Quality & Compliance Director - Catholic Charities West Michigan

Job Details
Grand Rapids, MI

Quality & Compliance Director

Would you like to work with a supportive, diverse, and talented work family while helping others in your community?  Catholic Charities West Michigan is a sincere place with genuine people who care about your success.  The Agency serves 11 counties of the Diocese of Grand Rapids, offering a variety of program services in family preservation, behavioral health, child welfare, and community outreach.  All programs are designed to help families and individuals succeed.

We offer competitive compensation and benefit packages along with a family friendly environment. Our agency encourages persons of diverse faiths and backgrounds to apply for employment. 

Position Summary:

Provides leadership within the Agency for Performance Quality Improvement (PQI) activities and ensures the provision of high quality services.  Performs assessments and monitors delivery of services ensuring that they are consistent with best practices.  Represents the Agency in forums and at various bodies related to and including the COA. Assists programs, supervisors and staff in implementing ongoing improvements in service delivery and agency operations. 

Essential Duties and Responsibilities:

  • Provides leadership within the Agency related to organization standards and accreditation activities.
  • Facilitates the safety committee process and conducts safety and customer service related training across the agency including new hire orientation.
  • Oversees front desk operations at all locations across the agency.
  • In collaboration with Accounting Manager ensures accuracy of medical billing performed by front desk staff.
  • Coordinate all audit processes for agency as conducted by both internal staff and external parties.
  • Manages and provides technical direction for COA reaccreditation.
  • Serves as a primary resource to Agency executives, program leadership, and supervisors in implementing and monitoring PQI procedures and practices for compliance, and also to help streamline processes and achieve maximum efficiency.
  • Develops and implements annual PQI plan.
  • Responds to all client and attorney requests for records.
  • Manages client relations including assessment and response to complaints; ensures the best customer service is provided by agency staff.
  • Familiarizes staff with the standards with which Agency programs must comply including COA, HIPAA, state licensing, contractual, insurance companies and other third party payers.
  • Manages the review and development of required Agency risk management policies and procedures while meeting the expectations and standards of external entities (e.g. funders, accrediting bodies).
  • Evaluates and integrates input from customers, referral sources, funders, accreditation bodies, and interested community representatives into Agency best practices.
  • Communicates regularly with CEO and/or Bishop’s representatives regarding any and all identified risks to the organization,
  • Performs other special assignments at supervisor’s request.

Employment Qualifications:


This position requires knowledge equivalent to that which normally would be acquired through a Master’s degree in Social Work or related field from an accredited college or university.


A minimum of seven to ten years of experience in performance management and quality improvement, and evaluation of child and family programs. Experience with program proposal preparation and contracting processes of government and private funding sources is preferred.



Certificates, Licenses, Registrations:

Certificate as a Quality Improvement Specialist or documented training in Performance Improvement or Six Sigma desired.

Supervisory Responsibilities:

This position has management or supervisory responsibilities of subordinates.

Knowledge, Skills, and Abilities Required:

  • Knowledge of data collection, survey instruments, and other feedback methodologies. 
  • Knowledge of computer systems and relevant software including Microsoft Office Suite.
  • Ability to communicate effectively, both orally and in writing.
  • Ability to direct and supervise work groups.
  • Ability to develop Agency reports for the board and outside audiences.
  • Ability to develop and complete projects resulting in improved Agency productivity and compliance.
  • Ability to communicate and establish positive working relationships with staff and professionals at all levels, as well as community and other organizational representatives.
  • Must be willing to work irregular hours including evenings, holidays, and weekends. 
  • Must submit to Agency approved background checks.

Our Mission

In the spirit of our Catholic tradition, we lead our diverse communities with hope and compassion by offering innovative, collaborative programs.  Through our team of highly trained employees, dedicated volunteers and generous community, we deliver the highest quality social services.

Our Vision 

Following in the footsteps of Christ, we are the leaders in empowering people to achieve their God given potential by providing help and creating hope.

Our Values

  • Compassion
  • Collaboration
  • Compliance
  • Service to All People
  • Sanctity of All Life

apply at https://www.ccwestmi.org/who-we-are/careers/

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