Continuous Quality Improvement Specialist

Agency

Dept of Health and Human Services

Division

Social Services

Job Classification Title

Human Services Program Consultant III (NS)

Position Number

60038309

Grade

NC16

About Us

The North Carolina Department of Health and Human Services (DHHS) is one of the largest, most complex agencies in the state, and has approximately 17,000 employees. It is responsible for ensuring the health, safety, and well-being of all North Carolinians, providing human service needs for special populations including individuals who are deaf, blind, developmentally disabled, and mentally ill, and helping poor North Carolinians achieve economic independence.

Description of Work

The Adult Services Continuous Quality Improvement Specialist (CQI-S) provides oversight, monitoring, technical assistance, and training to county Departments of Social Services to ensure Adult Services Programs are administered in accordance with federal and state laws, North Carolina General Statutes, Social Services Commission rules, and Division of Social Services policy. Serves counties within a designated region and supports programs including Adult Protective Services (APS), Guardianship, Special Assistance In-Home (SAIH), Adult Placement, and Individual and Family Adjustment Services.

This position evaluates program compliance and performance through data analysis, case reviews, quality assurance activities, and regional support, with primary responsibility for assigned counties. Responsibilities include facilitating the continuous quality improvement process, identifying areas of deficiency, guiding counties in developing and implementing corrective strategies, and monitoring outcomes using established performance measures. The CQI-S provides on-site and virtual consultation, coaching, guidance on statutory and regulatory requirements, and support in applying policy to practice across all Adult Services program areas.


Key Duties Include:
- Monitor county Adult Services programs to ensure compliance with federal and state laws, North Carolina General Statutes, Social Services Commission rules, Division policy, and other governing authorities.

- Evaluate program performance and compliance through data analysis, case reviews, quality assurance activities, record reviews, and established performance measures.

- Facilitate the continuous quality improvement process by identifying deficiencies, recommending improvements, and guiding counties in the development and implementation of corrective strategies.

- Monitor county progress toward corrective action plans and performance goals and assess outcomes to support sustained program improvement.

- Provide on-site and virtual technical assistance, consultation, coaching, and guidance to county leadership, supervisors, and staff regarding Adult Services program administration and policy application.

- Interpret and apply statutory, regulatory, and policy requirements related to Adult Protective Services (APS), Guardianship, Special Assistance In-Home (SAIH), Adult Placement, and Individual and Family Adjustment Services.

- Coordinate, develop, and deliver training on Adult Services policies, procedures, program requirements, and quality improvement practices to county staff and stakeholders.

- Prepare reports, dashboards, performance summaries, and other analytical products to support county decision-making, program accountability, and performance monitoring.

- Assist counties with business process redesign, operational improvements, and implementation strategies that strengthen service delivery and program effectiveness.

- Build and maintain collaborative working relationships with county directors, supervisors, staff, and partners to improve Adult Services outcomes for adults, families, and vulnerable adults.

Knowledge Skills and Abilities/Management Preferences

Salary Grade Range: $57,983.00 - $101,470.00

Recruitment Range: $57,983.00 - $97,689.00

Candidates now meet the minimum qualifications of a position if they meet the minimum education and experience listed on the vacancy announcement.

The Knowledge, Skills, and Abilities (KSAs)/ Management Preferences are not required. Applicants who possess the following skills are preferred:

• Demonstrated experience supervising staff in Adult Protective Services (APS), Guardianship, and Special Assistance In‑Home (SAIH) programs, including oversight of casework quality, coaching for performance improvement, and successful implementation of corrective strategies that resulted in measurable increases in compliance.

• Experience analyzing and improving county DSS Adult Services program performance, including APS response timeliness, Guardianship documentation accuracy, SAIH service plan quality, and record review outcomes, and applying Continuous Quality Improvement (CQI) principles to achieve consistent, measurable improvements across multiple program areas.

• Advanced proficiency in interpreting county DSS performance data, including dashboards, administrative data, NC OAASIS outputs, and record review findings, to identify trends, highlight systemic gaps, and produce actionable reports that support county decision‑making, program alignment, and improved Adult Services outcomes.

• Track record of building strong, solution‑focused relationships with county DSS directors, adult services supervisors, legal partners, and regional/state staff, resulting in increased program consistency, faster implementation of policy changes, or improved regional alignment in Adult Services practices.
  
  
  

The Posting Will Close At 11:59 P.M. The Night Before The End Date

This Position Is Funded In Part Through Federal Funds

This Position Is Eligible For A Fully Remote Work Option

About the Division of Social Services (DSS):

The Division of Social Services (DSS) provides direct services that address issues of poverty, family violence and exploitation. We aim to prevent abuse, neglect and exploitation of vulnerable citizens, and promote self-reliance and self-sufficiency for individuals and families.

About Adult Services section:

The Adult Services section is composed of two parts, Adult Placement Services and Adult Protection Services.

