Ombudsman (Human Services Specialist)

Position Overview

The Ombudsman role involves delivering dedicated advocacy services to residents in licensed long-term care settings, including assisted living facilities and nursing homes, within Anne Arundel County. The position demands adherence to the Ombudsman Code of Ethics and centers on providing confidential, resident-driven support. Extensive engagement with residents, community groups, government agencies, and County and State personnel is required.

Nature and Scope of Work

This role involves safeguarding the rights of residents in long-term care environments by monitoring care quality on both individual and systemic levels. It requires the investigation and resolution of complaints filed by or on behalf of residents through thorough inquiries and observations. The Ombudsman educates residents, their families, staff, and the wider public on topics related to long-term care. Providing counseling, crisis intervention, and administrative assistance tailored to individual client needs by effectively leveraging various available community resources and agencies is a key aspect of the work.

The position advocates for and protects residents' rights, necessitating complaint intake, investigation, and resolution in nursing homes and assisted living facilities. Regular meetings often occur outside the office setting, typically at care facilities or occasionally hospitals.

Key Duties

• Receive and investigate complaints raised by or on behalf of long-term care residents and work towards resolutions.
• Ensure facilities comply with laws protecting vulnerable seniors and individuals with disabilities.
• Facilitate the establishment of effective resident and family councils.
• Support and educate program volunteers regarding residents' rights and relevant regulations.
• Make referrals to suitable agencies, which may include law enforcement.
• Maintain productive working relationships with long-term care providers and government agencies at multiple levels.
• Collect and handle client data while maintaining confidentiality.

Required Skills and Knowledge

• Comprehensive understanding of Federal and State regulations related to long-term care.
• In-depth knowledge of social services available for disabled and vulnerable adults.
• Strong grasp of the psychological, physical, health, and emotional needs of frail or disabled adults.
• Proficiency in interviewing, negotiating, and counseling individuals effectively.
• Ability to make well-informed decisions and resolve complex situations.
• Competence with Microsoft software and Google Suite programs.
• Effective public speaking skills, suitable for diverse audiences of varying sizes.
• Excellent verbal and written communication capabilities.

Additional Expertise

• Detailed knowledge of regulations applying to long-term care facilities, Medicare, Medical Assistance, and related insurance programs.
• Familiarity with the Older Americans Act and related laws, policies, and programs for seniors.
• Understanding of human services systems and benefits pertinent to older adults.
• Skills in analyzing client information and maintaining accurate records and reports.

Minimum Qualifications

• Completion of a bachelor's degree from an accredited institution in social work, nursing, psychology, or a related field.
• At least two years’ experience working within human services program areas.
• Possession of a valid non-commercial Class C driver's license.

Preferred Qualifications

• Experience advocating professionally for residents in licensed long-term care and assisted living facilities.
• Background in safeguarding residents' rights within these facilities.
• Experience monitoring compliance with Federal and State care standards.
• Proven track record in investigating and resolving complaints effectively.
• Skill in educating residents, family members, staff, and community members on long-term care issues.