Commonwealth of Massachusetts
Quality Assurance Clinical Specialist
Commonwealth of Massachusetts, Boston, Massachusetts, us, 02298
Overview
The Office of the Child Advocate (OCA) is an independent executive branch agency with oversight and ombudsperson responsibilities, established by the Massachusetts Legislature in 2008. The OCA's mission is to ensure that children receive appropriate, timely, and quality state services, with a focus on ensuring vulnerable and at-risk children can thrive. Through collaboration with public and private stakeholders, the OCA identifies gaps in state services and recommends improvements in policy, practice, regulation and/or law. The OCA also serves as a resource for families who are receiving, or are eligible to receive, services from the Commonwealth.
Quality Assurance Role
The Quality Assurance Team at the OCA focuses on improving the quality of state-delivery service by responding to individual concerns about children received via our Complaint Line and evaluating statutorily required critical incident reports and supported reports of abuse and/or neglect of children in out-of-home settings. The information gathered and analyzed informs the OCA’s policy initiatives and recommendations related to state service quality and delivery, child maltreatment, preventable injuries, and related risk factors.
Position Summary
Under the general direction of the Senior Quality Assurance Manager, the Quality Assurance Clinical Specialist supports the Quality Assurance team in evaluating the quality of state services provided to individual children and families, as well as identifying systemic gaps, trends in service provision, and opportunities for improvement in state agency policy and practice.
Duties & Responsibilities Performs Ombudsperson functions on the OCA Complaint Line, responding directly to complaints and/or requests for information and resources from the public.
Independently conducts case reviews of inquiries via the OCA Complaint Line, assigned DCF-supported allegations of abuse or neglect in out-of-home settings, and assigned Critical Incident Reports (CIRs) concerning the fatality, near fatality, serious bodily injury, or emotional injury of a child and/or young adult receiving services.
Provides clinical analysis and written reports concerning all case reviews and findings, including feedback to state agencies with identified policy and practice concerns. In collaboration with the Senior QA Manager, identifies next steps for resolution and/or OCA intervention if required.
Collaborates with the Senior QA Managers and/or Senior Director of QA to perform investigations, including extensive review of relevant electronic and paper records, data analysis, state agency or stakeholder interviews, and drafting written reports.
Identifies case practice concerns, trends, gaps and areas for system-wide practice or policy improvements based on a multifaceted clinical analysis of information gathered during complaint, CIR and/or institutional reviews.
Participates in and/or supports special projects related to the OCA’s QA Division work (Complaint Line, CIRs, supported allegations of abuse or neglect in out-of-home settings). May represent the OCA at work group meetings, as requested.
Application Instructions
Applications are to be submitted on the Mass Careers website. A cover letter and resume are required parts of the application. Review of applicants will start immediately and continue while the position is posted, with first consideration given to those received within the first 14 days. Please note that this job requires in-person work at the OCA’s Boston office 1-2 days per week.
EEO and Diversity
The OCA is committed to creating and supporting an inclusive work community free of discrimination. The OCA does not tolerate discrimination or harassment on the basis of age, color, disability, gender identity, genetic information, national origin, parental status, political affiliation, race, religion, sex, sexual orientation, veteran status, or any other basis under Massachusetts law. Applicants from diverse backgrounds are encouraged to apply. Bilingual or multilingual applicants are strongly encouraged to apply.
Qualifications
Required Qualifications:
Some knowledge of the Massachusetts child-serving agencies and organizations, particularly child welfare
Exceptional ethical and professional integrity with respect to confidentiality
Strong critical analysis and evaluation skills
Strong writing and communication skills
Proficient in Microsoft Office Suite
Ability to demonstrate initiative
Ability to work independently and as part of a team
Minimum Entrance Requirements:
Bachelor’s degree in human services such as social work, psychology, or criminal justice
At least three (3) years of experience in the field of child welfare
Other Details
Primary Location: Unclassified Agency: Office of the Child Advocate Schedule: Full-time Shift: Day Job Posting: Oct 21, 2025 Number of Openings: 2 Salary: 80,000.00 - 84,900.00 Yearly If you have Diversity, Affirmative Action or Equal Employment Opportunity questions or need a Reasonable Accommodation, please contact Diversity Officer / ADA Coordinator: Crissy Goldman - 6179798374 Potentially Eligible for a Hybrid Work Schedule: Yes
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The Office of the Child Advocate (OCA) is an independent executive branch agency with oversight and ombudsperson responsibilities, established by the Massachusetts Legislature in 2008. The OCA's mission is to ensure that children receive appropriate, timely, and quality state services, with a focus on ensuring vulnerable and at-risk children can thrive. Through collaboration with public and private stakeholders, the OCA identifies gaps in state services and recommends improvements in policy, practice, regulation and/or law. The OCA also serves as a resource for families who are receiving, or are eligible to receive, services from the Commonwealth.
