Director, Data & Quality

Salary: $93,000 - $98,000 per year

Catholic Charities of Baltimore is seeking a Director of Data and Quality to lead the systems, standards, and insights that drive safe, equitable, effective, and accountable service delivery across the Division. Integrating quality assurance, performance, data governance, client experience, professional practice, and risk, the Director turns information into action, aligns stakeholders around shared priorities, and advances sustainable improvement. This position is expected to work in close partnership with the Director of Performance Management, supporting agency-wide performance initiatives and ensuring divisional practices align with organizational standards and priorities. Through strategic influence and disciplined oversight, the Director strengthens outcomes, accountability, and mission impact.

The work schedule is Monday to Friday 8 AM - 4 PM or 8:30 AM - 4:30 PM.

JOB DUTIES & RESPONSIBILITIES:

Quality Assurance, Performance & Data Governance

• Provides strategic oversight of divisional quality assurance, performance management, data governance, and continuous improvement, establishing standards and accountability that align services with organizational priorities and promote equitable, trauma-informed, outcomes-driven practice.
• Leads divisional performance management reviews in alignment with agency-wide performance standards and in coordination with the Director of Performance Management; establishes and monitors measurable goals and key performance indicators, evaluates results, assigns follow-up actions, and works with divisional leadership to ensure accountability for timely, sustained improvement.
• Partners closely with the agency's Director of Performance Management to advance agency-wide standards for data integrity, performance accountability, client outcomes, and continuous quality improvement.
• Serves as the Division's primary liaison for agency-wide performance initiatives and is responsible for responding to requests, facilitating reviews of program operations, data collection practices, and client service processes, and ensuring that identified improvements are implemented in a timely and effective manner.
• Directs data governance, quality controls, workflows, and documentation standards to ensure information is accurate, timely, compliant, audit-ready, and consistently usable for decision-making and reporting across programs.
• Analyzes program, client, and operational data to identify trends, risks, strengths, and performance gaps; translates findings into recommendations and actions that improve outcomes, service effectiveness, and resource decisions.
• Partners with divisional leaders to design, implement, monitor, and evaluate quality-improvement initiatives; establishes corrective actions and verifies that changes are completed, sustained, and achieve intended results.
• Partners with divisional leaders and Development to define, monitor, validate, and report measurable program and grant outcomes that demonstrate effectiveness, meet funder requirements, and inform future strategy.
• Serves as the Division’s technical systems administrator for ServicePoint and HMIS platforms, accountable for system configuration, permissions, licensing, integrations, vendor coordination, troubleshooting, data transfers, compliant use, and data continuity; serves as functional lead for EHR and other systems, supporting training, workflows, adoption, and data quality.
• Directs the development and maintenance of standard operating procedures, user guidance, and recurring agency, program, and grant reports, ensuring staff and stakeholders receive clear requirements and accurate, actionable information.

Strategic Partnership & Client Experience

• Serves on the Community Services Leadership Team, providing quality, performance, data, risk, and client-experience expertise that informs divisional strategy, resource priorities, operational decisions, and executive accountability.
• Partners with program leaders to assess operations and system effectiveness, identify gaps, risks, and emerging needs, and ensure agreed improvements are implemented, monitored, and sustained.
• Leads change management for new standards, systems, and practices by engaging stakeholders, communicating expectations, addressing barriers, clarifying accountability, and monitoring adoption and effectiveness.
• Oversees client satisfaction measurement and integrates client feedback with performance data to establish priorities, shape training and practice improvements, and strengthen the client experience.
• Establishes and monitors trauma-informed, ethical, equitable, and consistent professional practice standards for staff serving complex and high-risk populations, addressing gaps through guidance, training, and corrective action.
• Researches and evaluates evidence-informed practices and process improvements; develops training, resources, and tools that support implementation, strengthen program effectiveness, and promote consistent outcome measurement.

