Program Quality and Oversight Coordinator

The Executive Office of Aging & Independence (AGE) is a fast-paced, mission-driven environment responsible for promoting the independence, dignity, and well-being of older adults across the Commonwealth. AGE is seeking a motivated individual to join as our Program Quality & Operations Coordinator. This position is a member of the Operations team and supports initiatives designed to strengthen program quality, accountability, compliance, and operational integrity across AGE programs and the aging services network. Reporting to the Senior Manager of Compliance & Operational Integrity, the Program Coordinator will have primary responsibilities across two interconnected areas: Designation program management and Program Integrity.

The Program Coordinator will support AGE’s Designation initiative, a comprehensive performance and compliance framework used to assess operations and drive continuous quality improvement across the Aging Services Access Point (ASAP) network. The position will support the full lifecycle of Designation process, including project planning; maintenance and refinement of existing domains; development and testing of new measures and domains; data collection and analysis; stakeholder engagement; implementation and training; compliance reporting; and performance monitoring.

The Program Coordinator will also support AGE’s Program Integrity work by helping develop and implement approaches for identifying, assessing, and responding to programmatic, operational, fiscal, and compliance risks. This includes supporting oversight of contracted providers through targeted reviews, data analysis, risk identification, remediation, and development of sustainable oversight processes.

The position requires strong project management, analytical, organizational, and communication skills; exceptional attention to detail; and the ability to coordinate multiple complex workstreams across internal and external stakeholders. The Program Coordinator will also support priority initiatives identified by AGE leadership and the Secretary as agency needs evolve.

Duties and Responsibilities (These duties are a general summary and not all-inclusive):

• Coordinate AGE’s Designation initiative, including project plans, timelines, evaluation activities, and deliverables across Designation domains.
• Maintain and refine existing Designation measures, methodologies, tools, and guidance 
• Support development and implementation of new Designation domains and measures, including analysis, testing, stakeholder engagement, training, and launch.
• Analyze Designation data and program performance; prepare compliance reports, summaries, presentations, and other materials for internal and external stakeholders.
• Track compliance and quality improvement activities, including Quality Improvement Plans for Corrective Action (QIPCA).
• Support AGE’s Program Integrity framework and conduct targeted reviews to identify programmatic, operational, compliance, and fiscal risks.
• Analyze program, performance, fiscal, contractual, and other data to assess provider performance and support agency oversight and leadership decision-making.
• Coordinate with AGE teams, ASAPs, contracted providers, EOHHS partners, and other stakeholders on Designation, Program Integrity, and agency priorities.
• Support special projects and priority initiatives identified by AGE leadership and the Secretary, including time-sensitive analysis and other duties as assigned.

Required Qualifications:

• Knowledge of the principles and practices of human resource management including behavioral techniques, planning, forecasting, organizational development, etc.
• Knowledge of work simplification methods.
• Knowledge of the methods used in the preparation of charts, graphs and tables.
• Knowledge of the methods of general report writing.
• Ability to understand, explain and apply the laws, rules, regulations, policies, procedures, etc. governing assigned unit activities.
• Ability to analyze and determine the applicability of data, to draw conclusions and make appropriate recommendations.
• Ability to gather information by examining records and documents and by questioning individuals.
• Ability to assemble items of information in accordance with established procedures.
• Ability to determine proper format and procedure for assembling items of information.
• Ability to maintain accurate records.
• Ability to prepare and use charts, graphs and tables.
• Ability to prepare general reports.
• Ability to write concisely, to express thoughts clearly and to develop ideas in logical sequence.
• Ability to follow written and oral instructions.
• Ability to give written and oral instructions in a precise, understandable manner.
•  Ability to communicate effectively in oral expression.
• Ability to establish and maintain harmonious working relationships with others.
• Ability to adjust to varying or changing situations to meet emergency or changing program requirements.
• Ability to exercise sound judgment.
• Ability to exercise discretion in handling confidential information.

Preferred Qualifications:

·       Strong project management and organizational skills, including demonstrated ability to coordinate multiple complex projects, workstreams, deadlines, and stakeholders simultaneously.

·       Exceptional attention to detail and demonstrated commitment to accuracy, consistency, and quality.

·       Ability to analyze quantitative and qualitative data, identify meaningful trends or inconsistencies, draw conclusions, and develop appropriate recommendations.

·       Ability to gather and synthesize information through review of records, reports, policies, contracts, data, and other documentation.

·        Ability to develop and maintain organized project documentation, trackers, workplans, standard operating procedures, and other project management tools.

·       Ability to independently manage assigned projects while recognizing issues requiring consultation or escalation.

·       Strong written communication skills, including the ability to communicate complex information concisely and develop clear reports, guidance, presentations, and recommendations.

·       Strong oral communication and facilitation skills, including the ability to communicate effectively with internal leadership, program staff, providers, and external stakeholders.

·       Ability to exercise sound judgment and discretion when working with sensitive, confidential, or potentially consequential information.

·       Ability to identify operational risks, gaps, and opportunities for process improvement.

·       Ability to develop effective working relationships and collaborate across organizational and functional boundaries.

·       Ability to adapt to changing priorities and manage time-sensitive assignments in a fast-paced environment.

·       Ability to translate broad strategic or policy objectives into actionable project plans and deliverables.

·       Ability to prepare and interpret charts, tables, dashboards, reports, and other methods of presenting performance information.

·       Knowledge of or experience working with human services, aging services, health care, government programs, regulatory oversight, quality improvement, compliance, or related fields is preferred.

·       Familiarity with the Massachusetts Aging Services Network, Aging Services Access Points, or AGE programs is strongly preferred.

Agency Mission

The Executive Office of Aging & Independence provides quality aging-related resources, tools, and support through a network of regional non-profit agencies and municipal agencies across the state. The Agency partners with providers, caregivers, and the 1.7 million older adults in Massachusetts to help individuals live and thrive throughout the aging process. To learn more about AGE, please visit: https://www.mass.gov/orgs/executive-office-of-aging-independence-age

Pre-Offer Process:

A criminal background check will be completed on the recommended candidate as required by the regulations set forth by the Executive Office of Health and Human Services prior to the candidate being hired. For more information, please visit http://www.mass.gov/hhs/cori and click on "Information for Job Applicants."

As part of the hiring process, the Office of Human Resources will be verifying any college-level degrees conferred to the selected candidate. Additionally, any licensure required for the position will be verified. Information provided as part of the hiring process is subject to the Massachusetts Public Record Law and may be published on the Commonwealth’s website. 

Education, licensure, and certifications will be verified in accordance with the Human Resources Division’s Hiring Guidelines. 

Education and license/certification information provided by the selected candidate(s) is subject to the Massachusetts Public Records Law and may be published on the Commonwealth’s website.

ADA Reasonable Accommodation:

If you require a reasonable accommodation with the application/interview process, please contact us at: EOHHS Candidate ADA Requests.

For questions regarding this requisition, please contact the Executive Office of Health and Human Services Human Resources at 1-800-510-4122 and select option 4.