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Quality Assurance Specialist, Residential

Sheltering Arms strengthens the education, wellbeing, and development of high-need children, adults, and families across the New York metro area. We serve nearly 20,000 people a year from the South Bronx to Far Rockaway. Through compassion, innovation, and partnership, we respond to our community’s greatest needs and enable individuals to reach the greatest heights of their potential. Joining our team is an opportunity to collaborate with hundreds of dedicated colleagues who represent diverse backgrounds and talents as we work together to make a measurable impact for our neighbors in need. Every role at Sheltering Arms brings with it new opportunities for advancement and development so that team members can achieve their professional goals while helping others reach for theirs.

Sheltering Arms is seeking a Quality Assurance Specialist to Support and monitor residential programs; DDS, Youth Services and ARC. Shifts will primarily be after regular business hours with a focus on overnights, to insure compliance with programming guidelines and agency policy and procedure; as detailed in program manuals and the Employee Handbook.  Conduct ongoing monitoring of our residential programs through, facility visits, camera surveillance, phone calls and documentation reviews.  Assist with agency investigations when deemed necessary. This position requires reliability, flexibility, the ability to work independently, as well as excellent judgment in determining an appropriate course of action. 


Essential Functions: 

  • Support and monitor residential programs during, all hours, but primarily during, overnight, weekend and holiday hours staff through site visits, phone calls, and live camera review.
  • Report all findings which are deemed to be in violation of, SA Policy and Procedure, Program Mandates, Regulatory Guidelines; or in any way place’s the clients at risk immediately.
  • Communicate effectively and collaborate with residential program managers through email, phone, meetings, written reports etc.
  • Prepare and distribute regular reports of findings and recommendations.
  • Assist with agency investigations as needed
  • Represent the agency at community and funder meetings
  • Participate in agency committees
  • Responsible for maintaining and ensuring compliance with client and agency confidentiality standards and ethical expectations
  • Responsible for participating in staff development, including attendance in training as required and/or requested
  • Will require a flexible schedule 
  • Support the implementation, principles and goals of the programs’ practice models.   
  • Assess and report on pattern and trends from observations/incident reviews throughout the programs.
  • Other duties as assigned


  • Bachelor’s Degree in a Human Services or Related field or Equivalent Experience in Human Services
  • At least 2 years of experience in a residential setting
  • Management experience a plus
  • Ability to demonstrate effective written and verbal communication skills. Detail oriented, flexible, organized and an effective communicator
  • Demonstrated proficiency in Word and an ability to learn other computer programs / systems.
  • Excellent interpersonal skills are required in order to interact effectively with employees, co-workers, Program leadership, and other departments
  • Due to the sensitive nature of the position, must be able to maintain the strictest confidentiality
  • Ability to work independently and manage multiple tasks simultaneously
  • Excellent oral and written communication skills

It is the policy of Sheltering Arms that the Agency wholly complies with the equal treatment of all employees and applicants for employment without unlawful discrimination as to an individual’s perceived or actual race, creed, color, national origin, alienate, citizenship status, gender, gender identity, age, disability, marital status, partnership status, sexual orientation, ethnicity, religion, or veteran status in all employment decisions, including but not limited to recruitment, hiring, compensation, training and apprenticeship, promotion, upgrading, demotion, downgrading, transfer, layoff and termination and all other terms and conditions of employment.

Physical Requirements: Must have the ability to complete all standard administrative and support tasks including but not limited to climbing up and down stairs, operation of computers/phones/fax/printer/copy machine, and the ability to lift boxes, furniture, and equipment up to 30lbs. Must be able to travel from the various locations and sites of Sheltering Arms. Ability to perform physical restraint of youth using approved restraint techniques. Physical and PPD clearances required and reevaluated annually.

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