand and walk. 
  • The employee must occasionally lift and/or move up to 25 pounds.
  • Specific vision abilities required by this job include close vision, ability to adjust focus, and visually monitor program participants.

Work Environment:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • The noise level in the work environment is usually moderate.

Heartland Alliance makes all hiring and employment decisions, and operates all programs, services, and functions without regard to race, receipt of an order of protection, creed, color, age, gender, gender identity, marital or parental status, religion, ancestry, national origin, amnesty, physical or mental disability, protected veterans status, genetic information, sexual orientation, immigrant status, political affiliation or belief, use of FMLA, VESSA, military, and family military rights, ex-offender status (depending on the offense and position to be filled), unfavorable military discharge, membership in an organization whose primary purpose is the protection of civil rights or improvement of living conditions and human relations, height, weight, or HIV infection, in accord with the organization's AIDS Policy Statement of September 1987.

Job Snapshot

  • Employee Type: Full-Time
  • Location: Chicago, IL
  • Job Type: Management
  • Experience: Not Specified
  • Date Posted: 7/30/2020

About Us

It’s more than a job, it’s a purpose.

Heartland Alliance—the leading anti-poverty organization in the Midwest— believes that all of us deserve the opportunity to improve our lives. Each year, we help ensure this opportunity for nearly one million people around the world who are homeless, living in poverty, or seeking safety. Our multicultural staff are passionate about our mission and make Heartland Alliance a dynamic and exciting place to develop your career.

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