Services for the Underserved

  • Manager, Incidents & Investigations

    Job Location US-NY-New York
    Quality Assurance
    Regular Full-Time
  • Position Overview

    The incumbent will ensure all incidents are reported in compliance with regulatory requirements across all program service divisions. Ensure protective measures are put into place to prevent the reoccurrence of incidents. Coordinate the investigations of incidents and follow-ups of all incidents. Assist with identification of incident trends and ensure that programs are appropriately addressing noted trends.


    Incident Management:

    • Under the guidance of the Director of Incidents/Investigations, supervises all incident management specialist(s) assigned to DD, BH, Homeless Services, PLWA and Veterans service divisions.
    • Assists with the triaging reports of all incidents (minors; significant incidents and allegations of abuse/neglect) to ensure all protective measures are in place for consumer safety.
    • Assists with the management of data and submission of corrective action plans (CAPs) in all state computerized incident management systems, including IRMA and NIMRS.
    • Reviews all incidents to ensure all IRC minutes and follow-ups are completed in a timely manner and submitted to the Incident Review Committee for review.
    • Periodically participates as the Quality Assurance liaison in the Incident Review Committee meetings across all program service divisions.
    • Review monthly incident data and generate regular incident trend reports across service divisions.
    • Responsible for overseeing random checks of incident books for programs in preparation for program audits by funding sources.
    • Responsible for the distribution of documentation to all relevant parties, including Justice Center letters of determination, mortality review reports, Jonathan Law letters, etc.
    • Serve as a liaison to external oversight bodies, including without limitation, the Justice Center, OPWDD, OMH, OASAS, DHS, etc.
    • Provide oversight to incident management staff to ensure proper routing and closure of consumer grievances.


    • Under the guidance of the Director of Incidents/Investigations, supervises all internal and external investigators.
    • Works with the Director of Incident Management/Investigations to ensure that agency investigations are completed pursuant to regulatory standards/requirements.
    • Responsible for reviewing investigation reports and providing support/assistance/feedback to investigators.


    Other Responsibilities:

    • Responsible for maintaining all incident management and investigation logs.
    • Responsible for participating in audit reviews in the various facilities.
    • Responsible for conducting unannounced visits to program sites to perform observations and fire drills.
    • Responsible for identifying and reporting incidents with legal and/or financial risks and exposures to the Director of Legal Affairs and Risk Management.
    • Responsible for training staff on Incident Reporting, Justice Center Regulations, and investigations.
    • Perform other duties as requested


    EDUCATION: Bachelor’s Degree required in related field


    EXPERIENCE: Minimum five (5) years of experience in a management position in program operations or quality assurance in the human services field. Experience working in the developmental disabilities field preferred.


    SKILLS: Strong communication (verbal and written) and interpersonal skills, as well as strong analytical and organizational skills. The ability to multi-task and balance competing priorities, the ability to work with minimal supervision, and effectively manage systems and clearly communicate status. Must have strong attention to detail and the ability to manage a high-volume workload efficiently and effectively.


    REQUIREMENTS: Must be able to interpret and apply incident management regulations. Must have experience with the Justice Center incident management process within licensed programs for OPWDD, OMH, and OASAS. Must be on call for incident reporting from programs during non-office hours, evenings, weekends and holidays. Must be flexible regarding travel to all programs throughout all boroughs. Must be able to generate incident and investigation related spreadsheets and reports, including incident trend analysis reports. Experience with using OPWDD and OMH incident management databases. Must be proficient in MS Word, Excel, and Outlook.



    Company Overview

    Services for the UnderServed (S:US) believes every New Yorker has the right to lead a life of purpose. Since 1978, S:US has been turning this belief into reality by advocating for people with life circumstances marked by homelessness, intellectual/developmental disability, behavioral health and addiction challenges, poverty, criminal justice involvement, and trauma. Our dedicated workforce of 2,400 provides services and supports to transform the lives of 35,000 individuals and families in New York City and Long Island.


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