Incident Management Specialist

POSITION SUMMARY: 

To provide support to Starfish Family Services by protecting client rights; reviewing and tracking incidents, client rights complaints, and grievances; and providing recommendations for remediation and process improvement. This position is responsible for managing the agency’s incident reporting system.

EDUCATION AND EXPERIENCE: 

1. Bachelor’s degree in psychology, Counseling, Social Work, Education, Sociology, or other human service field
2. Minimum of two years’ experience in a human service setting including client rights

Principle Duties and Responsibilities

1. Understand and manage the agency incident reporting system.
2. Serve as agency Client Advocate.
3. Act as Customer Service liaison for Detroit Wayne Integrated Health Network by assisting with Customer appeals and grievances; provide reporting as required.
4. Manage client rights processes, including monitoring incidents for potential client rights violations, conducting in person investigations and root cause analysis as appropriate, and providing training recommendations based on investigation results.
5. Aggregate and analyze incident data and prepare organizational reports and trend summaries.
6. Recommend training and process improvements based on data trends and work with appropriate administrative and programmatic teams to implement, when appropriate.
7. Coordinate with the Compliance Manager and support consultation with legal counsel, as needed, on client rights, incident response, and related compliance matters.
8. Develop and conduct in person training as necessary to ensure agency and agency employee compliance with policies and procedures, including client rights.
9. Advise programs on safety and security compliance requirements related to incident trends.
10. Support external audits by coordinating requested documentation, responding to auditor inquiries, and assisting with quality improvement follow-up actions.
11. Assist Strategy & Innovation Department Teams as requested.
12. Provide incident and client rights reporting clarification to Executive Leadership, including interpreting trends and answering data-related questions.
13. Perform other reasonably related Incident Management duties assigned by Compliance Manager, Director of Data and Evaluation, or Chief Strategy Officer.

Job Specific Competencies

• Knowledge of incident, grievance, and client rights reporting and review
• Working knowledge Microsoft Office with proficiency in Excel, Power BI and PowerPoint software
• Knowledge of childcare licensing guidelines, Michigan Mental Health Code, Council on Accreditation, HIPAA and FERPA preferred
• Knowledge of the Behavioral Health Services and Early Childhood Education required

LICENSING AND OTHER REQUIREMENTS: 

• Valid driver’s license and / or reliable transportation.
• Must be able to perform frequent in-person investigations at various program sites as required by the role.

Starfish Family Services is an Equal Opportunity Employer

EOE/M/F/D/V