Senior Director of Quality

Bridgewell strengthens communities by providing an unmatched range of social and human services that empower people with disabilities and other life challenges to live safe, self-directed, and productive lives. Bridgewell delivers support through community housing, day programs, outpatient treatment, recovery services, education, and employment training. We're committed to helping people in need, from those with autism to people with substance use disorders, become engaged members of their communities. Bridgewell is also the industry leader in developing innovative offerings responding to unmet or emerging needs.

Our employees take pride in making every day count to its fullest. They are committed to adding value to the lives of the people we support, and they bring energy, ideas, and a passion for service. Does this describe you? Then please consider joining our incredible team!

Connecting People with Possibilities

Mission: Bridgewell inspires hope and empowers people experiencing life challenges to achieve their fullest potential.

Summary: Supports Bridgewell's mission by utilizing data to ensure that quality services are being provided across the agency. The Sr. Director of Quality leads company initiatives to ensure high-quality service delivery, strict regulatory compliance, and continuous operational improvement. The Senior Director of Quality drives the organization's continuous quality improvement and risk management strategies. Directly hires, mentors, and leads the quality assurance (QA) department to embed a culture of compliance, safety, and equity across all programs. This role ensures that all programs align with federal and state regulations, funding mandates, and accreditation standards. The Senior Director partners with executive and operational leadership to foster a culture of data-informed safety, equity, and person-centered care.

Schedule: Monday- Friday 9:00am-5:00pm (40 hours per week)

Essential Duties and Responsibilities:

1. Participate in the Operations Team and works in collaboration with the Vice – Presidents on identifying trends, problem solving, special projects and other initiatives.
2. Provide leadership, management and support to the Quality Department and its staff. Provide direct supervision to the Director of Client Relations and the Quality Support Specialist.
3. Drive and contribute to agency-wide Quality Assurance and Quality Improvement efforts (QA & QI)
4. Standardize key performance indicators (KPIs) to track, analyze, and report on participant outcomes, program efficacy, and satisfaction rates.
5. Use data to identify potential areas for improvements and assist in project and system implementation.
6. Identify operational, programmatic, and clinical risks, and assist in formulating proactive strategies to protect people in our services and staff.
7. Oversee agency-wide incident reporting (such as HCSIS), ensuring timely investigation, root-cause analysis, and submission to state agencies.
8. Conduct routine site visits and program audits to assess physical plant safety, documentation integrity, and clinical support alignment.
9. In partnership with program leadership, educate and mentor employees to continuously improve the quality of care and services provided.
10. Oversee the annual Satisfaction Survey and agency data analytics and outcomes processes.
11. Lead organizational preparation for state licensing reviews, audits, and accreditation reviews including but not limited to: CARF, DDS, HUD, DMH, and DPH.
12. Prepare periodic data, analytic and outcome reports.
13. In collaboration with the Senior Vice President of Operations lead policies and procedures reviews and ensures they are up to date and meet all requirements and Bridgewell standards.
14. Role models the core philosophy of Universal Supports and promotes Bridgewell's values: dignity, respect, caring, integrity, safety and wellness across the agency.
15. Contribute to key agency workgroups and committees, such as Safety, Corporate Compliance, and Patient Care Assessment, to support organizational initiatives.
16. Give regular constructive feedback and recognition to direct reports to further develop their skills and capabilities and foster an environment which promotes growth and development.
17. Conduct timely Performance Evaluation meetings and ensure performance standards are met; proactively address performance concerns, working with program management and Human Resources, as appropriate.
18. Ensure self and employees in QA department maintain certifications (such as CPR/1st Aid, MAP, PPS and PABC, as applicable) and complete all other mandatory training requirements based on Bridgewell policies and the program's funding sources.
19. Identify internal and external talent for key open positions within their areas of responsibility and help direct reports build a strong talent pipeline and succession planning through internal and external recruitment.
20. Build strong teams within their areas of responsibility and create an environment that fosters employee engagement through regular recognition, employee appreciation and people development.
21. Work with Human Resources and management on employee concerns that arise, determining mentoring/training needs, developmental opportunities and disciplinary action as needed within assigned department.
22. Other duties as assigned.

Required Education/Experience:

1. Master's Degree plus minimum of five (5) years working in a human service organization is required.
2. Data analytics, quality assurance and improvement systems, and outcomes experience required.
3. Knowledge of CARF, DDS, DMH, DPH and other licensing/accreditation programs is required.
4. A minimum of 3-5 years of supervisory and team leadership experience is required

Required Skills/Knowledge:

1. Ability to lead and supervise leaders and ensure teams meet the required performance standards.
2. Strong Conflict Resolution and problem-solving skills.
3. Knowledge of Behavior Management and Human Rights.
4. Ability to set priorities for self and coach leaders in delegating and prioritizing in alignment with departmental goals.
5. Ability to delegate tasks effectively, communicate expectations clearly, and establish deadlines for their teams.
6. Ability to provide Coaching and mentoring to their team of leaders to enhance their skills and performance and ensure they develop strong employees in their programs.
7. Strong writing skills and verbal communication skills.
8. Ability to encourage employee engagement and ensure an inclusive work environment across their teams.
9. Strong computer skills including the ability to coordinate data entry into a data management system, use Microsoft Office products proficiently, and records management systems.
10. Ability to be certified and maintain such certification, in PPS, PABC Tier 1 and 2, medication administration, First Aid/CPR and any other certification/training required based on department needs and Bridgewell policies and procedures.
11. Must have a current US driver's license and one year of driving experience.
12. Demonstrated ability to effectively manage an operating budget.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job. While performing the duties of this job, the employee:

1. Prolonged periods sitting at a desk and working on a computer.
2. May occasionally climb stairs and lift up to 25 pounds.
3. The employee must be able to travel off-site to program locations if needed.
4. Ability to be certified and maintain such certification, in PPS, PABC Tier 1 and 2, medication administration, First Aid/CPR and any other certification/training required based on program needs and Bridgewell policies and procedures.

Bridgewell offers:

• Excellent health benefits-medical, dental, vision. We believe our benefits package is one of the most competitive.
• Generous paid time off includes your birthday (that's right, we even give you your birthday off!)
• A collaborative work environment that values new insight and personal contributions
• With over one hundred programs in the North Shore, Lowell, and Merrimack Valley we provide excellent opportunities for training and development.
• Additional compensation for on-call rotations
• Opportunities for professional development and growth

Why Should You Apply: If the top benefits alone don't sway you, our compassionate and collaborative work environment should! Bridgewell is committed to training and developing staff and provides opportunities for you to have a positive impact on the work you do.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

Requires acceptable CORI results according to Bridgewell policy.

Bridgewell is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

The pay range listed for this position is the annual base salary range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation is determined based on several factors, that may include seniority, education, training, relevant experience, relevant certifications, or other applicable factors permissible by law.