Senior Director of Incident Management and Investigations

Overview

Join a Team That Changes Lives

For more than 170 years, Elwyn has been leading the way in supporting children, teens, and adults with autism, intellectual and developmental disabilities, and behavioral health challenges. As a mission-driven nonprofit, we’re here to create real change – helping people lead meaningful, fulfilling lives.

Now, we’re looking for passionate team members to join us. Here, your work will change lives – including your own. You’ll make an impact every day, find purpose in what you do, and grow in a career that truly matters.

At Elwyn, we take care of you while you care for others. We offer:

Generous Paid Time Off

Comprehensive Medical/Dental/Vision Benefit Packages

Earned Wage Access/On-Demand Pay

Paid On-the-Job Training

Tuition Reimbursement

Career Advancement Opportunities and Growth

Flexible Schedules

Retirement Savings Plan

Join us and be a part of something bigger. Apply today.

Job Description

Elwyn seeks a Senior Director of Incident Management and Investigations to lead a dedicated team of investigators and Incident coordinators who are responsible for incident management and investigations under applicable program regulations. The Senior Director ensures compliance with Elwyn policies, regulatory guidelines and licensing requirements. The Senior Director oversees the workflow, reports on trends, and recommends changes. The Senior Director may be required to complete incident coordination duties and conduct investigations from time to time depending on volume and staffing needs. This is a hybrid role with both in office and remote work. The Senior Director must be available to communicate with and assist incident coordinators during evening and weekend hours. In-person work and some travel including airline travel is expected.

ESSENTIAL DUTIES & RESPONSIBILITIES

Directs and manages regulatory incident management and investigations including planning, supervising, and coordinating the reporting and investigation of state and program required incidents, including abuse, neglect, client rights violations, and exploitation incidents as required by program regulations and organizational policies

Directs and manages the day-to-day work of incident coordinators and investigators

Provides leadership and team management to incident coordinators and investigators, monitors and approves timecards, ensures appropriate use of overtime and PTO, participates in recruitment, selection, leadership, coaching, training, performance management, promotion, discipline and termination

Collaboration and communication: Effectively represents the department and communicating with various stakeholders, including government agencies, community groups, decision-makers, and the public

Reviews investigation reports prior to administrative wrap-up meetings to ensure they are well written, compliant with regulations and policies and complete

Attends Administrative Review Committees and supports incident coordinators and investigators in leading, presenting and completing investigation wrap-ups

Periodically accompanies investigators during investigation activities to model and train on proper investigation techniques and conduct

Collects, reviews, and refines data to identify trends for specific areas based on investigations and findings

Helps develop training materials and train organization personnel on incident reporting and procedures.

Develops recommendations for changes to operational processes based on trends and patterns and presents recommendations to departmental and organization leaders

Serves as a member of risk, abuse prevention, quality and other committees as requested

Reviews and contributes to development of plans of correction

Supports investigation coordinators in managing investigation workflow and queue ensuring that investigations are completed properly and timely in accordance with regulatory and performance based contracting requirements.

Develops and reports to departmental and organizational leadership on key performance indicators related to timelines and investigation completion

Alerts legal and risk management leaders of incidents and situations that may pose legal risk to the organization

Maintains current operational knowledge of incident management and investigation requirements in all applicable states

Monitors regulatory changes and guidance relating to reportable incidents and related investigations

Develops best practices and participates in drafting policies and procedures for conducting thorough investigations and ensures implementation of such policies

Ensures that incident reports and the corrective action portions of the administrative reviews are accessible by appropriate Operations and Quality personnel

Reviews and audits investigation results to ensure that reportable incidents and finalized reports are entered into all systems within assigned timeframes

Participates in departmental, cross-departmental and corporate meetings as assigned, including in-person attendance when required

Participates in external informational sessions, trainings, and meetings with regulators and other external stakeholders

Participates in root cause analysis reviews

Maintains a current file of all Incident Management bulletins and regulatory standards keeping them accessible to their team and others in the organization as a point of reference

Performs other duties as assigned

QUALIFICATIONS & SKILLS

Bachelor’s degree in healthcare, risk management, criminal justice, social work or similar area preferred

Four (4) years of experience supervising and/or managing incidents or investigations in human services or healthcare

Four (4) years of supervisory or management experience

Is currently or has previously been a Pennsylvania Department of Human Services Certified Investigator. Lapsed certification must become current within six (6) months of date of hire and maintained throughout holding this position

Excellent judgment, interviewing skills

Strong written and verbal communication and interpersonal skills to maintain effective collaborative relationships with internal and external stakeholders including regulators

Advanced research, analytical, and problem-solving skills

Strong decision-making, organizational, and planning skills

Demonstrated capability for legal research, analysis and reasoning

Average to advanced skills with Microsoft Office suite specifically, Word, Excel, Power Point, and Outlook

Ability to multi-task several priorities and multiple-demanding projects

Ability to identify and resolve complicated and sensitive problems creatively and with professional discretion

Ability to interact and function effectively in a complex, multi state, multi licensed environment

Must have valid drivers’ license in state of residence with an acceptable driving record and access to reliable transportation

Equal Opportunity Employer

Elwyn is an Equal Opportunity Employer. Elwyn does not discriminate on the basis of race, color, religion, creed, ancestry, pregnancy status, medical condition, gender, gender identity or expression, genetic information, sexual orientation or identity, age, national origin, citizenship, handicap status, marital or family status, mental or physical disability, perceived disability, military or veteran status, political activities or affiliations, or any other characteristic protected under applicable federal, state or local law, ordinance, or regulation.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at ADArequest@elwyn.org and let us know the nature of your request and your contact information.

