Incident Management Specialist (Human Services)

Services for the UnderServed is a human services organization seeking an Incident Management Specialist to oversee incident reporting and compliance. The role ensures protective measures for individuals served, reviews investigations and documentation, manages regulatory data, conducts trainings, analyzes incident trends, and coordinates corrective actions across departments.

Responsibilities

• Serves as the primary QA contact person for all program staff and external oversight bodies with regard to incident management reporting and processes
• Responsible to interpret and apply incident management regulations, and to provide technical support to staff regarding incident management regulations
• Triages reports of all incidents to ensure all protective measures are in place for consumer safety, including attending daily triage meetings
• Reviews all notifications, preliminary investigations, occurrence reports, and other supporting documentation, and follows-up with program staff on missing pertinent information to ensure compliance with regulations
• Serves as the Quality Assurance co-chair in monthly Incident Review Committee (IRC) meetings
• Complete minutes/follow-ups for IRC meetings, and submits to program management and appropriate staff
• Reviews all incidents to ensure all IRC minutes and follow-ups are completed in a timely manner and submitted to the IRC for review
• Conduct Incident Management trainings for all staff levels
• Help to develop and update training materials for Incident Management trainings
• Maintain incident management reporting logs with data to support incident trends
• Responsible for the management of data (including the submission of corrective action plans) in required state computerized incident management systems (e.g., IRMA and NIMRS)
• Draft monthly incident trend reports, analyzing any trends pertaining to consumer incidents, and requesting appropriate corrective actions
• Conduct post incident analysis and ensure accurate root cause of incidents is captured and appropriate preventive actions are identified and tracked
• Provide incident updates to stakeholders and leadership as required (in verbal and/or written form)
• Request additional information from external sources in order to thoroughly review incidents
• Provide required notification and updates on all incidents within established department heads
• Coordinate with program leadership and HR to ensure swift resolution on incidents
• Communication: Ability to communicate effectively, and demonstrate good interpersonal and professional skills when interacting with individuals served, co-workers, and management. Maintain open communication with your supervisor as it relates to the completion and accuracy of assignments. Listen and respond appropriately to others’ ideas, make suggestions and offer alterative solutions, and give and receive honest and constructive feedback
• Quality of Work: Assignments are accurate, complete, timely, and comply with agency and department policies and procedures. Independently work towards overcoming challenges and barriers to accomplish performance objectives. Complete an acceptable quantity of work within deadlines, while maintaining the required quality and accuracy of the work
• Integrity/Compliance: Uphold personal and professional ethics and values, considering the values of the organization and respecting the culture, beliefs and abilities of individuals we serve. Ensure compliance with HIPPA and other regulatory requirements for responsible areas, as well the completion of all assigned trainings
• Teamwork: Encourage team unity through sharing information/expertise, working together to solve problems, and putting team success first. Attend and participate in departmental and team meetings
• Self-Motivated/Flexible: Demonstrate initiative and endeavor to maintain a stable level of productivity. Ability to multi-task and balance competing priorities, work with minimal supervision, and exercise sound and practical judgment and problem-solving. Easily adjust to changes in routine, assignments, and agency/client needs while continuing to be productive
• Job Knowledge : Demonstrate skills and knowledge relevant to job functions. Apply current best practices and maintain awareness of major developments in your specialty area. Demonstrate expertise in relevant regulatory requirements
• Writing : Convey ideas and facts in writing using language the reader will best understand. Use correct vocabulary, spelling, grammar, and punctuation. Present information clearly, concisely, and logically for the intended audience

Preferred

• Master's Degree preferred
• Incident Management experience preferred
• In lieu of Bachelor's Degree, High School Diploma or equivalent with minimum of seven (7) years of experience in the healthcare or non-profit field
• In lieu of Bachelor’s Degree, High School Diploma or equivalent with minimum of seven (7) years of experience in the healthcare or non-profit field.
• Master’s Degree
• Incident Management
• Healthcare Field Experience
• Nonprofit Field Experience
• High School Diploma
• Equivalent
• Seven Years of Experience

Benefits

• Health and wellness resources
• Generous PTO
• Professional development
• In-person work

Company

• Social services for homeless, disabled, and vulnerable New Yorkers
• New York, New York, USA
• https://www.sus.org/
• Founded in 1978
• 1001-5000 employees

Qualifications

• Bachelor's Degree required in related field, together with minimum of two (2) years of experience in the healthcare or non-profit field
• Must be willing to:
• Ability to communicate effectively, and demonstrate good interpersonal and professional skills when interacting with individuals served, co-workers, and management
• Listen and respond appropriately to others' ideas, make suggestions and offer alterative solutions, and give and receive honest and constructive feedback
• Assignments are accurate, complete, timely, and comply with agency and department policies and procedures
• Independently work towards overcoming challenges and barriers to accomplish performance objectives
• Complete an acceptable quantity of work within deadlines, while maintaining the required quality and accuracy of the work
• Uphold personal and professional ethics and values, considering the values of the organization and respecting the culture, beliefs and abilities of individuals we serve
• Encourage team unity through sharing information/expertise, working together to solve problems, and putting team success first
• Demonstrate initiative and endeavor to maintain a stable level of productivity
• Ability to multi-task and balance competing priorities, work with minimal supervision, and exercise sound and practical judgment and problem-solving
• Easily adjust to changes in routine, assignments, and agency/client needs while continuing to be productive
• Demonstrate skills and knowledge relevant to job functions
• Apply current best practices and maintain awareness of major developments in your specialty area
• Demonstrate expertise in relevant regulatory requirements
• Convey ideas and facts in writing using language the reader will best understand
• Use correct vocabulary, spelling, grammar, and punctuation
• Present information clearly, concisely, and logically for the intended audience
• Master's Degree preferred
• Incident Management experience preferred
• In lieu of Bachelor's Degree, High School Diploma or equivalent with minimum of seven (7) years of experience in the healthcare or non-profit field
• Bachelor’s Degree required in related field, together with minimum of two (2) years of experience in the healthcare or non-profit field.

Required skills

• Corrective Action Plans, Data Analysis, HIPAA Compliance, Healthcare, IRMA, Incident Management, Incident Trend Reporting, NIMRS, Quality Assurance, Regulatory Compliance, Root Cause Analysis

Preferred skills

• Incident Management experience preferred, Master's Degree preferred

Experience

• 2+ years