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 60042029 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 Continuous Quality Improvement Specialist has the responsibility for, monitoring, training, and providing or arranging technical assistance to the local county Department of Social Services (DSS) offices in region 3. In addition, this position will be responsible for working with the county in improving their Work First program and directing the CQI process, on and off-site consultation, coaching, review of records, review of data related to performance measures and other metrics, and building professional relationships to improve outcomes for adults, children and families while remaining in compliance with federal regulations, North Carolina General Statutes, and Administrative Rules and policies. The Continuous Quality Improvement (CQI) Specialist has state supervisory responsibility for ensuring that county staff correctly understand and apply the Work First programs' manual policy. This position will utilize county specific and regional data regarding program performance metrics/measures to identify areas of deficiency or non-compliance, conduct regionalized supervision to ensure that counties within the region are operating in compliance with the federal, state, and program requirements. This position will monitor programs to identify trends both positive and negative and report findings, provide feedback to the counties on program data and performance measures, and identify and provide technical assistance to assist regions in improving program administration, compliance, and outcomes. This position will develop the CQI Plan, assist in the implementation of the CQI plan, implement CQI strategies within county of non-compliance and spread to other counties within the region that are experiencing deficiencies in the same area, ensure all staff are involved in CQI activities, evaluate success of the CQI plan, and ensure there is a feedback loop between the output/outcome and the CQI initiative. The Continuous Quality Improvement Specialist will provide basic system functionality guidance and includes communicating with and engaging staff, assisting with development of strategies to reinforce practical application of new skills for navigating and successfully working in North Carolina Families Accessing Services through Technology (NC FAST), assessing readiness and proficiency of users, and communicating with project staff to enact plans for achieving proficiency in using the

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system. This position will analyze trends in user issues that may indicate gaps in training needs and provides feedback on areas where new users have the greatest difficulty to ensure end user comprehension and overall continuous improvement. This role requires travel to conduct in person meetings with region 3 counties, Regional CQI meetings, and possible conferences that require overnight travel. It is also a responsibility of this position to provide on-site support to counties who have an Individual Assistance (IA) disaster declaration and are operating D-SNAP. This may require overnight travel for multiple days for the duration of D-SNAP operations. Region 3 encompasses: Alamance, Caswell, Chatham, Davidson, Davie, Durham, Forsyth, Guilford, Orange, Person, Randolph, Rockingham, Stokes, Surry, and Yadkin counties. Key Duties Include:

• Provide training, technical assistance, and program guidance to county Departments of Social Services across Region 3, including on‑site and virtual support.
• Support counties in strengthening the Work First program by facilitating Continuous Quality Improvement (CQI) activities, directing CQI planning processes, and coaching staff on program implementation.
• Review records, data, and performance measures to identify trends, pinpoint areas needing improvement, and guide counties toward strategies that enhance outcomes for adults, children, and families.
• Coordinate CQI efforts across Region 3 by developing and implementing CQI plans, evaluating results, and ensuring feedback loops between program performance and improvement strategies.
• Provide guidance on

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system functionality by assessing user readiness, identifying training gaps, communicating with project staff, and reinforcing practical skill development for successful system use.

• Engage county leadership and staff to promote consistent application of Work First policy, provide consultation on program requirements, and maintain collaborative professional relationships.
• Communicate findings related to program performance, trends, and user needs to county and state partners, offering constructive recommendations for improved program administration and compliance.
• Deliver on‑site support for counties operating Disaster SNAP (D‑SNAP) under an Individual Assistance disaster declaration, including multi‑day travel when required.
• Participate in regional meetings, county consultations, and conferences, traveling as necessary to maintain strong connections with Region 3 counties and ensure coordinated CQI and program improvement efforts. Knowledge Skills and Abilities/Management Preferences Salary Grade Range: $57,983.00 - $101,470.00 Recruitment Range: $57,983.00 - $73,592.00 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 working experience applying the principles and practices of Work First, Medicaid, Energy, or Food Stamp program operations within North Carolina service environments.
• Experienced in developing and delivering training materials as a subject matter expert, presenting program content effectively to varied groups and levels of staff.
• Consistent record of providing customer service through clear responses to questions, accurate guidance, and supportive interactions with clients and colleagues.
• Demonstrated proficiency in effective communication by producing clear written information, delivering organized verbal explanations, and adapting messaging to diverse audiences.
• Proven experience applying analytical thinking to solve problems, make accurate decisions, and manage resources with attention to detail while maintaining positive working relationships. 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 This Employee Should Reside In Or Near One Of The Following Counties: Alamance, Caswell, Chatham, Davidson, Davie, Durham, Forsyth, Guilford, Orange, Person, Randolph, Rockingham, Stokes, Surry, and Yadkin. 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. 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