Director of Quality Management

The Massachusetts Department of Mental Health (DMH) is seeking an experienced and dedicated Director of Quality Management to lead quality improvement, performance monitoring, and risk management efforts across its Northeast Area (NEA). DMH is committed to improving the lives of individuals with mental health needs by providing access to quality treatment, rehabilitation, and community-based services that support recovery, independence, and well-being. In this important leadership role, you will help ensure that programs and services consistently meet established standards of care while identifying opportunities to strengthen service delivery and improve outcomes for the individuals and families served. Working closely with Area leadership, clinical professionals, and community providers, you will help establish a culture of accountability, continuous improvement, and responsive, person-centered care.

As the Director of Quality Management, you will oversee a broad range of quality assurance, performance improvement, utilization management, and risk management activities that directly influence the effectiveness of mental health services throughout the Northeast Area. You will lead a team of professionals, collaborate with internal and external stakeholders, and use data, investigations, and performance evaluations to guide meaningful improvements in service quality and organizational operations. This position offers an opportunity to influence policies and practices, address complex operational challenges, and contribute to strategic decisions that strengthen the delivery of mental health services. The selected candidate will play an essential role in ensuring that DMH programs remain responsive to the needs of the communities they serve while advancing the Department's commitment to high-quality, accessible, and effective mental health care across the Commonwealth.

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

· Develop, implement, and oversee comprehensive quality management programs and performance improvement initiatives designed to strengthen service delivery, improve client outcomes, and enhance organizational effectiveness across the Northeast Area.

· Lead the monitoring and evaluation of Area-funded programs and contracted providers to assess service quality, identify performance concerns, and ensure adherence to established standards, policies, and regulatory requirements.

· Direct the review and analysis of critical incidents, complaints, and service delivery concerns, ensuring appropriate fact-finding activities, timely responses, and implementation of corrective actions.

· Coordinate contract monitoring and performance review activities for community-based services, including Adult Community Clinical Services (ACCS), to evaluate provider performance and identify opportunities for improvement.

· Establish quality management priorities, performance measures, and reporting processes to assess organizational progress, identify trends, and support informed management decisions.

· Oversee risk management activities, including identifying potential service delivery risks, evaluating organizational vulnerabilities, and recommending preventive and corrective measures.

· Support the Performance Improvement and Corrective Action Planning activities, including identifying performance issues, supporting PIP and CAP development by providers, and monitoring progress. Participate in identifying escalation protocols and support communication and planning between the Northeast Area Office and DMH Central Office.

· Direct utilization management and review activities to evaluate the appropriateness, effectiveness, and quality of services provided to individuals receiving DMH-supported care.

· Support setting metrics/targets for quality improvement at both the Northeast Area, at the Site Offices, and in partnership with providers.

· Develop, review, and recommend Area-wide policies, procedures, and operational practices that promote regulatory compliance, consistency, accountability, and continuous quality improvement. Advocate for needed policies or procedures as needed/warranted.

· Lead and coordinate emergency preparedness planning activities, working with Area leadership, Site staff, and community partners to strengthen organizational readiness and response capabilities.

· Supervise and support assigned quality management, risk management, utilization management, and administrative staff, providing direction, establishing priorities, and promoting professional development and accountability.

· Collaborate with Area leadership, clinical teams, program directors, contracted providers, and DMH Central Office representatives to address complex service delivery challenges, coordinate improvement efforts, and promote consistent quality standards.

· Prepare and present quality management findings, performance analyses, and recommendations to leadership, using data from multiple information systems to guide planning, support corrective actions, and improve organizational performance.

· As a member of the Northeast Area leadership team, actively participate in NEA REI activities, including chairing/co-chairing committees and coordinating event attendance.

· Support procurement and re-procurement of contracts for the NEA by participating in review committees as needed/warranted and appropriate.

Preferred Qualifications:

· Demonstrated experience developing, implementing, and managing quality assurance and performance improvement programs within behavioral health, mental health, healthcare, or human services organizations.

· Strong understanding of quality management principles, regulatory compliance requirements, risk management practices, and performance monitoring methodologies applicable to healthcare and community-based service systems.

· Knowledge of the Massachusetts Department of Mental Health service delivery system, including community-based mental health programs, contracted provider networks, and services supporting individuals with complex behavioral health needs.

· Proven ability to lead and supervise multidisciplinary teams, establish operational priorities, manage competing demands, and foster a collaborative, accountable, and results-oriented work environment.

· Skilled in analyzing complex data, interpreting performance indicators, identifying service delivery trends, and translating findings into practical recommendations for organizational improvement.

· Experience with critical incident reviews, complaint investigations, fact-finding procedures, corrective action planning, and processes designed to strengthen client safety and service quality.

· Familiarity with contract monitoring, provider performance evaluations, utilization management, and oversight of publicly funded healthcare or human services programs.

· Demonstrated capacity to develop and implement policies, procedures, and quality improvement initiatives while balancing regulatory requirements, operational considerations, and the needs of individuals receiving services.

· Excellent written and verbal communication, analytical thinking, problem-solving, and relationsh