Know Your Rights: Workplace discrimination is illegal

Elwyn seeks a Senior Director of Incident Management and Investigations to lead a dedicated team of investigators and Incident coordinators who are responsible for incident management and investigations under applicable program regulations. The Senior Director ensures compliance with Elwyn policies, regulatory guidelines and licensing requirements. The Senior Director oversees the workflow, reports on trends, and recommends changes. The Senior Director may be required to complete incident coordination duties and conduct investigations from time to time depending on volume and staffing needs. This is a hybrid role with both in office and remote work. The Senior Director must be available to communicate with and assist incident coordinators during evening and weekend hours. In-person work and some travel including airline travel is expected.

ESSENTIAL DUTIES & RESPONSIBILITIES

Directs and manages regulatory incident management and investigations including planning, supervising, and coordinating the reporting and investigation of state and program required incidents, including abuse, neglect, client rights violations, and exploitation incidents as required by program regulations and organizational policies

Directs and manages the day-to-day work of incident coordinators and investigators

Provides leadership and team management to incident coordinators and investigators, monitors and approves timecards, ensures appropriate use of overtime and PTO, participates in recruitment, selection, leadership, coaching, training, performance management, promotion, discipline and termination

Collaboration and communication: Effectively represents the department and communicating with various stakeholders, including government agencies, community groups, decision-makers, and the public

Reviews investigation reports prior to administrative wrap-up meetings to ensure they are well written, compliant with regulations and policies and complete

Attends Administrative Review Committees and supports incident coordinators and investigators in leading, presenting and completing investigation wrap-ups

Periodically accompanies investigators during investigation activities to model and train on proper investigation techniques and conduct

Collects, reviews, and refines data to identify trends for specific areas based on investigations and findings

Helps develop training materials and train organization personnel on incident reporting and procedures.

Develops recommendations for changes to operational processes based on trends and patterns and presents recommendations to departmental and organization leaders

Serves as a member of risk, abuse prevention, quality and other committees as requested

Reviews and contributes to development of plans of correction

Supports investigation coordinators in managing investigation workflow and queue ensuring that investigations are completed properly and timely in accordance with regulatory and performance based contracting requirements.

Develops and reports to departmental and organizational leadership on key performance indicators related to timelines and investigation completion

Alerts legal and risk management leaders of incidents and situations that may pose legal risk to the organization

Maintains current operational knowledge of incident management and investigation requirements in all applicable states

Monitors regulatory changes and guidance relating to reportable incidents and related investigations

Develops best practices and participates in drafting policies and procedures for conducting thorough investigations and ensures implementation of such policies

Ensures that incident reports and the corrective action portions of the administrative reviews are accessible by appropriate Operations and Quality personnel

Reviews and audits investigation results to ensure that reportable incidents and finalized reports are entered into all systems within assigned timeframes

Participates in departmental, cross-departmental and corporate meetings as assigned, including in-person attendance when required

Participates in external informational sessions, trainings, and meetings with regulators and other external stakeholders

Participates in root cause analysis reviews

Maintains a current file of all Incident Management bulletins and regulatory standards keeping them accessible to their team and others in the organization as a point of reference

Performs other duties as assigned

QUALIFICATIONS & SKILLS

Bachelor’s degree in healthcare, risk management, criminal justice, social work or similar area preferred

Four (4) years of experience supervising and/or managing incidents or investigations in human services or healthcare

Four (4) years of supervisory or management experience

Is currently or has previously been a Pennsylvania Department of Human Services Certified Investigator. Lapsed certification must become current within six (6) months of date of hire and maintained throughout holding this position

Excellent judgment, interviewing skills

Strong written and verbal communication and interpersonal skills to maintain effective collaborative relationships with internal and external stakeholders including regulators

Advanced research, analytical, and problem-solving skills

Strong decision-making, organizational, and planning skills

Demonstrated capability for legal research, analysis and reasoning

Average to advanced skills with Microsoft Office suite specifically, Word, Excel, Power Point, and Outlook

Ability to multi-task several priorities and multiple-demanding projects

Ability to identify and resolve complicated and sensitive problems creatively and with professional discretion

Ability to interact and function effectively in a complex, multi state, multi licensed environment

Must have valid drivers’ license in state of residence with an acceptable driving record and access to reliable transportation