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About the Role
The Incident Management Specialist (IMS) will collaborate with the Director of Quality Assurance, the Quality Assurance team, and Programs to manage the development, implementation, and review of incident management frameworks. The role focuses on establishing and improving systems and processes to monitor and reduce adverse events and enhance client and staff safety.
Responsibilities
- Investigate incidents for all licensed and unlicensed programs in collaboration with the QA team.
- Manage the incident process lifecycle from open to closure in the internal reporting system.
- Support programs with incident management oversight, guidance, and consultation.
- Delegate incidents to the QA team for triage and follow-up.
- Coordinate agency interaction with the Justice Center, OASAS, and OMH regarding significant incidents, including allegations of abuse and neglect, and provide requested documentation.
- Review and follow up on all incidents occurring in licensed and unlicensed programs, which may include inquiries, technical assistance, investigation reviews, and site visits.
- Provide oversight and technical assistance for reviewing sentinel events, including tracking root cause analyses and corrective action plans.
- Participate in and/or conduct special investigations for exceptionally serious incidents to determine and mitigate systemic causal factors.
- Share on-call responsibilities with the Director of QA for triaging and investigating exceptionally serious incidents.
- Assist in the development, implementation, revision, and review of all organizational policies related to incident management and safety.
- Participate and assist in other projects related to Quality, Safety, and Incident Management.
- Ensure day-to-day operations of the incident reporting system and transmission of data and reports to appropriate regulatory or state oversight agencies.
- Assist in the preparation and analysis of data for quality, incident management, and compliance purposes for key organizational and governance committees.
- Manage and facilitate monthly Incident Review Committee (IRC) meetings, including case identification, data preparation, agenda setting, and monitoring recommendations and corrective actions.
- Coordinate with program leaders to ensure accurate and timely follow-up completion.
- Manage the incident review period cycle to ensure incidents are reviewed within the timeframes set by state oversight agencies.
- Develop and provide core in-service training and other identified training as needed, and evaluate outcomes.
- Perform periodic audits in coordination with QA specialists.
Requirements
- Bachelor’s degree in a human service-related field.
- Five years' paid human service experience.
- Master’s degree in human services (preferred).
- Three years' paid human services experience (preferred).
- NYS motor vehicle license.
- Safe driving record.
- Availability of personal vehicle for work.
- Demonstrated ability to communicate effectively and work cooperatively with other staff and community professionals, both verbally and in written format.
- Ability to read and interpret policies, procedures, and various other information.
- Demonstrated organizational and teaching abilities.
- Demonstrated ability to develop, implement, and evaluate staff development and quality assurance activities.
- Demonstrated ability to manage sensitive client information, adverse clinical and medical events, and sensitive agency information.
- Ability to maintain emotional control under stressful situations.
- Critical Thinking skills.
- Complex Problem Solving skills.
- Incident management training by OMH, OASAS, and/or Justice Center (preferred).
- Knowledge of Monroe County mental hygiene service system (preferred).
- Intermediate Computer Literacy, including internet searches, email with attachments, opening and editing documents, using spreadsheets and reporting tools, and accessing external reporting platforms.
- Intermediate Microsoft Word skills, including producing business letters, simple tables and charts, spell checking, changing page orientation, sorting, saving, opening, and organizing electronic files.
- Alignment with East House Values: Humanistic, Collaborative, Optimistic, Progressive, Integrity.
- Represents the organization professionally and aligns with its mission.
- Performs work with integrity and in compliance with established processes, procedures, and regulations.
- Takes responsibility for all work activities and personal actions.
- Follows through on commitments and implements agreed-upon decisions.
- Maintains confidentiality with sensitive information.
- Acknowledges and learns from mistakes without blaming others.
- Recognizes the impact of one’s behavior on others.
- Values and appreciates the unique backgrounds, experiences, and perspectives of every individual.
- Actively includes others in conversations and decision-making.
- Listens without judgment, communicates and interacts politely and civilly, and acknowledges others' contributions.
- Offers help, encourages collaboration, and creates safe spaces where everyone feels comfortable sharing ideas and concerns.
Skills
- Incident Management
- Data Management
- Training Development
- Auditing
- Communication (Verbal and Written)
- Organizational Skills
- Teaching Abilities
- Staff Development
- Quality Assurance
- Sensitive Information Management
- Emotional Control
- Critical Thinking
- Complex Problem Solving
- Computer Literacy
- Microsoft Word
Location
- Rochester (greater Rochester area)
Work Type
- Full-time
- Onsite
Experience Level
- 5 years paid human service experience
- 3 years paid human services experience (preferred)
Education Level
- Bachelor's degree in human service-related field
- Master's degree in human services (preferred)
About the Company
- East House is a dedicated non-profit organization committed to supporting individuals on their journey to recovery.
- We provide comprehensive services, including residential support, counseling, peer support and community outreach to empower individuals to overcome mental health and substance use disorders and lead fulfilling lives.
- Our mission is to foster a supportive environment that promotes healing and long-term recovery, while upholding our humanistic, optimistic, progressive, and collaborative values rooted in integrity.
Equal Opportunity
- East House provides reasonable accommodations to applicants with disabilities under the Rehabilitation Act, the Americans with Disabilities Act, the New York Human Rights Law, or similar applicable law. If you need reasonable accommodation for any part of the application and hiring process, please contact the Human Resources office at 585-238-4800 or email your request to HRTeam@easthouse.org. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.