Teleservice Quality Assurance Coordinator

The Teleservice Quality Assurance Coordinator (TQAC) is a part-time certified Speech Language Pathologist or Teacher of the Deaf responsible for centralized training, monitoring, and evaluating with dedication to LSL as a core tenet for all Clarke. This position ensures the same quality of services across all locations through training, monitoring, evaluating and mentorship with a focus on excellence in developing family and child listening and spoken language skills. 

This position is grant-funded and will be temporary through June 2026 with the potential to become permanent. 

Essential Duties/Responsibilities:

 Monitoring and Evaluation:

• Conducting regular observation of staff during clinical sessions to provide feedback and guidance.
• Conduct audits of clinical documentation to assess compliance with standards and identify areas for improvement.
• Analyze data related to treatment outcomes, and resource utilization to identify trends and potential issues.
• Tracking and reporting on key quality indicators and performance metrics.

 Process Improvement:

• Identifying opportunities to enhance the quality and efficiency of processes.
• Developing and implementing quality improvement initiatives, such as new policies, procedures, or training programs.
• Participating in root cause analysis of adverse outcomes to prevent future occurrences.

 Collaboration and Communication:

• Onboarding staff providing teleservice.
• Mentoring staff on best practices.
• LSL mentoring.
• Working closely with clinical staff, educational professionals and leadership to address quality concerns and implement corrective actions.
• Serving as a resource for staff on quality-related matters and providing education on best practices.
• Communicate findings and recommendations to relevant stakeholders (supervisors and leadership).

 Compliance:

• Ensuring compliance with relevant regulatory requirements, such as those set by the federal and each local and state laws.
• Staying up to date on changes in regulations and standards and communicating updates to staff.
• Preparing for and participating in accreditation surveys and other external audits.

Physical demands:

• Ability to sit at a computer for periods of time
• Ability to lift less than 10 lbs. on occasion

Education, licenses, certifications, skills and experience:

• SLP (LSL AVEd or LSL AVT preferred) or Teacher of the Deaf required with a minimum of 8 years professional experience.
• Experience in an educational or clinical setting is required
• Experience in teleservice preferred
• Experience mentoring and training is required
• Excellent communication and interpersonal skills
• Bilingual in Spanish is a plus
• Knowledge of education regulations, standards, and best practices.
• Ability to work independently and as part of a team

*Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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

*** Title IX Notice of Nondiscrimination: Clarke Schools does not discriminate on the basis of sex in admission, administration of its educational programs or activities or employment. Clarke Schools is required by Title IX and its implementing regulations at 34 C.F.R. Part 106 not to discriminate on the basis of sex in admission, administration of its educational programs or activities or employment. The Chief Human Resource Officer, Andrea Harkins MBA, SHRM-CP, 45 Round Hill Road, Northampton, MA 01060, telephone number 413-582-1155, has been designated as the employee responsible for coordinating Clarke Schools’ efforts to comply with and carry out its responsibilities under Title IX. Inquiries concerning the application of Title IX and its implementing regulations at 34 C.F.R. Part 106 to Clarke Schools may be referred to Andrea Harkins or to the U.S. Department of Education, Office for Civil Rights, at 400 Maryland Avenue, SW, Washington, DC 20202-1100, telephone number 800-421-3481.

EOE