Manager, Incident Management
If you are a positive and personable individual looking for a satisfying and fun opportunity to make a real difference in the lives of people with intellectual, developmental disabilities, and people facing mental health, and substance use challenges, join our team at RHA Health Services!
The Director of Incident and Risk Management provides enterprise leadership for the organization's incident response and risk-mitigation framework across all service lines and states. This role oversees intake, triage, investigation, documentation, and resolution of critical incidents—including hotline reports, allegations of abuse, neglect, and exploitation (ANE), and other critical incidents—to ensure compliance with state regulations and company policy. The Director leads and develops investigation teams, strengthens processes and systems, conducts high-risk investigations, analyzes trends, and partners cross-functionally to implement corrective and preventive actions that promote a culture of safety, transparency, and continuous improvement.
DUTIES AND RESPONSIBILITIES:
Governance, Policy, and Framework
- Lead enterprise incident-management lifecycle (intake → triage → investigation → corrective actions → closure) aligned to state regulations, waiver/payor requirements, and company policy. Maintain and update policies and SOPs for incident reporting, ANE prevention, evidence handling, documentation standards, and record retention.
- Define and implement risk tiers, escalation thresholds, and severity scoring;
- Establish metrics and dashboards for timeliness, quality, and outcomes.
- Lead an Incident Review Committee/Panel; ensure quorum, documentation, and timely follow-through.
- Maintain an enterprise regulatory reference for reportable events, required notifications, and timelines.
- Align the program with Just Culture principles and integrate with the enterprise risk register.
Investigations Oversight
Review internal hotline and local ANE investigations. Offer clear written feedback and supportive coaching to local investigation and leadership teams.
- Lead select high-risk investigations (serious incidents, complex ANE, certain unexpected deaths), ensuring impartiality, thoroughness, and timely resolution.
Maintain consistent investigation standards by ensuring that investigators adhere to established procedures, monitoring report quality, and conducting regular quality assurance reviews.
- Coordinate with Operations, HR, Clinical, and Legal to ensure impartial interviews and manage confidentiality and privilege appropriately. Establish conflict-screening and recusal protocols to preserve neutrality.
- Standardize evidence collection, chain-of-custody, and scene-preservation guides.
- Monitor external reporting and engagement with Adult Protective Services, law enforcement, ombudsman, and survey agencies when required.
- Partner with Privacy on PHI-related events and with Information Security on cybersecurity incidents that impact care or safety.
Training and Capability Building
- Develop and deliver training on incident intake, interviewing, documentation, and reporting protocols for leaders and investigators.
- Provide professional development, job aids, and templates to elevate investigation technique and report quality (root-cause analysis, CAPA writing, just-culture coaching).
- Partner with Learning and Development to embed role-based training and refreshers.
- Provide training and professional development for local incident management committees including but not limited to root cause analysis and post incident debriefs.
- Coach incident and investigation writers on clear, objective, evidence-based report writing standards.
Systems, Data, and Reporting
- Own the incident tracking and case-management system: configuration, workflows, permissions, and data integrity.
- Ensure accurate and timely data entry; perform routine audits and reconciliations.
- Use analytics to identify trends, hotspots, systemic issues, and lessons learned; prepare regular reporting for executive leadership, quality/risk committees, and external stakeholders as required.
- Lead post-incident reviews and debriefs; track corrective and preventive actions to completion and evaluate effectiveness.
- Define a common taxonomy and coding for incident types, precursors, and contributing factors, including near misses.
- Integrate the system with HRIS/EHR where appropriate to reduce duplicate entry and improve traceability.
- Monitor leading and lagging indicators (time-to-first-action, time-to-closure, repeat-incident rate, OSHA recordables, lost-time rate, incidents per 1,000 people served) and issue safety alerts and lessons learned across regions.
Compliance and External Interface
- Ensure all incident reporting and notifications meet federal, state, local, and payor/waiver requirements and timelines.
- Serve as a point of contact for external agencies; coordinate document production and follow-up actions.
- Support readiness for audits, surveys, and inspections; address findings with action plans and monitoring.
- Ensure required notifications to guardians or legally authorized representatives and payors are made within mandated timeframes.
- Manage litigation holds and evidence preservation in collaboration with Legal and insurers/TPAs; support claims documentation.
- Coordinate with Safety and Facilities for environmental and OSHA-related incidents and corrective actions.
Risk Prevention and Continuous Improvement
- Partner with Regional and Operations leaders to mitigate identified risks; prioritize fixes that improve client safety and service quality.
- Drive cross-functional initiatives (policy changes, staffing/process redesign, environment-of-care improvements) based on trend data and root-cause analyses.
- Promote a culture of safety, transparency, and learning across all service lines.
