Children's Services of Roxbury
Director of Quality Assurance
Children's Services of Roxbury - Roxbury, Massachusetts, United States
Work at Children's Services of Roxbury
Overview
- View job
Overview
About Children's Services of Roxbury (CSR)
Founded in 1972, Children's Services of Roxbury (CSR) is a mission-driven organization committed to strengthening families and individuals through high-quality, culturally responsive services. CSR serves over 6,000 families annually across Massachusetts through four core areas: Early Education & Care, Behavioral Health Services, Youth & Family Services, and Housing & Stabilization. With over 400 employees and an annual operating budget of $28 million, CSR operates 22 programs in four cities.
Department Overview
The Behavioral Health Department (BHD) delivers trauma-informed mental health services tailored to children, youth, and families. Programs include In-Home Therapy, Family Partners, School-Based Services, and expressive therapies, with a strong focus on racial equity, cultural responsiveness, and wraparound support for families of color and immigrant communities.
Position Summary
The Quality Assurance Director leads quality assurance, compliance, and training oversight across the Behavioral Health Department. This leadership role ensures CSR's behavioral health programs maintain the highest standards of service quality, regulatory compliance, and effectiveness.
The Director supervises the Training and Staff Development Specialist, Office Manager, and Quality Coordinators, and drives data-informed improvement initiatives, clinic licensing compliance, and staff development across all BHD programs.
Key Responsibilities
Hiring, Onboarding & Training Oversight Develop and maintain hiring and onboarding workflows in collaboration with HR to ensure consistent practices across BHD programs. Ensure that new hires experience structured, supportive onboarding aligned with CSR's trauma-informed care model. Supervise the Training and Staff Development Specialist, overseeing delivery of ongoing staff training, professional development, and compliance with CBHI and internal standards. Quality Assurance & Performance Monitoring
Design and implement a department-wide, data-driven quality assurance system to monitor service quality, staff performance, and client outcomes. Identify key quality indicators and track progress using CSR's Credible electronic health record system. Supervise Quality Coordinators in conducting quality audits, satisfaction data collection, and improvement plan implementation. Lead the Family Satisfaction Survey process and generate actionable insights. Facilitate the monthly Quality Management Council to align department goals with performance data. Support Program Directors in using data to inform service enhancements. Conduct investigations into major quality concerns and document findings per CSR policy. Assist with utilization reviews and record audits, especially those tied to CBHI and state-mandated compliance. Health Clinic Licensing & Regulatory Compliance
Ensure compliance with all relevant licensing and payer regulations, including DPH, Managed Care Entities, and commercial insurers. Develop and maintain clinic policies, procedures, and documentation in line with state and regulatory expectations. Manage a compliance calendar and ensure timely submissions of required reports and forms. Serve as liaison with regulatory bodies, such as the Massachusetts Department of Public Health (DPH), coordinating inspections and responses. Required Qualifications
Bachelor's degree in Social Work, Public Health, Psychology, Human Services, Health Administration, or a related field. At least 5 years of experience in behavioral health or human services, including 2+ years in a leadership, compliance, or quality assurance role. In-depth knowledge of DPH licensing and behavioral health regulatory requirements. Proven experience supervising staff and leading performance improvement efforts. Skilled in analyzing and using data for decision-making. Proficiency in Microsoft Office and electronic health record systems (e.g., Credible). Strong written and verbal communication skills. Preferred Qualifications
Master's degree in Public Health, Social Work, or a related field. Familiarity with Children's Behavioral Health Initiative (CBHI) programs and documentation standards. Bilingual or multilingual proficiency. Experience working with culturally diverse populations and trauma-informed service models. Ideal Candidate Profile
A strategic, systems-minded thinker with strong attention to detail. Collaborative leader capable of motivating cross-functional teams. Deep commitment to equity in behavioral health care. Skilled in both long-term planning and fast-paced problem solving.
Children's Services of Roxbury is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Founded in 1972, Children's Services of Roxbury (CSR) is a mission-driven organization committed to strengthening families and individuals through high-quality, culturally responsive services. CSR serves over 6,000 families annually across Massachusetts through four core areas: Early Education & Care, Behavioral Health Services, Youth & Family Services, and Housing & Stabilization. With over 400 employees and an annual operating budget of $28 million, CSR operates 22 programs in four cities.
Department Overview
The Behavioral Health Department (BHD) delivers trauma-informed mental health services tailored to children, youth, and families. Programs include In-Home Therapy, Family Partners, School-Based Services, and expressive therapies, with a strong focus on racial equity, cultural responsiveness, and wraparound support for families of color and immigrant communities.
Position Summary
The Quality Assurance Director leads quality assurance, compliance, and training oversight across the Behavioral Health Department. This leadership role ensures CSR's behavioral health programs maintain the highest standards of service quality, regulatory compliance, and effectiveness.
The Director supervises the Training and Staff Development Specialist, Office Manager, and Quality Coordinators, and drives data-informed improvement initiatives, clinic licensing compliance, and staff development across all BHD programs.
Key Responsibilities
Hiring, Onboarding & Training Oversight Develop and maintain hiring and onboarding workflows in collaboration with HR to ensure consistent practices across BHD programs. Ensure that new hires experience structured, supportive onboarding aligned with CSR's trauma-informed care model. Supervise the Training and Staff Development Specialist, overseeing delivery of ongoing staff training, professional development, and compliance with CBHI and internal standards. Quality Assurance & Performance Monitoring
Design and implement a department-wide, data-driven quality assurance system to monitor service quality, staff performance, and client outcomes. Identify key quality indicators and track progress using CSR's Credible electronic health record system. Supervise Quality Coordinators in conducting quality audits, satisfaction data collection, and improvement plan implementation. Lead the Family Satisfaction Survey process and generate actionable insights. Facilitate the monthly Quality Management Council to align department goals with performance data. Support Program Directors in using data to inform service enhancements. Conduct investigations into major quality concerns and document findings per CSR policy. Assist with utilization reviews and record audits, especially those tied to CBHI and state-mandated compliance. Health Clinic Licensing & Regulatory Compliance
Ensure compliance with all relevant licensing and payer regulations, including DPH, Managed Care Entities, and commercial insurers. Develop and maintain clinic policies, procedures, and documentation in line with state and regulatory expectations. Manage a compliance calendar and ensure timely submissions of required reports and forms. Serve as liaison with regulatory bodies, such as the Massachusetts Department of Public Health (DPH), coordinating inspections and responses. Required Qualifications
Bachelor's degree in Social Work, Public Health, Psychology, Human Services, Health Administration, or a related field. At least 5 years of experience in behavioral health or human services, including 2+ years in a leadership, compliance, or quality assurance role. In-depth knowledge of DPH licensing and behavioral health regulatory requirements. Proven experience supervising staff and leading performance improvement efforts. Skilled in analyzing and using data for decision-making. Proficiency in Microsoft Office and electronic health record systems (e.g., Credible). Strong written and verbal communication skills. Preferred Qualifications
Master's degree in Public Health, Social Work, or a related field. Familiarity with Children's Behavioral Health Initiative (CBHI) programs and documentation standards. Bilingual or multilingual proficiency. Experience working with culturally diverse populations and trauma-informed service models. Ideal Candidate Profile
A strategic, systems-minded thinker with strong attention to detail. Collaborative leader capable of motivating cross-functional teams. Deep commitment to equity in behavioral health care. Skilled in both long-term planning and fast-paced problem solving.
Children's Services of Roxbury is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.