“People we serve come from all walks of life and so do we. We want to empower the potential of every team, and we know that teams perform best when they are diverse, and every team member feels that they belong."
Ideal candidates for Hamilton County Developmental Disabilities Services:
- Have a passion for improving others’ lives, demonstrated through superior customer service.
- Possess excellent written and verbal communication skills and an appreciation for the work behind providing social services to the community.
- Value a purpose-driven culture, supportive team members, and organizational commitment to growth and innovation.
Benefits at Hamilton County Developmental Disabilities Services:
- 36.25-hour work week, full-time role. Salaried position paid bi-weekly.
- Flexible schedule and hybrid work-from-home options.
- One week of paid vacation and 15 sick days immediately allocated upon hire. 3 personal days provided per year, prorated with employee start date. Starting vacation accrual of 3 weeks per year. Sick time accrued at 15 days per year after first year of employment with an unlimited accrual.
- Starting salary range, determined by formula accounting for years of experience: $76,300.00 (base rate) to $95,400.00 (10 years of experience performing this same job or job with primarily the same duties.)
- Comprehensive Benefits Package: Medical, HRA, Dental, Vision, Employer-Paid Life Insurance, Tuition Reimbursement, Public Service Loan Forgiveness Eligibility, Wellness Incentives, robust Employee Assistance Plan, access to Free Medical and Rx through Marathon Health, and more.
- Ohio Public Employee’s Retirement System which includes a 10% employee contribution and a 14% employer contribution.
Quality Experience Manager
A typical day in the life of the Quality Experience Manager involves a diverse set of responsibilities aimed at ensuring the agency's employees, programs, and provider community are equipped to meet the needs of individuals supported. A day could begin with an in-person meeting to hear about an individual’s experience with agency services and listening for themes on what is working well, but also how we can improve our systems and address gaps moving forward. The wrap-up would include documenting qualitative information from this conversation and following up on any unresolved concerns/questions. You then may work alongside an office leader to gather an update on progress on an annual plan goal and develop a process for capturing data to ensure that an outcome can be tracked, and progress documented. Finally, you may receive a call from a person who was deemed ineligible for agency services and wants to appeal this decision. Providing excellent customer service, you would walk the person through the appeal process so that their questions and concerns are addressed.
Job Duties (Summary):
- Responsible for agency-wide compliant management including overseeing and modernizing a system for filing formal/informal/provider/internal complaints, ensuring process meets applicable rules and regulations. Collaborates with information technology to find technological solution(s) for efficient and effective gathering/summarization of qualitative and quantitative data of customer experience. Leads customer through process to ensure timely complaint resolution.
- Evaluates agency customer experience by partnering with department leaders to identify themes and/or trends; implements initiatives that enhance the overall customer experience. Develops process to measure and summarize customer experience information using a variety of tools that identify areas for agency improvement.
- Works with external stakeholders to address and resolve quality-related issues. Evaluates systems gaps and looks to build capacity and overcome barriers to meet the evolving needs of our customers. Provides analysis and reporting to identify trends, patterns, and develops strategies for improvement.
- Develops and facilitates focus groups to study agency customer service. Partners with agency departments to source focus group participants and design focus group operation. Devises and analyzes survey data from focus groups to discern actionable feedback. Presents recommendations to leadership to influence agency changes.
- Develops and presents regular reports on key quality metrics and performance indicators to leadership. Analyzes complaint data for quarterly agency trends meeting; develops annual complaint report.
- Participation in team meetings, trainings, regional/statewide work groups, professional trainings, and involvement in special projects.
- Collaborates with other offices to provide information as needed to support a variety of work including grant work and other initiatives.
- Performs additional duties as assigned.
Requirements:
- Bachelor's degree required; Master's degree preferred. A degree in customer service leadership, marketing, human services, business or other related field preferred.
- 5 years of demonstrably related experience including program/quality management; leadership experience preferred
- Must pass Ohio Department of Developmental Disabilities’ Initial Training for County Board/Council of Governments Reviewers after hire
- Must be able to pass various background checks, abuser registry checks, and driver’s abstract
Work Location:
Hybrid – remote and at Hamilton County Developmental Disabilities' Support Center: 1520 Madison Road, Cincinnati, OH 45206
Deadline to Apply:
Tuesday, June 18th at midnight
Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.
Hamilton County Developmental Disabilities Services offers equal employment opportunities to qualified individuals without regard to race, religion, color, national origin, age, gender, disability, sexual orientation, gender identity, gender expression, marital status, veteran status, or any other characteristic protected by law.