- Lead after-action reviews for critical events and incorporate improvements into policy, training, and environment of care.
- Sponsor performance improvement projects tied to incident trends (falls, medication errors, elopements, transportation events).
Other
- Perform other duties as assigned.
SUPERVISORY RESPONSIBILITIES:
This position may lead, coach, and develop an enterprise investigations team (direct and/or dotted-line) and provide oversight to regional and local investigators and external resources as needed.
MINIMUM QUALIFICATIONS :
- Bachelor's degree required (Criminal Justice, Healthcare Administration, Social Work, Nursing, Public Health, or related field).
- Demonstrated experience leading investigation teams in a healthcare or HCBS provider environment.
- Excellent investigation, interviewing, analysis, and professional writing skills with strong attention to detail and objectivity.
- Knowledge of incident reporting standards, ANE prevention, and applicable state regulatory requirements; working knowledge of HIPAA and confidentiality.
- Proficiency with incident/case-management systems and analytics tools.
- Ability to manage multiple priorities under deadlines, exercise sound judgment, and maintain strict confidentiality.
- Strong interpersonal skills with the ability to influence and collaborate across Operations, HR, Clinical, Legal, and executive leadership.
- Willingness to travel for high-risk investigations, training, and site support as needed.
- Experience with sentinel or serious incident review,
- Multi-state provider experience (IDD/behavioral health, HCBS waiver programs, residential/day programs, and large healthcare facilities) is preferred.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
- This position operates in both office and field settings.
- Regular use of computers and office equipment.
- Ability to sit or stand for extended periods.
- Occasional lifting or transporting of materials as needed.
- Some overnight travel may be necessary depending on organizational needs.
RHA is an Equal Employment Opportunity Employer, prohibits discrimination based on the following protected categories: race, creed, color, national origin, nationality, ancestry, age, sex/gender, marital status, civil status, domestic partnership status, familial status, religion, affectional or sexual orientation, gender identity or expression, atypical hereditary cellular or blood trait, genetic information, liability for service in the Armed Forces of the United States, or disability.
Pre-employment screening:
- Complete criminal background
- Name checked in the registries. (OIG exclusions database, Child Abuse Registry, and Offenders Against Individuals with Developmental Disabilities)
- Drug testing
- Education verification and other credentialing based on position requirements.
- Proof of employment history or references (if required)
- Positions that require driving Proof
Manager, Incident Management
If you are a positive and personable individual looking for a satisfying and fun opportunity to make a real difference in the lives of people with intellectual, developmental disabilities, and people facing mental health, and substance use challenges, join our team at RHA Health Services!
The Director of Incident and Risk Management provides enterprise leadership for the organization's incident response and risk-mitigation framework across all service lines and states. This role oversees intake, triage, investigation, documentation, and resolution of critical incidents—including hotline reports, allegations of abuse, neglect, and exploitation (ANE), and other critical incidents—to ensure compliance with state regulations and company policy. The Director leads and develops investigation teams, strengthens processes and systems, conducts high-risk investigations, analyzes trends, and partners cross-functionally to implement corrective and preventive actions that promote a culture of safety, transparency, and continuous improvement.
DUTIES AND RESPONSIBILITIES:
Governance, Policy, and Framework
- Lead enterprise incident-management lifecycle (intake → triage → investigation → corrective actions → closure) aligned to state regulations, waiver/payor requirements, and company policy. Maintain and update policies and SOPs for incident reporting, ANE prevention, evidence handling, documentation standards, and record retention.
- Define and implement risk tiers, escalation thresholds, and severity scoring;
- Establish metrics and dashboards for timeliness, quality, and outcomes.
- Lead an Incident Review Committee/Panel; ensure quorum, documentation, and timely follow-through.
- Maintain an enterprise regulatory reference for reportable events, required notifications, and timelines.
- Align the program with Just Culture principles and integrate with the enterprise risk register.
Investigations Oversight
Review internal hotline and local ANE investigations. Offer clear written feedback and supportive coaching to local investigation and leadership teams.
- Lead select high-risk investigations (serious incidents, complex ANE, certain unexpected deaths), ensuring impartiality, thoroughness, and timely resolution.
Maintain consistent investigation standards by ensuring that investigators adhere to established procedures, monitoring report quality, and conducting regular quality assurance reviews.
- Coordinate with Operations, HR, Clinical, and Legal to ensure impartial interviews and manage confidentiality and privilege appropriately. Establish conflict-screening and recusal protocols to preserve neutrality.
- Standardize evidence collection, chain-of-custody, and scene-preservation guides.
- Monitor external reporting and engagement with Adult Protective Services, law enforcement, ombudsman, and survey agencies when required.
