Dir Quality Enhancement

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,