Quality Safety Analyst, Child Safety | Remote - Nationwide Remote Office (US99)

The Quality Safety Analyst will be responsible for a variety of QA and monitoring activities to ensure uniform quality standards are applied at the Call Center including call monitoring and evaluation, auditing of call interaction documentation and reporting, and identifying training needs of staff. The position reports to the QA Manager for the Call Center. 

ICF offers an excellent benefits package, an award-winning talent development program, and fosters a highly skilled, energized and empowered workforce. 
 

Key Responsibilities:  

• Conducts a variety of QA and monitoring activities to ensure uniform quality standards are applied by all Call Center staff. 
• Auditing to ensure contact documentation is completed for every call.  
• Reviews reports created and provides assessments on trends, patterns, and possible concerns that can arise to be elevated to the client.  
• Reviews and monitors employee files to ensure all background checks are complete and current. 
• Evaluates notifications of Prevention of Sexual Abuse (PSA) Hotline alerts 
• Review and assess Critical Incident Reports and safety plans for compliance, accuracy and to ensure reporting criteria have been met.  
• Review all mandated child abuse reports and reports to law enforcement to assure they are reported accurately to local authorities.  
• Reviewing or preparing safety reports to be submitted to ORR.  
• Identifying training needs based on review of calls.  
• Reviews and submits new referrals to Post Release Services. 
• Work closely with the call center staff, ORR (client) and client’s stakeholders in the execution of deliverables and services.  
• Review and/or respond to all calls as needed from unaccompanied minors. 

Basic Qualifications:  

• Bachelors in social work or social services focused degree.
• Minimum of 3 years of experience in responding to reports of abuse regarding children, youth, or families in a hotline …