Address: 150 N 18Th Ave
Phoenix, AZ 85007

This Posting is for Current Internal ADHS Applicants ONLY.

Salary: $73,000 

Grade: 23

The position of the Education and Quality Assurance Manager is responsible for overseeing the compliance and basic training for the Licensing Division Bureaus as they pertain to state regulations for applications, surveys, and complaints. The bureaus and their licensees are subject to complex and technical program guidelines and regulations that have a significant public and agency impact.

The Education and Quality Assurance Manager is a subject matter expert with extensive knowledge of Senate Bill 1219 and the state statutes and rules that govern licensing. Directly related to the Department's mission, the incumbent will be responsible for overseeing and documenting training for all new staff members to ensure that training is completed in compliance with the requirements for surveys and complaints, per ADHS policy. This position is also responsible for ensuring the existing staff members receive training when changes occur to state policy, and documenting completion of training. This position may also serve as a resource for the regulated community.

This position will develop program reports, provide training and presentations, and develop/implement action plans/work plans. This position is responsible for ensuring that policies, procedures, and desk manuals are established and updated as necessary, ensuring the bureaus operate in compliance with governing statutes, rules, and state regulations. The incumbent will interpret complex rules and regulations; provide consultation, education, and technical assistance to staff and customers for program compliance and accountability; and may participate in rule-making.

This position is expected to maintain a full understanding of Arizona statutes and rules related to licensure, as well as State
regulations and policies. This position will coordinate with internal and external stakeholders.

Develop, implement, and oversee education programs for new hires including a formalized surveyor training, coaching, and mentoring program; Provide written and verbal feedback to appropriate internal and/or external customers; Use CQI methods to implement process improvements.

Provide training and instruction to new hires, existing staff, and licensees regarding changes in regulations and
updates to policies. Reviewing and creating actionable learning plans and modules that train surveyors and supervisors and managers on the following; Departments Governing policies and procedures and the statutes and rules for which the employee is responsible; how to determine the course of action with a grievance or complaint that has been filed with the department; how to act in a professional, empathic manner.

Interpret complex rules and regulations and provide technical assistance to ADHS staff and customers. Develop
and maintain policies, procedures, and desk manuals to reflect best practices in accordance with rules, statutes,
and state regulations;

Develop and implement a system of continuous monitoring and assessment of learning and training needs of
staff in the Bureaus as it pertains to the rules and regulations pertaining to surveying and complaints; may participate in rule making

This position is expected to maintain a full understanding of Arizona statutes and rules related to licensure, as well as state
regulations and policies. This position will coordinate with internal and external stakeholders.

Other duties as assigned as related to the position (typically 5% - 10%)

Knowledge of:
- Thorough knowledge of public sector program administration of a program with complex requirements, including an understanding of strategies that encourage and promote compliance when working with stakeholders.
- Supervision and management principles and techniques; governing statutes, rules, policies, and procedures.
- Principles of data quality and customer service techniques, including complex problem solving.
-CMS regulations and policies
- Performance Management (PM), and Continuous Quality Improvement (CQI) and Lean methodologies.

Skill in:
- Leadership and interpersonal relationships in relation to working with other staff, managers, contractors, and staff from other departments and agencies.
- Establish priorities, critical thinking and problem solving techniques.
- Excellent oral and written communication skills, organizational skills in achieving assigned objectives.
- Use of office equipment and computer systems, operate new computer systems and processing equipment.
- Analyzing and applying complex statutes, rules, and regulations.

Ability to:
- Communicate, collaborate, and provide consultation to staff as well as internal and external customers.
- Efficiently manage subordinate staff.
- Complete assigned tasks and projects.
- Analyze complex situations to determine appropriate solutions.
- Critical thinking to enhance problem solving.
- Plan, assign, and coordinate the flow of work within the section.
- Work in a fast-paced, high volume office setting dealing with the public.
- Support a diverse multi-cultural workforce that reflects the community, promotes equal opportunity at all levels of public employment, and creates an inclusive work environment that enables all individuals to perform to their fullest potential free from discrimination.

This Posting is for Current Internal ADHS Applicants ONLY.

Bachelor's degree in a related field with 4 years of work experience in a management or a leadership role OR a total of 4 years work
experience in a training or teaching role.

Driver's License.
Must possess a valid level one fingerprint clearance card issues pursuant to A.R.S. §36-113

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

The State of Arizona provides an excellent comprehensive benefits package including:
− Affordable medical and dental insurance plans
− Paid vacation and sick time
− Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
− 10 paid holidays per year
− Wellness program and plans
− Life insurance
− Short/long-term disability insurance
− Defined retirement plan
− Award winning Infant at Work program
− Credit union membership
− Transit subsidy
− ADHS Student Assistance Pilot Program

Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

- To help you build a financially secure future, the State makes monthly contributions to finance your retirement benefit. The State will make a contribution to the ASRS in an amount equal to your contribution. In other words, you and the State will each pay 50% of the total cost of the benefit. New State employees have a 27 week wait period for contributions to begin.

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by emailing virginia.hassard@azdhs.gov. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. DHS is an Equal Employment Opportunity Employer. All newly hired employees will be subject to E-Verify Employment Eligibility Verification.