Adult Placement Services help aging and disabled adults find safe, appropriate living arrangements when they can no longer remain at home. The program helps individuals move to adult care homes, nursing homes, or other supportive settings and assists with medical forms, financial paperwork, and adjusting to a new place. Services also support people who need to relocate because their care needs have changed, who want to return to more independent living, or who are having trouble maintaining their current placement due to personal or family challenges.

Adult Protective Services help protect disabled adults who may be experiencing abuse, neglect, or exploitation. County social services staff review reports, work with the adult and caregivers to address safety concerns, and take legal action when needed. They also coordinate essential services to keep the adult safe. These services are provided to any disabled adult who is found to need protection, no matter their income.

Compensation and Benefits: 

The State of North Carolina offers excellent comprehensive benefits. Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis). Employees also receive paid vacation, sick, and community service leave. In addition, paid parental leave is available to eligible employees.

Visit the website for State Benefits. 

Supplemental Contact Information: 

The North Carolina Department of Health and Human Services (DHHS) is an Equal Opportunity Employer that embraces an Employment First philosophy, which consists of complying with all federal laws, state laws, and Executive Orders.  We are committed to reviewing requests for reasonable accommodation at any time during the hiring process or while on the job.  For more information about DHHS:  https://www.ncdhhs.gov/. 

DHHS uses the Merit-Based Recruitment and Selection Plan to fill positions subject to the State Human Resources Act with the most qualified individuals.  Hiring salary will be based on relevant qualifications, internal equity, and budgetary considerations pertinent to the advertised position. 

In accordance with the Governor’s Executive Order 303, our agency supports second-chance employment for individuals who were previously incarcerated or justice-involved.  We invite all potential applicants to apply for positions for which they may be qualified. 

Application Process 

Be sure to complete the application in its entirety.   Resumes will not be accepted in lieu of completing this application. 

• Information should be provided in the appropriate areas, to include the following: Education, including high school and all degrees obtained, Work Experience, and Certificates & Licenses. It is critical to our screening and salary determination process that applications contain comprehensive candidate information. 
• Answers to Supplemental Questions are not a substitute for providing all relevant information within the body of your application. To receive credit for the supplemental questions, you must provide supporting information within the "Work Experience" section of the application to support your answers. 
• If multiple applications are submitted to an individual posting, only the most recent application received prior to the closing date will be accepted. Applications must be submitted by 11:59 PM on the closing date. 
• Applicants may be subject to a criminal background check. All candidates selected for positions considered "Positions of Trust" will be subject to a criminal background check. 
• Due to the volume of applications received, we are unable to provide information regarding the status of your application over the phone. To check the status of your application, please log in to your account.  Upon the closing date, applications are "Under Review" and will be screened by Human Resources for qualified applicants. The hiring process may take several weeks. 
• Degrees must be received from appropriately accredited institutions.  Transcripts and degree evaluations may be uploaded with your application. The State of North Carolina/Office of State Human Resources uses the National Association of Credential Evaluation Services (NACES) as a referral resource for applicants who need to have their credentials certified as equivalent. 
• For a list of organizations that perform this specialized service, please visit the NACES membership website at https://www.naces.org/members. 

Degree/College Credit Verification 

Degrees must be received from appropriately accredited institutions. Transcripts, degree evaluations, and cover letters may be uploaded with your application. 

Veterans’ and National Guard Preference 

• Applicants seeking Veteran's Preference must attach a DD-214 Member-4 Form (Certificate of Release or Discharge from Active Duty) to their applications. 
• Applicants seeking National Guard Preference must attach an NGB 23A (RPAS), along with the state application, if they are a current member of the NC National Guard in good standing.  
• Applicants who are former members of either the NC Army National Guard or the NC Air National Guard, with honorable discharge and six years of creditable service, must attach a copy of the DD 256 or NGB 22, along with the state application. 

ADA Accommodations 

Consistent with the Americans with Disabilities Act (ADA) and the Pregnant Workers Fairness Act (PWFA), DHHS is committed to the full inclusion of all qualified individuals. As part of this commitment, DHHS will ensure that people with disabilities, or known limitations covered by the PWFA, are provided with reasonable accommodation.  If reasonable accommodation is needed to participate in the job application or interview process, please contact the person indicated below. 

CONTACT INFORMATION  

If there are any questions about this posting, please contact Talent Acquisition at [email protected]. Resumes will not be accepted in lieu of completing this application. 

Minimum Education and Experience

Some state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See the Education and Experience Equivalency Guide for details.

Master's degree in a discipline relative to the program from an appropriately accredited institution and four years of related experience

OR

Bachelor's degree in a discipline relative to the program area from an appropriately accredited institution and six years of related experience

OR

An equivalent combination of education and experience.

EEO Statement

The State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for religious beliefs, observances, and practices.

Recruiter:

Tresha Walker

Contact:

DHHS Workday Support Form