Quality Assurance Role
The Quality Assurance Team at the OCA focuses on improving the quality of state-delivery service by responding to individual concerns about children received via our Complaint Line and evaluating statutorily required critical incident reports and supported reports of abuse and/or neglect of children in out-of-home settings. The information gathered and analyzed informs the OCA’s policy initiatives and recommendations related to state service quality and delivery, child maltreatment, preventable injuries, and related risk factors.
Position Summary
Under the general direction of the Senior Quality Assurance Manager, the Quality Assurance Clinical Specialist supports the Quality Assurance team in evaluating the quality of state services provided to individual children and families, as well as identifying systemic gaps, trends in service provision, and opportunities for improvement in state agency policy and practice.
Duties & Responsibilities Performs Ombudsperson functions on the OCA Complaint Line, responding directly to complaints and/or requests for information and resources from the public.
Independently conducts case reviews of inquiries via the OCA Complaint Line, assigned DCF-supported allegations of abuse or neglect in out-of-home settings, and assigned Critical Incident Reports (CIRs) concerning the fatality, near fatality, serious bodily injury, or emotional injury of a child and/or young adult receiving services.
Provides clinical analysis and written reports concerning all case reviews and findings, including feedback to state agencies with identified policy and practice concerns. In collaboration with the Senior QA Manager, identifies next steps for resolution and/or OCA intervention if required.
Collaborates with the Senior QA Managers and/or Senior Director of QA to perform investigations, including extensive review of relevant electronic and paper records, data analysis, state agency or stakeholder interviews, and drafting written reports.
Identifies case practice concerns, trends, gaps and areas for system-wide practice or policy improvements based on a multifaceted clinical analysis of information gathered during complaint, CIR and/or institutional reviews.
Participates in and/or supports special projects related to the OCA’s QA Division work (Complaint Line, CIRs, supported allegations of abuse or neglect in out-of-home settings). May represent the OCA at work group meetings, as requested.
Application Instructions
Applications are to be submitted on the Mass Careers website. A cover letter and resume are required parts of the application. Review of applicants will start immediately and continue while the position is posted, with first consideration given to those received within the first 14 days. Please note that this job requires in-person work at the OCA’s Boston office 1-2 days per week.
EEO and Diversity
The OCA is committed to creating and supporting an inclusive work community free of discrimination. The OCA does not tolerate discrimination or harassment on the basis of age, color, disability, gender identity, genetic information, national origin, parental status, political affiliation, race, religion, sex, sexual orientation, veteran status, or any other basis under Massachusetts law. Applicants from diverse backgrounds are encouraged to apply. Bilingual or multilingual applicants are strongly encouraged to apply.
Qualifications
Required Qualifications:
Some knowledge of the Massachusetts child-serving agencies and organizations, particularly child welfare
Exceptional ethical and professional integrity with respect to confidentiality
Strong critical analysis and evaluation skills
Strong writing and communication skills
Proficient in Microsoft Office Suite
Ability to demonstrate initiative
Ability to work independently and as part of a team
Minimum Entrance Requirements:
Bachelor’s degree in human services such as social work, psychology, or criminal justice
At least three (3) years of experience in the field of child welfare
Other Details
Primary Location: Unclassified Agency: Office of the Child Advocate Schedule: Full-time Shift: Day Job Posting: Oct 21, 2025 Number of Openings: 2 Salary: 80,000.00 - 84,900.00 Yearly If you have Diversity, Affirmative Action or Equal Employment Opportunity questions or need a Reasonable Accommodation, please contact Diversity Officer / ADA Coordinator: Crissy Goldman - 6179798374 Potentially Eligible for a Hybrid Work Schedule: Yes
#J-18808-Ljbffr