About this role
Salary: $83,240 per year
Catholic Charities of Baltimore, Gallagher Services is seeking a Director of Quality Enhancement to lead the quality, service excellence, and organizational learning across Gallagher Services. The role oversees quality systems supporting 45 sites, approximately 200 people receiving residential and day services, and more than 400 employees, ensuring safe, effective, person-centered, and accountable service delivery. The Director advises leaders on performance, risk, and improvement priorities and translates data, regulatory requirements, and stakeholder feedback into sustainable improvements.
Gallagher Services supports adults with intellectual and developmental disabilities in living the life of their choice. Adults are supported in living, working and being involved in the community as independently as possible. The Cornerstones of the program are Person-Centered Planning and the mission and values of Catholic Charities.
JOB DUTIES & RESPONSIBILITIES:
• Provides strategic leadership and is accountable for the effective administration of the Agency's Quality Enhancement Program and Quality Assurance Plan, ensuring quality systems are consistently implemented, evaluated against established standards, and strengthened in response to organizational priorities and performance results.
• Establishes, in partnership with Agency leadership, measurable quality indicators and performance benchmarks aligned with strategic priorities; monitors progress, communicates material variances and emerging risks, and recommends actions that improve organizational performance and outcomes for people supported.
• Leads the Agency's accreditation strategy and activities with the Council on Quality and Leadership (CQL), ensuring readiness, sustained compliance, and integration of accreditation standards into service delivery and organizational practice.
• Oversees a coordinated quality monitoring framework—including protocols, tools, site visits, program reviews, documentation reviews, and health and safety assessments—to evaluate service quality, verify adherence to standards, and identify strengths, risks, and improvement priorities across Agency programs.
• Analyzes quality review findings, incident data, service information, surveys, personal outcome measures, and other evidence to identify systemic patterns and root causes and to guide risk mitigation, resource decisions, and improvement priorities.
• Directs cross-functional quality enhancement initiatives based on identified trends, findings, and organizational priorities and is accountable for defining expected results, monitoring implementation, evaluating effectiveness, and sustaining demonstrated improvements.
• Partners with program and departmental leaders to develop corrective and preventive actions in response to quality findings; tracks completion, verifies effectiveness, and escalates overdue actions, unresolved risks, or recurring performance gaps to appropriate leadership.
• Collaborates with the Compliance Officer to coordinate Agency responses to external regulators and auditors, including DDA, Liberty Healthcare, and OHCQ, ensuring timely preparation, accurate information, completion of follow-up requirements, and use of findings to strengthen operations.
• Oversees incident reporting in iCareManager and applicable Maryland systems, including PCIS2/LTSS, ensuring reportable incidents are documented accurately and on time in accordance with the Policy on Reportable Incidents and Agency requirements and that incident trends inform preventive strategies, training, and service improvements.
• Coordinates and participates in Agency investigations under the direction of the Associate Administrator of Operations, ensuring thorough fact-finding, identification of contributing factors, appropriate follow-up, and translation of lessons learned into systemic risk-reduction actions.
• Leads the Agency's Quality Enhancement System, including the Positive Behavioral Supports Committee, Standing Committee, and other quality-focused work groups, ensuring clear objectives, informed decision-making, documented follow-through, and alignment of committee work with organizational priorities.
• Reviews policies, procedures, protocols, and reference materials through a quality, regulatory, and person-centered lens and is accountable for recommending and coordinating updates that reduce risk, support consistent practice, and reflect current requirements and evidence-informed standards.
• Provides Agency leadership, committees, and other stakeholders with timely, accurate quality reports and actionable recommendations, enabling informed decisions, transparency regarding performance, and accountability for improvement commitments.
• Champions person-centered practices and personal outcome measures as core indicators of service effectiveness and provides consultation and technical assistance to leaders so that quality strategies improve individual choice, experience, safety, and outcomes.
• Builds organizational capability for quality by promoting shared accountability, facilitating learning across departments, and engaging in relevant Agency work groups and professional networks to identify and apply effective practices.
• Performs other duties as assigned in support of Agency priorities and operational needs.
EDUCATION & EXPERIENCE REQUIREMENTS:
• Bachelor's degree in human services, social services, health care administration, quality management, public administration, business administration, or a related field.
• Five (5) years directing or supporting a Quality Enhancement program in a large agency or equivalent combination of education and experience.
• Broad knowledge of person-centered human services, including personal care, household supports, health and safety practices, and other service-delivery areas relevant to evaluating quality and organizational risk.
• Extensive knowledge of Code of Maryland Regulations (COMAR) & Home and Community Based Services (HCBS) Final Rule, Long Term Services and Support (LTSS) waiver and service
REQUIRED SKILLS & ABILITIES:
• Advanced analytical, critical-thinking skills, with sound judgment in interpreting complex information, recognizing identify trends and root causes, assessing and orA
• Advanced consultation, negotiation, and relationship-building skills, supported by professional judgment and credibility to influence decisions, navigate competing interests, and build stakeholder commitment.
• Excellent written, verbal, presentation, and facilitation skills, with the ability to translate complex quality, regulatory, and performance information into clear, actionable messages for varied audiences.
• Exceptional organizational judgment and strategic prioritization skills to manage competing demands, allocate work appropriately, and maintain progress on high-impact commitments.
• Strong leadership, coaching, and supervisory capability to establish expectations, develop others, foster collaboration, and support effective team performance.
• Requires proficiency in using computer systems and software to perform job function, including but not limited to, Electronic Health Records (iCM), Windows PC, web browsing (i.e., Chrome, Internet Explorer, etc.), and Microsoft Outlook. Knowledge of other Microsoft Office applications, such as Word, Excel PowerPoint, Teams, and OneDrive is preferred.
PHYSICAL REQUIREMENTS & WORK ENVIRONMENT:
• Hybrid work options are available, contingent upon business needs and performance expectations in alignment with the Agency's policy.
• Remaining in a stationary position, which may involve standing or sitting for extended periods, as required to complete tasks or duties associated with the role.
• Adjusting or moving objects up to 25 lbs. in all directions, which may include lifting, carrying, pushing, pulling, or repositioning items as necessary to perform job duties.
• Hearing and vision abilities, with or without correction, sufficient to drive safely and effectively observe and communicate with others.
• Driving (Agency and/or personal vehicle) is required for this position. Driver must be at least 21 years of age, with a minimum of 2 years of driving experience, and a valid driver's license issued by the state of residence. There can be no state issued restrictions on the licenses that would impede drivers' ability to operate the vehicle as required by the Agency, and there must not be more than three (3) points on their driving record.
We offer a wide range of benefits to meet the ever-changing needs of our employees including but not limited to:
• Health/Dental/Vision
• Vacation/sick/holiday pay
• 403(b) Retirement Plan with a discretionary employer contribution
• Tuition advancement
• Paid Parental Leave
Join Catholic Charities of Baltimore where you will be an important member of a trauma-informed care organization that promotes a culture of safety, empowerment, healing, and self-care, and that believes that every person has infinite worth and promise.
Catholic Charities is an equal opportunity employer