As a Quality & Training Coordinator, you will support quality assurance, caregiver development, client service, and community relationships throughout the Torrance area. You'll investigate and resolve client complaints and incidents, conduct quality assurance visits, support caregiver training and competency, maintain detailed documentation, and collaborate with clients, caregivers, healthcare providers, referral sources, and community partners.
This is a field-based, highly independent role requiring strong judgment, attention to detail, effective communication, and the ability to manage sensitive situations and difficult conversations. The role requires someone who can structure their own day, follow through on investigations and quality concerns, and represent Cambrian professionally in the community.
WHAT YOU WILL DO:
- Quality Assurance & Field Visits: Conduct in-home quality assurance visits and quality assurance phone calls, follow agency guidelines, identify quality concerns, and support quality improvement initiatives.
- Complaints, Incidents & Investigations: Investigate and resolve client complaints, incidents, and assigned accusations involving issues such as theft, injuries, damages, and other concerns while ensuring timely communication, appropriate corrective action, and thorough follow-up.
- Documentation & Quality Reporting: Document all investigation activities, communications, and follow-up in company systems; generate quality reports and present findings as requested.
- Training & Caregiver Development: Coordinate and deliver orientation and ongoing training for new and existing care providers, support training initiatives, and ensure caregiver skill competency in both in-home and skills lab settings.
- Training Compliance & Communication: Monitor and report caregiver training compliance, maintain accurate training documentation, and communicate effectively with caregivers, clients, management, and other stakeholders.
- Community & Referral Collaboration: Build and maintain positive relationships with regional centers, healthcare providers, hospitals, community organizations, workforce agencies, referral sources, clients, caregivers, and other external partners; attend community and referral meetings as assigned.
MUST HAVE:
- Education: High school diploma or equivalent.
- Bilingual Communication: Bilingual English and Spanish.
- Driver's License & Transportation: Valid driver's license and access to a reliable vehicle to travel to client homes, training locations, community events, and other required locations.
- Relevant Experience: Experience in caregiving, caregiver training, quality assurance, investigations, client services, or a related service environment.
- Training & Presentation Skills: Ability to deliver engaging and effective training sessions and communicate information clearly to individuals and groups.
- Physical Requirements: Ability to bend and lift up to 50 lbs.
- Microsoft 365 Proficiency: Advanced Microsoft 365 skills (Excel, Word, PowerPoint, Teams, SharePoint).
NICE TO HAVE:
- Quality Assurance Experience: Previous knowledge or experience with quality assurance, investigations, incident reporting, or complaint resolution.
- Developmental Disabilities Experience: Experience working with individuals with developmental disabilities.
- Caregiver/DSP Experience: Previous caregiver, Direct Support Professional, or personal-care experience.
- Community & Referral Relationships: Experience working with regional centers, hospitals, healthcare providers, community organizations, referral sources, or workforce development agencies.
SKILLS CRITICAL FOR SUCCESS:
- Investigation & Problem Solving: Thoroughly investigates complaints and quality concerns, gathers information, identifies appropriate next steps, and follows issues through to resolution.
- Communication & De-escalation: Communicates clearly and professionally during sensitive or difficult conversations with clients, caregivers, providers, and external partners while remaining calm and solution-focused.
- Attention to Detail: Maintains accurate documentation, follows required processes, and ensures investigations, reports, and quality activities are completed thoroughly and timely.
- Independent Ownership: Structures the workday effectively, manages competing priorities, follows through on assigned quality issues, and works independently while knowing when to escalate concerns.
- Professionalism & Compassion: Demonstrates compassion for clients and caregivers while maintaining appropriate professional boundaries and representing Cambrian positively in the community.
- Collaboration & Relationship Building: Builds trust and productive working relationships with internal teams, clients, caregivers, regional centers, healthcare providers, referral sources, and community partners.
- Adaptability: Adjusts quickly to changing priorities and varying complaint, investigation, and quality needs while maintaining accountability and service focus.
WHY YOU'LL LOVE THIS ROLE:
You'll join a growing team where your work has a direct impact on client experience, caregiver success, and the quality of services Cambrian provides. This role offers the opportunity to work across quality assurance, investigations, training, and community relationships while developing strong professional relationships throughout the Sacramento area.
This is a highly dynamic role where priorities can change based on the number and complexity of complaints, incidents, and quality concerns. You'll have the opportunity to make decisions, solve problems, and see issues through to resolution.
IMPORTANT INFORMATION:
We believe in supporting not only those we serve but also each other, fostering a collaborative and supportive work environment for all. Dungarvin, Cambrian, and Compass are Equal Opportunity Employers.
10/27
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