Ombudsman; Human Services Specialist

Position Description

The Ombudsman provides professional advocacy services to residents of all long-term care licensed assisted living facilities and nursing homes in Anne Arundel County. The position is held to the standard of the Ombudsman Code of Ethics by providing confidential services that is resident-driven. The position involves extensive contact with the public, community organizations and agencies including County and State personnel.

Services include protecting rights of residents in long-term care facilities; monitoring facilities to assure quality of care for all residents, individually and systemically; addressing complaints made by or on behalf of residents through investigation and observation. The position educates residents, family members, staff, and the public on long-term care related topics. The complexity of work involves knowing the various resources and agencies available to meet client needs and providing them with the counseling, crisis intervention and administrative assistance required to meet their particular needs.

Work also includes serving as an advocate for and protecting the rights of residents of long-term care facilities, which involves receiving, investigating and resolving complaints made by and on behalf of residents in nursing homes and assisted living homes.

The scope of work addresses the needs of a target population or an individual member. The success of a program has a direct impact on the quality of life of seniors and special needs individuals. General guidance and moderate supervision is received from a program supervisor in performing tasks. Work is evaluated for compliance with operational policies and procedures and the results attained in administering each case.

Work will require meeting with clients outside a normal office setting, usually at facilities and occasionally in a hospital or other setting.

• Receive, investigate, and seek to resolve complaints made by and on behalf of residents of long-term care facilities.
• Ensure facilities are following laws pertaining to vulnerable seniors and persons with disabilities.
• Assist in establishing effective resident and family councils.
• Work with volunteers of Program by supporting and educating them on regulations and rights of residents.
• Referrals to appropriate agencies including law enforcement agencies.
• Maintain effective working relationship with long-term care facilities, county, state, and federal agencies.
• Collect client data while observing confidentiality.

• Thorough knowledge and understanding of Federal and State Regulations.
• Thorough knowledge and understanding of social services programs available for vulnerable and disabled adults.
• In depth knowledge of psychosocial, physical, health, and emotional needs of frail and /or disabled adults.
• Skill in interviewing, negotiating, and counseling individuals.
• Skill in making sound decisions and resolving difficult situations.
• Strong computer skills using Microsoft software and Google Suite.
• Ability to speak in public to a diverse audience of various sizes.
• Ability to communicate effectively both orally and in writing.

• Considerable knowledge and understanding of Federal and State laws regarding one of the following: regulations and standards pertaining to the various types of long term care facilities;
  Medicare;
  Medical Assistance and related insurance programs.
• Considerable knowledge of the Older Americans Act, other laws, regulations and policies pertaining to specific senior programs.
• Considerable knowledge of human services systems, programs and benefits for older adults.
• Ability to express ideas clearly, both orally and in writing.
• Skill in interviewing and counseling individuals and families.
• Skill in analyzing and interpreting client information and making sound decisions.
• Ability to maintain accurate client records and statistical reports.

• Education:
  
  Graduation from an accredited four-year college or university with a bachelor's degree in social work, nursing, psychology, or a related area.
• Experience:
  
  Two (2) or more years of experience working in human services program areas.
• Additional Requirements:
  
  A valid non-commercial Class C motor vehicle operator's license.

• Experience in providing professional advocacy services to residents of long-term care licensed assisted living facilities and nursing homes.
• Experience in protecting the rights of residents in long-term care facilities.
• Experience in monitoring facilities to assure Federal and State regulatory standards are met.
• Experience in addressing complaints made by or on behalf of residents through investigating and resolving complaints.
• Experience in educating residents, family members, staff and public on long-term care related topics.