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Quality Manager, DCF After-Hours Hotline

Quality Manager, DCF After-Hours Hotline

Job Title: Quality Manager

Department: DCF After-Hours Hotline

Reports to: Director, After-Hours Hotline

Job Class: Exempt


The Department of Children and Families (DCF) Hotline, operated by Judge Baker Children's Center (JBCC), is a statewide emergency response system that provides a critical service to ensure the safety and protection of the Commonwealth's children. The Hotline operates 24 hours a day, 7 days a week, 365 days a year, with DCF Area offices fielding calls weekdays from 9:00 am to 5:00 pm. The Hotline fields over 100,000 calls a year. Hotline staff are trained to assess the urgency of each call, elicit critical information, and initiate an emergency response when children are at imminent risk. We also provide information and referral when needed. The Hotline works in partnership with DCF managers and on-call workers across the state to respond to emergency reports, imminent safety situations and reports of missing or absent children. The newly redesigned Hotline program consists of three units: Child Abuse and Neglect Unit, Missing or Absent Child Unit, and the Hotline Support Unit, which supports DCF with coordinating emergency placements when necessary. 

Founded in 1917, JBCC is a Harvard Medical School affiliate with proven leadership in children's mental health, special education, and child welfare. Recognized for integrating research, training and direct service, JBCC is committed to enhancing the quality of care by bringing best practices to children and families of diverse communities. 

Position Description 

Judge Baker Children's Center, a Harvard Medical School affiliate, is seeking a half-time Quality Manager to work in the DCF After-Hours Hotline program. This is an exciting opportunity to work as a critical member of a new leadership team implementing and operating a significantly expanded and redesigned DCF After Hours Hotline program. 

The Quality Manager is responsible for creating and implementing a continuous quality improvement (CQI) plan in order to monitor and evaluate the performance of the DCF After-Hours program. They will work collaboratively as a member of the Hotline leadership team to maximize effective and efficient performance aligned with performance metrics defined by DCF as well as through the internal CQI process. 

Essential Duties and Responsibilities

  • Develop and oversee a comprehensive Quality Improvement Plan based on required and desired Hotline program metrics and measures, including use of continuous quality improvement techniques.

  • Responsible for the accurate and timely collection and analysis of After Hours Hotline Program data as defined by the CQI plan and required by DCF.

  • Serve as continuous quality improvement subject-matter-expert on the Hotline leadership team.

  • In collaboration with Clinical Manager, ensure appropriate procedures are established for call-monitoring and report-auditing.

  • Create assessment, reporting tools, and surveys as needed and as required.

  • Create relevant dashboards and prepare weekly reports for leadership team meetings.

  • Prepare timely and accurate monthly reports for the Leadership Team and quarterly reports for DCF.

  • Recommend and lead quality improvement activities.

  • Conduct quality management activities including but not limited to call-monitoring, report-auditing, and data interpretation. 

  • Design, implement and report the results of a User Experience Survey. 

  • Oversee training in quality-related subjects.

  • Develop strong working relationships with DCF, internal and external stakeholders. 

  • Convey an understanding of DCF's mission, vision, priority objectives, and priority populations.

  • Exhibit an understanding of DCF laws, regulations, rules, policies and procedures, specifications, standards and guidelines. 

  • Perform other duties as assigned. 

Qualifications and Skills

  • Master's Degree in Social Work, Public Health, or related field is required. 

  • Ability to analyze and determine the applicability of program data to draw conclusions and to make appropriate recommendations. 

  • Ability to work in a fast-paced environment.

  • Excellent interpersonal and customer service skills, including respect, compassion, tact and professionalism.

  • Ability to work in a fast-paced work environment.

  • Excellent organizational skills with attention to detail.

  • Excellent written and oral communication skills, and professional presentation skills.

  • Experience translating statistical information and data into easily digestible formats.

  • Commitment to cultural humility, diversity, equity and inclusion.

  • Expert skills working in Word, Excel and PowerPoint required; proficiency with SPSS or other statistical analysis program preferred.

  • Demonstrated competence with data analysis. 

  • Minimum of two years of relevant experience.

All applicants must apply and be granted access by DCF to the iFamilyNet system

Physical Requirements (with or without accommodation)

Must be able to climb, balance, stoop, kneel, crouch, crawl, reach, stand, walk, push, pull, lift, finger, grasp, feel, talk, hear and be capable of repetitive motion. Position requires exerting up to 20 pounds of force occasionally and/or 10 pounds of force frequently, and/or negligible amount of force constantly. Work requires close visual acuity. Position is not substantially exposed to adverse environmental conditions

Salary and hours: Compensation will be based on experience, and will range from $25,000 - $31,000 annually for a 20 hour/week position. A pro-rated benefit package is provided.

Judge Baker Children's Center is dedicated to the achievement of equality of opportunity for all its employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, marital status, age, national origin, disability, veteran status or any other protected group status under federal, state or local law. Judge Baker Children's Center is an Equal Opportunity/Affirmative Action Employer. 

The preceding statements shall not be considered a detailed description of all the work requirements of the job.  There may be other duties and responsibilities required to achieve the principal functions of the position and to advance the mission of Judge Baker Children's Center.


Interested applicants should send (1) a cover letter specifically addressing your experience related to the job responsibilities above, and (2) a curriculum vitae to The position will remain open until filled, and is contingent upon available funding.