Job Description
Make a difference where it truly matters-supporting some of Pennsylvania's most vulnerable residents living in long-term care and licensed settings across the Commonwealth. As a Workload Manager, you'll play a vital behind-the-scenes role in protecting health, safety, and dignity by ensuring concerns are taken seriously, investigated thoroughly, and resolved effectively. This position offers the rare reward of blending purpose-driven public service with analytical, investigative, and leadership responsibilities. Every complaint reviewed, system improved, and report generated directly contributes to safer environments and stronger accountability for providers serving older adults and individuals in care.

In this role, you'll collaborate with licensing staff, law enforcement, and state partners to manage complaint and incident tracking systems, prioritize investigations, coordinate inspections, and support enforcement actions when needed. You'll use data, research, and policy analysis to strengthen programs, guide staff, and improve statewide systems-turning information into action that protects people. If you're motivated by meaningful work, value integrity and public trust, and want a career where your expertise helps ensure quality care across Pennsylvania, this is an opportunity to serve with impact, stability, and purpose within the Commonwealth of PA.

This position is the Workload Manager. This position conducts research and

evaluation, develops and manages information systems (i.e., complaint and incident tracking

systems), conducts evaluations of complaint investigations, assigns priority levels for each

complaint received, assists in assigning staff to particular complaints, and incidents needing

further investigation, and coordinates law enforcement referrals and investigations.

DESCRIPTION OF DUTIES:

Conducts program and information system analysis on a statewide basis.

Assists in implementation of enforcement orders, such as emergency closure orders

and prohibition of access orders.

Schedules and coordinates all licensed setting inspections for the region. Conducts

meetings with licensing staff for scheduling and other matters.

Oversees the regional fines management system, reviewing, and evaluating corrective

action plans and monitors the implementation. Conducts onsite inspections for verifying

corrective action plans.

Coordinates referrals and criminal investigations with law enforcement agencies, including

state and local police and Office of the Attorney General.

Reviews content of incident reports and complaints. Follows-up with providers and

complainants as needed for additional information. Assesses and assigns priority levels

for complaints and incident reports received. Assigns complaint/incident inspections

to the Licensing Representatives/Technicians for further investigation.

Files incident reports and other licensing documents or scans such documents to

electronic records.

Designs and conducts research studies relating to licensed settings.

Assists in data entry and data analysis relating to licensed settings. Takes complaints and

enters them into the complaint tracking system. Enters incident reports into incident

tracking system.

Generates weekly and monthly reports and ad hoc reports using data collection methods

and tools; prepares tables and graphs from analysis for inclusion in Departmental

statistical reports.

Ensure data integrity through regular monitoring of database systems.

Organizes and analyzes data which may involve reviewing regulator information or

applying statistical methods to analyze data in order to draw conclusions, make

recommendations, and suggest system improvements and program alternatives.

Reviews, analyzes, and recommends revisions to existing and proposed policies, regulations,

and procedures.

Coordinates the maintenance of information technology applications to support

program operations.

Responds to inquiries from providers, other state and local agency officials,

consumers, Department licensing staff, and Department program offices.

Oversees the usage of equipment for the region; coordinates all necessary equipment

needed to conduct presentations and training provided in the regional office.

Provides guidance and direction to licensing representatives/technicians in the regional

office regarding complaint and incident information and their respective tracking

systems.

Provides technical support for all staff in the office. Provides training to staff on

equipment, database systems and software programs.

Performs related work as required.

ESSENTIAL FUNCTIONS:

1. Valid driver's license due to travel. Occasional overnight travel throughout

the Commonwealth, predominantly in an assigned geographical area;

2. Writes clear and concise policy and procedures;

3. Gathers and analyzes regulatory and statistical data to apply it to complex regulations

and laws;

4. Comprehends state and federal laws and regulations to conduct national and

state research;

5. Ability to use computer equipment effectively, peripherals, software applications,

and other office equipment.

6. Ability to communicate verbally and in writing;

7. Prepares weekly and monthly, ad hoc statistical, and narrative reports;

8. Maintains licensing software applications, tracking systems and equipment

Requirements

Requirements:

Minimum Educational Requirements:

Bachelor's degree in a Health or Human services related course of study. Examples but

not limited to: Nursing, Social work, Psychology, Occupational Therapist, Physical

Therapist, Physician, Emergency Medical Technician (EMT)

OR

Associates Degree in a Health or Human Services related course of study AND 2

years' experience working in that field of study

OR

A minimum of one year experience in a health or human services related field

demonstrating an ability to perform the description of duties and essential functions.