Compliance & Emergency Preparedness

• Directs divisional risk management, ensuring potential and actual risks and incidents are promptly identified, documented, investigated, mitigated, escalated, and reported in accordance with agency standards and applicable requirements.
• Coordinates incident investigations and root cause analyses with relevant agency departments; establishes corrective actions, assigns accountability, and verifies timely completion and effectiveness to reduce recurrence and organizational exposure.
• Monitors compliance with regulations, agency policies, professional standards, and ethical requirements; escalates significant concerns, directs remediation, and verifies that corrective measures address identified deficiencies.
• Oversees divisional emergency preparedness, maintaining current protocols and ensuring staff receive the training, guidance, and practice needed for safe, consistent, and effective response.
• Prepares and validates timely risk and compliance reports; communicates trends, root causes, corrective actions, and outcomes to support informed leadership decisions and proactive risk reduction.
• Represents the Division on agency Compliance and Emergency Preparedness Committees, communicates divisional risks and obligations, and ensures assigned follow-up actions are completed.
• Performs other duties as assigned in support of divisional and organizational priorities.

EDUCATION & EXPERIENCE REQUIREMENTS:

• Bachelor’s degree in human services, business administration, public administration, healthcare administration, quality management, data analytics, or a related field.
• Five (5) years of progressively responsible experience in human services, quality assurance, performance management, program operations, business administration, or a related field, including three (3) years leading cross-functional initiatives, influencing organizational practices, using data to guide decisions, and driving accountability and improvement.
• An equivalent combination of relevant education and progressively responsible experience may be considered if it demonstrates the knowledge, leadership capability, and technical competencies required for the position.
• Demonstrated experience managing program data, developing dashboards and performance measures, analyzing trends, producing decision-ready reports, facilitating performance reviews, and leading quality-improvement initiatives with measurable outcomes.
• Experience administering client-service, case-management, or electronic record systems, including configuration, access and permissions, licensing, integrations, vendor coordination, troubleshooting, data transfers, business continuity, staff training, workflow support, user adoption, and data-quality monitoring.
• Extensive knowledge of nonprofit best practices, program evaluation methods, processes, regulations, and procedures.

REQUIRED SKILLS & ABILITIES:

• Exercises advanced critical thinking and judgment to resolve operational and risk challenges and advance divisional priorities.
• Applies strong data literacy to define measures, assess quality, interpret trends and causes, and communicate actionable recommendations to technical and nontechnical audiences.
• Communicates complex information clearly and persuasively, translating it into actionable guidance and stakeholder alignment.
• Builds high-trust relationships that strengthen collaboration, accountability, and service excellence while demonstrating discretion, professionalism, confidentiality, and integrity.
• Leads with strategic planning and discipline, prioritizing competing demands while ensuring accurate, efficient, and consistent execution.
• Demonstrates integrity, accountability, ethical judgment, conflict-management skill, and autonomy in advancing divisional goals.
• Requires proficiency in using computer systems and software to perform job function, including but not limited to, basic Windows PC, web browsing (i.e., Chrome, Internet Explorer, etc.), database management systems, and Microsoft Outlook. Knowledge of other Microsoft Office applications, such as Word, Excel PowerPoint, Teams, and OneDrive is

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
• Moving about to accomplish tasks or transitioning between different work sites, which may involve walking, standing, or traveling to various locations as required by the role.
• Engaging in communication with others to exchange information, which may involve speaking, listening, writing, or using electronic communication methods to ensure clear and effective understanding. This includes both verbal and non-verbal interactions with colleagues, clients, or external parties.
• Repetitive motions involving the wrists, hands, and/or fingers, including tasks such as typing, data entry, or handling small objects. These repetitive activities may occur throughout the workday and require attention to ergonomics to ensure comfort and minimize strain.
• Assessing the accuracy, neatness, and completeness of assigned work to ensure it meets quality standards and adheres to established guidelines.
• Hearing and vision abilities, with or without correction, sufficient to drive safely and effectively observe and communicate with others.

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