Conducts surveillance of workforce activities and uses statistical sampling, audit, and observation techniques to evaluate compliance with policies and procedures and adherence to contract requirements Implements a continuous quality improvement process through the continuing review of operations and administrative systems Evaluates internal reports and provides all required monitoring documents Develops and implements continuous quality improvement processes Works with Project Director and Supervisors to develop and implement corrective action plans as needed Reviews customer survey data regularly Communicates effectively with management and staff, using good judgment and diplomacy Documents that case managers are performing timely and accurate case management activities in all required systems Ensures that performance reviews of caseload conform with State guidelines on all outlined indicators Provides monitoring reports to senior management and keeps senior management informed as to the status of program case management and performance Performs other duties as assigned 