- Partner with Privacy on PHI-related events and with Information Security on cybersecurity incidents that impact care or safety.
Training and Capability Building
- Develop and deliver training on incident intake, interviewing, documentation, and reporting protocols for leaders and investigators.
- Provide professional development, job aids, and templates to elevate investigation technique and report quality (root-cause analysis, CAPA writing, just-culture coaching).
- Partner with Learning and Development to embed role-based training and refreshers.
- Provide training and professional development for local incident management committees including but not limited to root cause analysis and post incident debriefs.
- Coach incident and investigation writers on clear, objective, evidence-based report writing standards.
Systems, Data, and Reporting
- Own the incident tracking and case-management system: configuration, workflows, permissions, and data integrity.
- Ensure accurate and timely data entry; perform routine audits and reconciliations.
- Use analytics to identify trends, hotspots, systemic issues, and lessons learned; prepare regular reporting for executive leadership, quality/risk committees, and external stakeholders as required.
- Lead post-incident reviews and debriefs; track corrective and preventive actions to completion and evaluate effectiveness.
- Define a common taxonomy and coding for incident types, precursors, and contributing factors, including near misses.
- Integrate the system with HRIS/EHR where appropriate to reduce duplicate entry and improve traceability.
- Monitor leading and lagging indicators (time-to-first-action, time-to-closure, repeat-incident rate, OSHA recordables, lost-time rate, incidents per 1,000 people served) and issue safety alerts and lessons learned across regions.
Compliance and External Interface
- Ensure all incident reporting and notifications meet federal, state, local, and payor/waiver requirements and timelines.
- Serve as a point of contact for external agencies; coordinate document production and follow-up actions.
- Support readiness for audits, surveys, and inspections; address findings with action plans and monitoring.
- Ensure required notifications to guardians or legally authorized representatives and payors are made within mandated timeframes.
- Manage litigation holds and evidence preservation in collaboration with Legal and insurers/TPAs; support claims documentation.
- Coordinate with Safety and Facilities for environmental and OSHA-related incidents and corrective actions.
Risk Prevention and Continuous Improvement
- Partner with Regional and Operations leaders to mitigate identified risks; prioritize fixes that improve client safety and service quality.
- Drive cross-functional initiatives (policy changes, staffing/process redesign, environment-of-care improvements) based on trend data and root-cause analyses.
- Promote a culture of safety, transparency, and learning across all service lines.
- Lead after-action reviews for critical events and incorporate improvements into policy, training, and environment of care.
- Sponsor performance improvement projects tied to incident trends (falls, medication errors, elopements, transportation events).
Other
- Perform other duties as assigned.
SUPERVISORY RESPONSIBILITIES:
This position may lead, coach, and develop an enterprise investigations team (direct and/or dotted-line) and provide oversight to regional and local investigators and external resources as needed.
MINIMUM QUALIFICATIONS :
- Bachelor's degree required (Criminal Justice, Healthcare Administration, Social Work, Nursing, Public Health, or related field).
- Demonstrated experience leading investigation teams in a healthcare or HCBS provider environment.
- Excellent investigation, interviewing, analysis, and professional writing skills with strong attention to detail and objectivity.
- Knowledge of incident reporting standards, ANE prevention, and applicable state regulatory requirements; working knowledge of HIPAA and confidentiality.
- Proficiency with incident/case-management systems and analytics tools.
- Ability to manage multiple priorities under deadlines, exercise sound judgment, and maintain strict confidentiality.
- Strong interpersonal skills with the ability to influence and collaborate across Operations, HR, Clinical, Legal, and executive leadership.
- Willingness to travel for high-risk investigations, training, and site support as needed.
- Experience with sentinel or serious incident review,
- Multi-state provider experience (IDD/behavioral health, HCBS waiver programs, residential/day programs, and large healthcare facilities) is preferred.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
- This position operates in both office and field settings.
- Regular use of computers and office equipment.
- Ability to sit or stand for extended periods.
- Occasional lifting or transporting of materials as needed.
- Some overnight travel may be necessary depending on organizational needs.
RHA is an Equal Employment Opportunity Employer, prohibits discrimination based on the following protected categories: race, creed, color, national origin, nationality, ancestry, age, sex/gender, marital status, civil status, domestic partnership status, familial status, religion, affectional or sexual orientation, gender identity or expression, atypical hereditary cellular or blood trait, genetic information, liability for service in the Armed Forces of the United States, or disability.
Pre-employment screening:
- Complete criminal background
- Name checked in the registries. (OIG exclusions database, Child Abuse Registry, and Offenders Against Individuals with Developmental Disabilities)
- Drug testing
- Education verification and other credentialing based on position requirements.
- Proof of employment history or references (if required)
- Positions that require driving Proof
