University of Massachusetts Medical School

  • Program Monitor & Trainer

    Minimum Salary US-MA-Shrewsbury
    Job Location 7 days ago(7 days ago)
    Requisition Number
    # of Openings
    Posted Date
  • Overview


    Under the direction of the Director of Performance Improvement or designee, the Program Monitor and Trainer is responsible for the quality assurance activities of assigned service delivery programs within Disability and Community Services.  This position will execute internal and external quality assurance reviews and develop corrective action plans to resolve deficiencies.  The program monitor and trainer will ensure the integrity of programs and individuals receiving services through Disability and Community Services, and ensure subcontracted agencies comply with contract terms and program personnel comply with the state agencies’ service delivery requirements.  This position will develop and deliver training to subcontracted providers and their employees to meet the requirements set forth by the contract.



    • Develop the performance measures and methodologies consistent with the program and state agencies’ goals to monitor internal and subcontractor performance with contract terms.
    • Develops and implements comprehensive performance improvement plan by determining interventions for needed areas of improvement, including education and training, and follow-up activities as needed.
    • Develop and deliver training curriculum to subcontractors and their employees to insure the provision of services as outlined in the contract scope of service, and monitor the trainees’ ability to apply the training curriculum.
    • Review, examine and assess the quality of work performed by subcontractors and program personnel through sub-contractor-submitted reports, internal documentation, staff feedback and other pertinent information.
    • Identify deficiencies in performance, and lead and implement a corrective action plan with input from key subcontractor, program personnel, and departmental management personnel to resolve deficiencies.
    • Document all contacts and efforts to resolve identified deficiencies.
    • Develop and prepare clearly written reports summarizing training and monitoring activities.
    • Participates in the coordination of departmental clinical performance improvement activities.
    • Assist in the development and revision of contract scopes of service.
    • Act collaboratively as a liaison to departmental staff for implementation and follow-up of corrective action activities.
    • Visit subcontractors place of operations and service delivery locations to insure service delivery is consistent with contract terms.
    • Interview subcontractor program staff to identify and determine critical factors impacting service quality.
    • Develop and implement monitoring and training work plans, and preparation of deliverables.
    • Recruit and train new service providers within specific areas.
    • Write new programmatic policies and procedures, services and programs and oversee their implementation.
    • Comply with all safety and infection control standards specific to the work site.
    • Perform other job-related duties as required or assigned.



    • Bachelor’s degree in social work, rehabilitation counseling, nursing, allied health field (OT, PT, RT, SLP or equivalent field) or other related field
    • Five years of work experience in health and human services
    • Knowledge and experience with social service/human service/rehabilitation systems
    • Previous experience working with vulnerable populations (including people of all ages with disabilities and Medicaid recipients)
    • Ability to work in and with groups, as a leader/facilitator and team member
    • Excellent verbal and written communication skills. 
    • Must be able to travel statewide.

    Additional Information


    • Master’s degree in related field
    • Prior experience developing, managing and/or delivering training and quality assurance programs and projects including the development of evaluation and outcome measures
    • Prior direct service experience in human services (i.e., case management, personal care services or other home and community-based services)
    • Demonstrated experience working with spreadsheet and database programs including working knowledge of MS Access, MS Excel, SAS and/or SPSS
    • Familiarity with basic quantitative research methods, including statistics and measurements, and survey qualitative research methods and data collection, including experience with interviewing and coordinating focus groups



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