Facility Compliance Consultant I - SW

Agency Dept of Health and Human Services Division Health Service Regulation Job Classification Title Facility Compliance Consultant I (NS) Position Number 60054000 Grade NC15 About Us The North Carolina Department of Health and Human Services (DHHS) is one of the largest, most complex agencies in the state, and has approximately 17,000 employees. It is responsible for ensuring the health, safety, and well-being of all North Carolinians, providing human service needs for special populations including individuals who are deaf, blind, developmentally disabled, and mentally ill, and helping poor North Carolinians achieve economic independence. Description of Work The Facility Compliance Consultant is responsible for receiving, triaging, and entering complaints and incidents into a computerized Complaints Tracking System while communicating with the public and health care providers in a telephone call center environment. This role evaluates potential compliance issues and the seriousness of reported concerns to help ensure the safety and well‑being of individuals receiving health care services. It applies numerous state and federal laws, regulations, standards, and procedures when making intake determinations, working independently, collaboratively with peers, or in consultation with a supervisor. The position requires clear verbal and written communication, along with sound judgment in documenting and evaluating complaint information. This role is based in the Raleigh office with the option for partial telework following training and performance evaluation. Key Duties Include: – Receive, triage, and document complaints and incidents in the computerized Complaints Tracking System. – Communicate with the public and health care providers in a telephone call center environment to gather and clarify complaint information. – Evaluate reported issues to determine compliance concerns and assess the seriousness of potential risks to recipients of health care services. – Apply state and federal laws, regulations, standards, and procedures when making intake determinations. – Collaborate with a supervisor, peers, or work independently to resolve concerns and make informed intake decisions. – Document complaint details clearly and concisely to support accurate case handling and follow‑up. – Use clinical assessment principles to support evaluation of concerns related to care planning and delivery of health care services. – Identify matters requiring escalation and ensure appropriate routing based on regulatory requirements and internal procedures. – Maintain effective communication with internal team members to support consistent complaint intake and follow‑up processes. – Manage work efficiently in a call center environment while maintaining professionalism and a customer‑focused approach. Knowledge Skills and Abilities/Management Preferences Salary Grade Range: $55,221.00 - $96,639.00 Recruitment Range: $55,221.00 - $75,930.00 Candidates now meet the minimum qualifications of a position if they meet the minimum education and experience listed on the vacancy announcement. The Knowledge, Skills, and Abilities (KSAs)/ Management Preferences are not required. Applicants who possess the following skills are preferred: Demonstrated clinical experience applying assessment, care‑planning, and care‑delivery principles when evaluating complaint information and determining the seriousness of reported health care concerns. Documented experience interpreting and applying state and federal regulations, standards, and procedures to identify compliance issues within health care provider settings. Proven success communicating clearly and professionally with the public and health care providers in a call‑center or high‑volume inquiry environment, including documenting complaint details concisely. Track record of independently reviewing, triaging, and entering complaint and incident data into computerized tracking systems with accuracy and consistency. Established experience functioning both independently and as part of an interdisciplinary team when making intake decisions, reviewing complex complaint information, and determining appropriate follow‑up. The Posting Will Close At 11:59 P.M. The Night Before The End Date This Position Is Funded In Part Through Federal Funds Physical Requirements: Work in this position requires the ability to: sit for sustained periods of time Talking Hearing Repetitive motions and fingering (typing). About the Division of Health Service Regulation (DHSR): The Division of Health Service Regulation oversees medical, mental health and adult care facilities, emergency medical services, and local jails. We check to see that people receiving care in these facilities are safe and receive appropriate care. We make certain that medical buildings are built only when there is a need for them. About the Complaint Intake and Health Care Personnel Investigations Section (CIHCPIS): The Complaint Intake and Health Care Personnel Investigations Section is composed of Complaint Intake, Health Care Personnel Investigation, and NC Health Care Personnel Registry. Complaint Intake receives complaints regarding the care and services provided to patients/residents/consumers by health care facilities/agencies/homes licensed by the Division of Health Service Regulation. Health Care Personnel Investigations operates under state and federal laws investigating abuse, neglect, misappropriation of property, diversion of drugs and fraud against unlicensed health care workers and lists allegations and substantiated findings on the Nurse Aide and/or Health Care Personnel Registries. Information from the registries is used by health care providers in their hiring process (see Verification Requirements ). The N.C. Health Care Personnel Registry is a comprehensive listing of unlicensed health care personnel who are under investigation for an allegation (pending allegation investigation) or have a substantiated allegation finding as defined in G.S. 131E-256(a) . Information on the HCPR is available to health care employers about potential employees that have administrative actions listed including the nature of a finding or allegation and the status of an investigation (also see Verify Registry Listings ). Compensation and Benefits: The State of North Carolina offers excellent comprehensive benefits. Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis). Employees also receive paid vacation, sick, and community service leave. In addition, paid parental leave is available to eligible employees. Visit the website for  State Benefits . Supplemental Contact Information: The North Carolina Department of Health and Human Services (DHHS) is an Equal Opportunity Employer that embraces an Employment First philosophy, which consists of complying with all federal laws, state laws, and Executive Orders.  We are committed to reviewing requests for reasonable accommodation at any time during the hiring process or while on the job.  For more information about DHHS:  https://www.ncdhhs.gov/ . DHHS uses the Merit-Based Recruitment and Selection Plan to fill positions subject to the State Human Resources Act with the most qualified individuals.  Hiring salary will be based on relevant qualifications, internal equity, and budgetary considerations pertinent to the advertised position. In accordance with the Governor’s Executive Order 303 , our agency supports second-chance employment for individuals who were previously incarcerated or justice-involved.  We invite all potential applicants to apply for positions for which they may be qualified. Application Process Be sure to complete the application in its entirety.    Resumes will not be accepted in lieu of completing this application. Information should be provided in the appropriate areas, to include the following: Education, including high school and all degrees obtained, Work Experience, and Certificates & Licenses. It is critical to our screening and salary determination process that applications contain comprehensive candidate information. Answers to Supplemental Questions are not a substitute for providing all relevant information within the body of your application. To receive credit for the supplemental questions, you must provide supporting information within the "Work Experience" section of the application to support your answers. If multiple applications are submitted to an individual posting, only the most recent application received prior to the closing date will be accepted. Applications must be submitted by 11:59 PM on the closing date. Applicants  may  be subject to a criminal background check. All candidates selected for positions considered "Positions of Trust"  will be  subject to a criminal background check. Due to the volume of applications received, we are unable to provide information regarding the status of your application over the phone. To check the status of your application, please log in to your account.  Upon the closing date, applications are "Under Review" and will be screened by Human Resources for qualified applicants. The hiring process may take several weeks. Degrees must be received from appropriately accredited institutions.  Transcripts and degree evaluations may be uploaded with your application. The State of North Carolina/Office of State Human Resources uses the National Association of Credential Evaluation Services (NACES) as a referral resource for applicants who need to have their credentials certified as equivalent. For a list of organizations that perform this specialized service, please visit the NACES membership website at https://www.naces.org/members . Degree/College Credit Verification Degrees must be received from appropriately accredited institutions. Transcripts, degree evaluations, and cover letters may be uploaded with your application. Veterans’ and National Guard Preference Applicants seeking Veteran's Preference must attach a DD-214 Member-4 Form (Certificate of Release or Discharge from Active Duty) to their applications. Applicants seeking National Guard Preference must attach an NGB 23A (RPAS), along with the state application, if they are a current member of the NC National Guard in good standing.  Applicants who are former members of either the NC Army National Guard or the NC Air National Guard, with honorable discharge and six years of creditable service, must attach a copy of the DD 256 or NGB 22, along with the state application. ADA Accommodations Consistent with the Americans with Disabilities Act (ADA) and the Pregnant Workers Fairness Act (PWFA), DHHS is committed to the full inclusion of all qualified individuals. As part of this commitment, DHHS will ensure that people with disabilities, or known limitations covered by the PWFA, are provided with reasonable accommodation.  If reasonable accommodation is needed to participate in the job application or interview process, please contact the person indicated below. CONTACT INFORMATION  If there are any questions about this posting, please contact Talent Acquisition at  talentacquisition@dhhs.nc.gov . Resumes will not be accepted in lieu of completing this application. Minimum Education and Experience Some state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See the Education and Experience Equivalency Guide for details. Generalist: Bachelor's degree in a health, human service, or educational related field from an appropriately accredited institution and three years' experience in surveying, clinical and/or administration of a program in a related health field OR An equivalent combination of education and experience. Social Work: Master's degree in social work from an appropriately accredited institution and one year experience in surveying, clinical and/or administration of a program in a related health field OR Bachelor's degree, in social work from an appropriately accredited institution and three years' experience in surveying, clinical and/or administration of a program in a related health field OR An equivalent combination of education and experience. Dietetics: Bachelor's degree in nutrition or food service management from an appropriately accredited institution and three years' experience in surveying, clinical and/or administration of a program in a related health field, eligible for registration from the Academy of Nutrition and Dietetics OR An equivalent combination of education and experience. EEO Statement T he State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for religious beliefs, observances, and practices. Recruiter: Tresha Walker Contact: DHHS Workday Support Form