Overview
Quality and Process Control Manager Jobs in Williamsport, MD at Saint Gobain
Department: Housing and Family Services
Reports To: Vice President of Housing and Family Services
FLSA Status: Exempt / Full-Time
Revised: May 8, 2025
Compensation: $65,000 to $75,000
SUMMARY
The Quality Assurance Manager is responsible for enhancing the performance, accountability, and impact
of ICCF’s Permanent Supportive Housing (PSH) program within the Housing and Family Services (HFS)
department. This position collaborates with both the PSH and Resident Engagement teams to ensure
program quality, regulatory compliance, and data-driven decision-making. The role also manages PSH
grant reporting and evaluation efforts, working closely with the Supervisor of Permanent Supportive
Housing and the Vice President of Housing and Family Services. While integrated within the broader HFS
department, the position focuses primarily on PSH-specific service delivery, oversight, and continuous
improvement.
ESSENTIAL DUTIES & RESPONSIBILITIES
Other duties may be assigned.
Program Quality & Evaluation
Champion a culture of continuous improvement and accountability across PSH and Resident
Engagement services.
Lead and embed a culture of continuous improvement and accountability across PSH and Resident
services.
Identify improvement opportunities through audits, data analysis, staff input, and stakeholder
feedback.
Conduct internal quality assurance audits, including service delivery assessments, file reviews, and
compliance checks.
Collaborate with staff to Design and implement evaluation tools and longitudinal tracking systems.
Use data visualizations and storytelling to communicate impact and promote learning.
Data Collection & Reporting
Develop and maintain systems for data management and real-time performance tracking.
Track and report PSH program metrics for leadership, funders, and internal use.
Administer client surveys and exit interviews for the PSH program.
Ensure timely and accurate data entry into HMIS and related databases.
Prepare infographics and summaries aligned with funder and internal expectations.
Compliance & Regulatory Oversight
Ensure ongoing compliance with HUD, Fair Housing, HIPAA, and other regulatory requirements.
Monitor program alignment with grant and contract obligations.
Stay up-to-date with policy changes and revise internal protocols as needed.
Learn and support implementation of Medicaid billing procedures related to PSH-eligible services.
Training & Staff Development
Develop and deliver training on evaluation tools, compliance standards, and best practices.
Support staff in interpreting data to guide program improvements and service delivery.
Grant Monitoring & Reporting (PSH Focused)
Partner with the grants team to compile accurate data for PSH-specific grant proposals and
reporting.
Monitor PSH contract goals and ensure alignment with all funder agreements.
Maintain detailed documentation for audit and reporting purposes in coordination with Finance
and Advancement.
Learn and implement Medicaid billing procedures related to eligible PSH services, ensuring
compliance with state and federal requirements.
Collaboration & Communication
Maintain strong collaboration with the Supervisor of Permanent Supportive Housing to align
quality efforts with day-to-day operations.
Represent ICCF at relevant events, presentations, and stakeholder meetings.
Share PSH outcomes and successes with funders, leadership, and the community.
Partner with the grants team to compile accurate data for PSH-specific grant proposals and
reporting.
Maintain detailed documentation for audit and reporting purposes in coordination with Finance
and Advancement.
Leads structured L10 meetings through Ninety.io, fostering a culture of open communication,
problem-solving, and continuous improvement within the Resident Engagement Team.
Manages the preparation, execution, and follow-up of weekly HFS L10 meetings via Ninety.io,
ensuring issues are addressed promptly and team scorecards, to-dos, and rocks are regularly
reviewed.
Drives team performance and clarity by consistently leading HFS L10 meetings through the
Ninety.io platform, ensuring all Resident Engagement team members are engaged and aligned with
strategic priorities.
QUALIFICATIONS & SKILLS
Required:
Bachelor’s degree in Social Work, Public Administration, Nonprofit Management, or related field
3–5 years of experience in program evaluation, quality assurance, or compliance in housing or
social services
Knowledge of HUD-funded programs, especially PSH
Strong analytical skills and experience with performance metrics and reporting
Excellent verbal and written communication skills
KEY ATTRIBUTES OF A SUCCESSFUL CANDIDATE
Passion for housing equity and justice.
Collaborative, with strong relationship-building skills.
Highly organized, with a keen eye for detail.
Data-savvy and analytical, yet people-focused.
Quality Assurance Manager Rev. 5/7/25
Comfortable juggling administrative, analytical, and strategic responsibilities.
Capable of balancing strategic, administrative, and analytical tasks
CERTIFICATES, LICENSES, REGISTRATIONS
Preferred: Certification in Quality Assurance, Program Evaluation, or Compliance (e.g., CQIA, CQA)
Valid driver’s license and reliable transportation required
Preferred: Training or certification in HMIS, data visualization tools (e.g., Tableau), or HUD
regulations
Familiarity with HMIS, Salesforce, Tableau, and compliance software
Experience working with trauma-informed and culturally responsive care models
Background in serving populations experiencing homelessness or housing instability
WORK ENVIRONMENT & PHYSICAL DEMANDS
Primarily office-based with occasional community engagement and site visits.
May occasionally lift and/or move up to 25 pounds.
Standard Monday–Friday hours; some evenings or weekends may be required.
COMPENSATION & BENEFITS
Competitive salary and comprehensive benefits package (including medical, dental and vision
insurance, paid time off, and retirement plan).
The opportunity to make a significant impact on the lives of low-income families.
Be part of a mission-driven organization with a strong commitment to community.
Professional development opportunities and support for continued education.
ICCF Community Homes is an equal opportunity employer. We value diversity at our organization and do
not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital
status, veteran status, or disability status.
To apply: please send a cover letter and resume to [email protected].
ICCF Community Homes is and EOE empoyer.
Quality Assurance Manager Rev. 5/7/25
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Title: Quality and Process Control Manager
Company: Saint Gobain
Location: Williamsport, MD
