Job Description

Overview

The Social Services Quality and Compliance Specialist supports the development, implementation, coordination, and continuous improvement of social service programs throughout Western Pennsylvania. The position promotes consistent, high-quality service delivery, compliance with The Salvation Army standards, and effective use of data and technology. Responsibilities include program support, quality improvement, reporting, staff training, and administration of the Community Services system. The position works collaboratively with Corps Officers, Program Directors, social services staff, and divisional leadership.

Responsibilities

Social Services Program Support:

• Represent The Salvation Army, the church and service programs, in a professional, compassionate, and mission-centered manner.
• Support the Divisional Social Services Director (DSSD) with field inquiries, communications, and follow-up with Corps Officers, Program Directors, and social services staff.
• Provide consultation and operational support to Corps and service locations to promote consistency, quality service delivery, and compliance with social service standards.
• Support National Social Services Standards reviews, including scheduling, reporting, action-item tracking, and follow-up.
• Assist with development and implementation of staff training related to programming, service delivery, compliance, and operational effectiveness.
• Respond to requests for assistance by connecting individuals with appropriate Salvation Army services and completing emergency assistance intake documentation when requested.
• Manage priority referral sources including American Red Cross, Highmark, and PA Navigate, ensuring timely follow up.
• Assist with Divisional special initiatives, programs and events, including Senior Holiday Meals, Feed it Forward, Shoot for Hope, POH Camp, and other initiatives as assigned.
• Attend conferences and professional development opportunities as directed.

Quality Improvement, Compliance & Data Management:

• Assist with grant compliance, including expenditure monitoring, information tracking, follow-up with service locations, and reporting.
• Review social service statistics for each service location at least quarterly to identify trends, discrepancies, and opportunities for improvement.
• Analyze operational data and key performance indicators to evaluate program effectiveness and inform improvements.
• Prepare and distribute quarterly divisional social services statistical reports for leadership.
• Support improvements to data collection, documentation, reporting, and quality improvement practices.
• Track identified issues and follow up with service locations to promote timely resolution and continuous improvement.

Community Services System Administrator I: Approximately 25% of position responsibilities

• Serve as the Divisional System Administrator I and primary divisional contact for Community Services, supporting implementation, utilization, data quality, and user needs.
• Manage system licenses, user access, documentation, and related records.
• Provide initial and ongoing training and technical support to Providers and End Users.
• Visit service locations to assess user needs, understand workflows, and provide implementation support.
• Monitor data entry and conduct annual client-record audits to promote data quality, documentation, and compliance.
• Coordinate with Territorial Headquarters regarding custom assessments, forms, workflows, reports, and system needs.
• Maintain divisional Community Services guidelines, workflows, required data elements, and reporting procedures.
• Troubleshoot system issues, respond to data questions, and communicate system updates to the field.
• Run and distribute reports for Divisional Leadership, DSSD, Anti-Human Trafficking (AHT), Pathway of Hope, Development, and other departments as requested.
• Provide AHT data and quality assurance support, including quarterly client-record audits, entry/exit audits, and monthly, quarterly, and annual reporting.

ADDITIONAL RESPONSIBILITIES

• Maintain confidentiality and safeguard client, personnel, and organizational information.
• Maintain current knowledge of Salvation Army social service standards, divisional procedures, program requirements, and relevant community resources.
• Develop effective working relationships with Corps Officers, Program Directors, social services staff, Divisional and Territorial Headquarters personnel, community partners, and other stakeholders.
• Participate in divisional meetings, committees, workgroups, and special projects as assigned.
• Perform other duties consistent with the position and mission of The Salvation Army.

KNOWLEDGE, SKILLS AND ABILITIES:

• Demonstrated ability to coordinate projects and initiatives across multiple locations or programs.
• Strong organizational, analytical, communication, and problem-solving skills.
• Ability to analyze data, identify trends and discrepancies, and communicate findings effectively.
• Ability to develop and deliver training to staff with varying levels of technical and professional experience.
• Proficiency with computer applications, databases, Microsoft Office, and technology used for data collection and reporting.
• Experience with social service information management systems or client case management databases.
• Ability to work independently, prioritize competing responsibilities, meet deadlines, and exercise sound judgment.
• Ability to maintain confidentiality and appropriately handle sensitive information.
• Ability to complete required Community Services training.
• Ability to travel throughout Western Pennsylvania.
• Valid Pennsylvania driver's license.
• PA Child Abuse History Clearance, Request for Criminal Record, and FBI fingerprinting upon hire along with renewals every five years.
• PA Mandated and Permissive Reporting and The Salvation Army's KeepSAfe training required.
• Will respect and promote the interest of The Salvation Army. The individual is not required to embrace the tenets of faith but is required to promote and respect the mission of The Salvation Army.

Qualifications

• Bachelor's degree in social work, human services, nonprofit management, public administration, business administration, or a related field, or an equivalent combination of education and relevant experience.
• Minimum of two years of experience in social services, nonprofit programs, human services, community services, or a related field.
• Experience with data management, reporting, quality improvement, program compliance, or information systems preferred.