Incident Management Coordinator, IDD Services
Starting Salary: $50,000
Supports both the Knoxville and Chattanooga service areas
Why Join Us?
✔ On-Demand Pay – Access your earnings when you need them
✔ Comprehensive Benefits Package
✔ 401(k) with Company Match
✔ Generous Paid Time Off
✔ Career Growth & Development Opportunities
✔ Meaningful Work That Makes a Difference Every Day
OUR MISSION AND PERFORMANCE EXPECTATIONS
Sevita is a mission driven organization dedicated first and foremost to the children and adults we serve and support. The Network expects all employees to be mindful of this mission, and to perform their job to its fullest, and as stated in their job description.
Summary
The Incident Management Coordinator is a full-time, exempt position responsible for overseeing incident management, risk mitigation, compliance, and quality improvement activities within the assigned region. This role ensures reportable and non-reportable events are reviewed, investigated, tracked, and resolved in accordance with DDA regulations, agency policies, and quality standards.
The Incident Management Coordinator partners with operational teams, Support Coordinators, Case Managers, and regulatory entities to support risk management, corrective action planning, and continuous quality improvement efforts. The position also serves as chairperson of the Program Review and Event Response Team (PRERT), monitors investigations and action plans through completion, and conducts trend analysis to identify opportunities for improved outcomes and risk reduction.
DDA-certified Provider Investigator certification is preferred.
ESSENTIAL JOB FUNCTIONS
To perform this job successfully, an individual must be able to satisfactorily perform each essential function listed below:
Quality Improvement
- Organizes, oversees and implements regional strategy to support continuous quality improvement
- Participates as a member of the statewide Quality Improvement team under indirect supervision from the Quality Improvement Manager
- Assesses service planning and delivery, documentation and safe-guarding the rights, funds, and health and safety of persons being served.
- Leads early identification and intervention for emerging quality concerns, strategizes about solutions and guides implementation.
- Verifies implementation of strategies designed to improve quality services and outcomes.
- Provides technical assistance, subject matter expertise and partners with operations to design and implement local process improvement initiatives.
- As a member of the regional management team, participates in regional meetings, monitors data, reports on regional quality indicators and translates data analysis into needed action steps.
- Implements annual regional Quality Improvement goals.
- Reviews satisfaction survey data and supports the design, implementation and verification of customer satisfaction improvement strategies.
Compliance
- Partners with operations and Quality Improvement Manager to implement and verify Network and local policies and procedures.
- Stays current and knowledgeable about external requirements and internal standards and expectations applicable to the services provided in the assigned region.
- Conducts regular reviews of program operations and service delivery to assess compliance with internal and external standards.
- Supports operations and Quality Improvement Manager to prepare for licensing, certification and accreditation reviews.
- Collaborates with operations leadership to develop and implement correction plans to remediate identified deficiencies and verifies implementation.
- Completes Network Performance Audits.
Risk Management
- Oversees regional incident management and reporting.
- Collaborates with operations and Quality Improvement Manager to design and implement risk mitigation strategies.
- Reviews incident data and conducts analysis; drives process to remediate identified incident patterns and trends.
- Assists in monitoring local process for data entry into electronic and/or paper documentation systems.
- Conducts internal investigations of incidents, allegations and complaints; reviews facts, determines conclusions and advises about response to findings.
- May support operations with reviewing referrals and completing intake activities when individuals are admitted.
Education and Training
- Collaborates in the development and implementation of operations education and training plan, including training for electronic documentation systems.
- May assist with auditing education and training documentation, especially to prepare for licensing or certification reviews.
- May provide education and training on topics such as customer service, program planning, individual rights, incident management, risk management, health and safety training, etc.
Provides technical support with Quality Improvement and documentation systems as required.
Personnel Management
- When approved in larger regions, supervises Quality Improvement Coordinator, including completing performance evaluations, scheduling, orientation, and training.
- Makes recommendations for decisions on employee hires, transfers, promotions, salary changes, discipline, terminations, and similar actions.
- Resolves employee problems within position responsibilities.
- Additional Incident Management Responsibilities
- Reviews reportable and non-reportable events to ensure timely and appropriate follow-up actions are completed.
- Ensures reportable events are submitted in accordance with DDA requirements and agency standards.
- Conducts or oversees Tier 2 investigations and ensures completion and submission within required regulatory timeframes.
- Develops, monitors, and tracks corrective action plans resulting from investigations, audits, and event reviews through completion.
- Serves as chairperson of the Program Review and Event Response Team (PRERT), facilitating meetings and ensuring follow-up on identified action items and recommendations.
- Collaborates with Support Coordinators and Case Managers regarding Risk Assessments and Risk Reviews as needed.
- Conducts trend analysis of reportable events, non-reportable events, and investigations, providing recommendations and reports to agency leadership to support quality improvement and risk reduction initiatives.
- Maintains oversight of PRERT recommendations, Risk Review outcomes, and related corrective actions until resolution.
- Maintains organized and accessible documentation, including PRERT meeting minutes, investigation files, action plans, and supporting records.
- Ensures informational findings and recommendations from investigations and event reviews are implemented and verified.
Performs other related duties and activities, as required.
SUPERVISORY RESPONSIBILITIES
Yes, in larger regions were approved, supervises Quality Improvement Coordinators.
Minimum Knowledge and Skills required by the Job
The requirements listed below are representative of the knowledge, skill, and/or abilities required to perform the job:
Education and Experience:
- Bachelor’s degree or an equivalent combination of education and experience that provides proficiency in the areas of responsibility may be substituted.
- Three years’ experience in quality improvement or other related social services field is required.
Certificates, Licenses, and Registrations:
- Current driver's license, car registration and auto insurance if providing transportation to individuals receiving services or for other business purpose.
- DDA-certified Provider Investigator certification is preferred.
Other Skills and Abilities:
N/A
Other Requirements:
Physical Requirements:
- Light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work.
AMERICANS WITH DISABILITIES STATEMENT
External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job functions either unaided or with assistance of a reasonable accommodations to be determined on a case-by-case basis.
Sevita is a leading provider of home and community-based specialized health care. We believe that everyone deserves to live a full, more independent life. We provide people with quality services and individualized supports that lead to growth and independence, regardless of the physical, intellectual, or behavioral challenges they face.
We’ve made this our mission for more than 50 years. And today, our 40,000 team members continue to innovate and enhance care for the 50,000 individuals we serve all over the U.S.
As an equal opportunity employer, we do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, citizenship, or any other characteristic protected by law.
