Ops Quality Control Analyst - 65650197

Position: OPS QUALITY CONTROL ANALYST - 65650197
Requisition No: 880890

Agency:
Elder Affairs

Working Title:

OPS QUALITY CONTROL ANALYST
- Pay Plan:
Temp

Position Number:

Salary: $15.00-$18.50 HOURLY

Posting Closing Date: 08/18/2026

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DEPARTMENT OF ELDER AFFAIRS

LONG-TERM CARE OMBUDSMAN PROGRAM

* OPEN COMPETITIVE
* POSITION OVERVIEW AND RESPONSIBILITIES:

This position is responsible for conducting routine access visits and investigating complaints about services in long-term care facilities. The ombudsman is a designated representative of the Office of State Long-Term Care Ombudsman as authorized by federal and state law. The ombudsman serves under the direction of the District Ombudsman Manager.

PAY:

Salary will be commensurate with experience and qualifications, ranging from $15.00 to $18.50, hourly.

DUTIES AND RESPONSIBILITIES:

* Answers the phone and documents information and assistance in the web-based documentation system; checks and responds to voice mail at the district level for Panhandle and Central Office.

* Enters complaint, case, and routine access visit information in web-based documentation system; enters updates as received.

* Tracks incoming reports and information such as Adult Protective Services reports, nursing home discharge and transfers, facility contact information, etc.; updates appropriate log or tracking tool.

* Following certification as ombudsman, travels to facilities and conducts routine access visits as needed.

* Following certification as ombudsman, travels to facilities and investigates and resolves long-term care facility residents' complaints as needed. Identifies significant individual and systemic problems affecting residents and brings them to the attention of the District Ombudsman Manager (DOM);
Conducts interviews with residents, facility staff and family members, reviews documents, and writes report of findings while protecting the confidentiality of residents.

* Assists in preparing, processing and maintaining volunteer paperwork including applications, travel, activity reports, and continuing education training hours.

* Processes miscellaneous incoming mail, emails, and faxes; respond as appropriate; general office e-filing.

* Assists the District Ombudsman Manager (DOM) with preparing and arranging monthly ombudsman district council meetings.

* Tracks inventory of office items such as forms, brochures, promotional items, office supplies, and electronic equipment; prepares orders as needed; coordinate distribution of items to field staff and volunteers.

* Coordinates and implements the volunteer ombudsman approval process in HQ ensuring that all paperwork is completed, and potential volunteers are notified in a timely manner.

* Serves as primary office contact in the absence of the DOM.

* Maintains the program's emergency contact list and district office contact list.

* Performs other duties as assigned

* Travel is required.

* Attendance is an essential function of this job

KNOWLEDGE, SKILLS, AND ABILITIES:

* Possess good organizational skills.

* Ability to handle telephone calls in a courteous and effective manner.

* Ability to communicate effectively both orally and in writing.

* Ability to operate general office equipment.

* Ability to conduct assessments and fact-finding interviews.

* Ability to investigate, analyze and resolve complaints.

* Ability to write reports.

* Ability to deal effectively with people.

* Ability to perform basic arithmetic calculations.

* Knowledge of basic investigative techniques.

* Knowledge of the rules governing Ombudsman investigations and assessments.

* Ability to collect and analyze evidence.

* Ability to use deductive reasoning.

* Ability to analyze information and determine its validity.

* Ability to write accurate investigative reports.

* Ability to make independent decisions.

* Ability to conduct thorough investigations.

* Ability to maintain strict confidentiality.

* Ability to establish and maintain effective working relationships with others.

* Apply the policies, procedures, and programs governing the agency.

* Ability to communicate with others to obtain and verify information.

* Ability to analyze and interpret written, numerical, and verbal data from various…