Investigator-Complaint Supervisor-QA535210

JOB SUMMARY:

The purpose of the Investigator and Complaint Supervisor is to investigate allegations for the agency and promote conformance to standards, quality improvement and corporate compliance in ICL services programs through ongoing monitoring, evaluation, consultation, education, investigation and the development of quality- and compliance-related products and processes.  Oversee the daily complaint management operations ensuring timely, accurate and compliant handling of customer complaints.   This role provides direct supervision to at least one Complaint Specialist, supports process improvement initiatives, and serves as a key escalation point for complex or sensitive cases.  This role ensures that all complaint activities meet internal quality standards as well as regulatory and organizational requirements.

ESSENTIAL JOB FUNCTIONS: To perform this job successfully, an individual must be able to perform each essential duty listed satisfactorily with or without a reasonable accommodation.  Reasonable accommodations may be made to enable qualified individuals with a disability to perform the essential duties unless this causes undue hardship to the agency.

Investigator

• Conduct assigned investigations into reportable incidents, allegations of abuse and neglect, and fraud, waste, and abuse allegations that occur in ICL and affiliate programs as needed.


• Collecting information to establish


• Conduct interviews with persons (staff, person served, people in the community) determined to be relevant to the event/situation.


• Assess all evidence of facts and make


• Present conclusion based on a preponderance of evidence to the Chief Investigator.


• Writing the investigation


• Submit investigations under the Justice Center’s jurisdiction to the Web Submission of Investigation Report (WSIR) application


• Complete a state approved investigation


• Knowledge of relevant NYS regulations and ICL policies related to


• When needed, participate in ICL and affiliate corporation incident management programs: including but not limited to presenting special investigations of serious reportable incidents and allegations of abuse, and fraud, waste, and abuse allegations to the Incident Review Committees (IRC).


• When needed, participate in ICL and affiliate corporation incident management programs:
  
  
  
  • including but not limited to auditing compliance with state regulations and agency policy, and conducting special investigations of serious reportable incidents and allegations of abuse, and fraud, waste, abuse
  
  
  • Participate in the design, production and use of quality assurance and compliance auditing products; and
  
  
  • Issue specified reports of auditing findings
  
  
  
  

Consultation Activities

• Assist ICL and affiliate corporation staff in preparation for


• Assist ICL and affiliate corporation programs with achieving conformance to Federal and State standards through participation in planning activities and development of quality and compliance-related products and processes.


• Participate in development of ICL and affiliate corporation electronic clinical information systems, providing consultation to program staff in use of ICL's EMR to construct assessments, treatment plans, and quality audit products.

Educational Activities

• Participate in design and delivery of workshops and other educational materials to program managers and staff that provide knowledge and information on accrediting, regulatory and professional standards and practices that pertain to compliance for existing and new programs.


• Represent the agency at relevant conferences by designing and presenting educational materials and activities that promote continuous quality improvement and corporate

Relationships with Others in the Agency

• Report to the Director – Risk Management for


• Participate in program planning projects and meetings to provide input on development of quality control and program evaluation elements; and


• Conduct or participate in management meetings with service-delivery staff to establish, delineate, and review program organizational policies, to coordinate functions and operations between departments, and establish responsibilities and procedures for attaining objectives and assist with the implementation of new programs.

Complaints

• Supervise, mentor, and support Complaint Specialist in their daily work.


• Monitor workload distribution to ensure timely resolution of all complaints.


• Conduct regular coaching sessions, performance evaluations, and training.


• Foster a positive, collaborative, and customer‑focused team culture.


• Serve as the primary escalation point for complex, high‑risk, or sensitive complaints.


• Review and approve complaint investigations, responses, and documentation.


• Ensure all complaints are handled in accordance with company policies, service-level agreements, and regulatory standards.


• Identify trends or recurring issues and escalate them to management as needed.


• Audit complaint files for accuracy, completeness, and compliance.


• Ensure adherence to regulatory requirements (e.g., industry-specific standards, consumer protection guidelines).


• Collaborate with program areas when necessary.


• Recommend and implement improvements to complaint-handling processes.


• Track key performance indicators (KPIs) and prepare reports for leadership.


• Support cross‑departmental initiatives to reduce complaint volume and improve customer experience.

Perform other related duties as assigned

Essential Knowledge, Skills and Abilities

• Committed to the active promotion of the ICL values and goals.


• Knowledge of research methods, forensic interviewing techniques, and the principles of evidence identification and preservation.


• Knowledge of internal company policies, disciplinary procedures, and the specific functions of oversight agencies.


• Ability to synthesize complex information, identify problem areas, and use logic to reach well-reasoned findings.


• The ability to remain strictly neutral throughout a process, ensuring findings are based solely on objective facts rather than personal bias.


• Openness to new information and the flexibility to adjust investigative plans as facts evolve or unexpected obstacles arise. 


• Strong command of written and verbal communication, specifically in producing investigative documentation and executive briefings.


• Knowledge of Federal, New York State and New York City regulations pertaining to the operation of programs and investigations


• Strong organizational and project management skills with a proven ability to resolve systemic operational challenges.


• Ability to exercise independent initiative while maintaining seamless integration as a high-performing member of a multi-disciplinary team.


• Knowledge of computer-based software including Microsoft Office components.

Qualifications and Experience:

Bachelor's degree in psychology, education, social work or related field and three years’ experience working in a human services organization conducting investigations, performing quality assurance work, or managing programs.