Remote Virtual Quality Assurance and Accountability Specialist

Summary

Join us at World Relief as we rapidly expand our team to meet the increasing needs of our world. We're looking for compassionate individuals who want to use their gifts and talents to make a real difference in the lives of the suffering.

Requirements

• Mature and personal Christian faith
• Committed to the mission, vision, and values of World Relief
• Desire to serve and empower the Church to impact vulnerable communities
• Able to affirm and/or acknowledge World Reliefs Core Beliefs, Statement of Faith, Christian Identity and National Evangelicals For the Health of The Nation document
• Demonstrated success working and communicating effectively in a multi-cultural environment
• Remote project management skills
• Demonstrated knowledge/experience with policies, and procedures
• Decisive, with the ability to obtain necessary information to make decisions
• Ability to speak clearly and comfortably on the phone with partners and participants, which include people with limited English abilities and/or the use of interpreters
• Strong command of Microsoft Office applications
• Proven ability to utilize digital communication tools, such as Zoom, Teams, What’s App and other platforms
• Minimum of 2 years of work experience with Reception & Placement program

Responsibilities

• Collaborate with the Virtual Leadership Team to ensure participant satisfaction and program outcomes for the VR&P program through timely, high-quality services, including documentation of all services
• Ensure casefile compliance in collaboration with the VR&P Manager
• Develop and implement a monitoring framework and related tools for ensuring program compliance and quality assurance, with support from the Home Office (HO) Monitoring Evaluation and Learning Program Officer
• Maintain a regular cadence of monitoring activities (e.g. reviewing casefiles, conducting virtual home visits, shadowing client check-ins, etc.)
• Support Home Office (HO) and PRM monitoring activities, ensure necessary follow up and corrective action is taken in response to monitoring findings
• Collaborate with Home Office (HO) Finance Personnel for program financial needs and to ensure all client funds are tracked timely and appropriately
• Participate in department and Community of Practice calls
• Review and analyze client feedback surveys and report results to Leadership Team for use in ongoing training development
• Collaborate with Leadership Team to collect data for reports as required by Home Office, states, or PRM
• Serve as the Accountability Focal Point in conjunction with the Complaints Response Team (CRT)
• Demonstrate expertise on the Complaints and Feedback Mechanism (CFM) policies and procedures contextualized to the VR&P program
• Manage a database of incoming grievances and feedback from the CFM and place them into the appropriate category for response
• Follow up to ensure that relevant program staff are actively managing the feedback
• Ensure that investigation outcomes have been communicated to the feedback provider(s)
• Document outcomes and participant satisfaction in the CFM
• Escalate sensitive feedback to Home Office and the CRT as appropriate
• Document lessons learned and share with VR&P leadership and Home Office
• Ensure that VR&P staff receive CFM training and are demonstrating consistent and effective usage
• Attend all state, Home Office, and coalition meetings as appropriate

Benefits

• Competitive benefits package
• Employee discount program for full-time and part-time employees