Trainer and Quality Assurance Specialist Administrator

Introduction

The Maryland Department of Aging helps establish Maryland as an attractive location for all older adults through vibrant communities and supportive services that offer the opportunity to live healthy and meaningful lives. Through action, investment, leadership, and reform, the Department will create a society in which all older Marylanders can lead lives that are healthy, financially secure, socially connected, and purposeful throughout their full lifespan.

16

36 S. Charles St., Baltimore, MD 21201

The Trainer and Quality Assurance Specialist supports the effectiveness, consistency and integrity of the Long-Term Care Ombudsman Program by developing and delivering training, monitoring program quality, reviewing case and documentation practices and supporting continuous improvement across staff and volunteer operations. This position ensures that local ombudsmen are well prepared to advocate for residents, address complaints, educate consumers and maintain accurate records in compliance with applicable state and federal requirements.

The role also strengthens program performance by identifying gaps, recommending improvements and helping maintain high standards in service delivery and resident advocacy. The Trainer and Quality Assurance Specialist is responsible for designing and delivering onboarding and continuing education, supporting the designation processes, reviewing complaint and case documentation, evaluating adherence to policy and procedures, and providing technical assistance to staff and volunteers.

This position collaborates with the State Ombudsman, program leadership, local ombudsman staff, and volunteer coordinators to promote consistent practice and ensure that training content reflects current law, policy, and resident rights issues. The specialist may also assist with training needs assessments, curriculum development, documentation audits, field observation, corrective action planning, and preparation of program reports or quality dashboards. Ability to travel to facilities, meetings, and training sites as needed.

• This is a contractual position with limited benefits**

Training Development and Delivery

• Develop and deliver designation training and onboarding for new staff and volunteers.
• Create annual continuing education and refresher training sessions.
• Train staff and volunteers on resident rights, complaint handling, documentation standards, confidentiality, conflict resolution, communication skills, and advocacy procedures.
• Evaluate training effectiveness through testing, observation, feedback, and follow-up coaching.
• Adjust training methods and materials to meet learner needs and changing program requirements.
• Evaluate training logistics and recommend improvements.
• Draft and update training materials, job aids, checklists, and reference guides.
• Revise curriculum and procedures to reflect changes in law, regulation, and best practice.
• Maintain training records, certification documentation, and quality assurance files.
• Assist in developing internal guidance for consistent program implementation.
• Support the creation of tools and resources that improve staff and volunteer performance.

• Conduct file audits and quality reviews of case records, complaint logs, and supporting documentation.
• Review case narratives for accuracy, completeness, timeliness, and consistency with program standards.
• Monitor compliance with program procedures, timelines, and reporting requirements.
• Identify patterns in documentation errors, procedural inconsistencies, or recurring service concerns.
• Recommend corrective action, additional training, or process changes when quality gaps are identified.
• Track quality indicators and review trends in training and case handling.
• Prepare summaries, quarterly reports, and other documentation related to audits and performance review.
• Analyze findings to identify strengths, gaps, and opportunities for improvement.
• Share recommendations with leadership to strengthen program operations and service delivery.
• Support data-informed planning for training and quality improvement activities.
• In-person quality assurance visits with local ombudsmen entities and host agencies.

• Provide one-on-one or small-group coaching to local ombudsmen and volunteers.
• Offer field-based feedback and technical assistance on difficult cases and complex resident concerns.
• Support staff and volunteers in applying program policies, advocacy strategies, and communication techniques.
• Assist with problem-solving and practice improvement when issues arise in facility-level work.
• Serve as a resource for consultation on complaint handling, documentation, and resident rights issues.

• Participate in team meetings, statewide meetings, planning sessions, and training events.
• Coordinate with program leadership, local ombudsmen, and volunteers as needed.
• Assist with scheduling,…