Job Description Summary:

The Long-Term Care Ombudsman serves as an advocate for residents living in licensed nursing homes and assisted living facilities, working under the general supervision of the Client Advocacy Services Manager. The Ombudsman protects resident rights, investigates and resolves complaints, promotes person-centered care, and works to improve the quality of life and quality of care for residents. The position operates in accordance with the Older Americans Act, Maryland Department of Aging requirements, and Maryland Long-Term Care Ombudsman Program standards. The Ombudsman provides confidential advocacy services, conducts regular facility visits, educates residents and stakeholders regarding resident rights, and collaborates with facility staff, families, community partners, and regulatory agencies to resolve concerns and enhance resident well-being. Ombudsman services are resident-directed and focus on supporting resident choice, dignity, independence, and self-determination. Harford County Government Core Values are essential to successful job performance and this position, as with all positions at Harford County, is accountable for integrating Core Values in the execution of responsibilities.

Budgeted Salary:

$59,280 annually

Essential Duties:

Resident Advocacy and Complaint Resolution Investigate, mediate, and resolve complaints made by or on behalf of residents of nursing homes and assisted living facilities Advocate for residents' rights, preferences, and interests while maintaining confidentiality Work directly with residents, families, legal representatives, and facility staff to address concerns and achieve satisfactory resolutions Monitor complaint trends and identify systemic issues affecting resident care and quality of life Assist residents in understanding and exercising their rights under federal and state regulations Assists clients in order to determine eligibility and obtain services and programs Performs social case work including screening and/or assessing the needs of clients and their family members in regard to specific OOA programs Facility Visitation and Monitoring Conduct routine and unannounced visits to assigned long-term care facilities Meet privately with residents to assess concerns, identify unmet needs, and provide advocacy Observe facility conditions and identify issues affecting resident quality of care or quality of life Participate in resident and family council meetings and support resident leadership opportunities Document facility visits, observations, and interventions in accordance with program standards Education and Outreach Provide education regarding resident rights, abuse prevention, grievance procedures, and quality-of-life issues Conduct presentations and training sessions for residents, families, facility staff, volunteers, and community organizations Promote awareness of the Long-Term Care Ombudsman Program and available services Develop outreach materials and informational resources Provides counseling for clients and their families regarding programs and to advise of same based on state and federal guidelines or regulations Documentation and Reporting Maintain accurate and timely electronic records of complaints, investigations, facility visits, and outreach activities Prepare reports required by the Maryland Department of Aging and local administration Ensure compliance with federal, state, and local Ombudsman program requirements Protect the confidentiality of all resident information and records. Performs related administrative functions including data collection, data analysis and report writing

Years of Experience:

2 years of experience working with older adults, individuals with disabilities, long-term care services, advocacy, case management, or a related field

Education:

Bachelor's Degree in Social Work, Human Services, Gerontology, Public Health, Counseling or related field

Certifications, Licensures, and Examinations:

Must have a valid Driver's License and ability to travel regularly throughout the service area Ability to successfully complete Maryland Long-Term Care Ombudsman certification and ongoing training requirements

Knowledge, Skills, and Abilities:

Ability to interview residents and address sensitive situations involving complaints, abuse allegations, and conflict resolution Ability to travel between facilities and community locations Ability to navigate nursing homes and assisted living facilities A bility to sit, stand, walk, bend, and lift up to 20 pounds as needed Knowledge of the elderly and their needs Knowledge of the State and Federal programs including regulatory and policy issues Skilled in counseling and interviewing techniques Skilled at performing social case work Ability to supervise, to plan, direct and evaluate programs, to prepare reports, to communicate effectively both orally and in writing Knowledge of basic computer programs including Word, Excel and Access Ability to learn new computer programs as required by the State (NAPIS, AIM, and Ombudsmanager)

Working Conditions:

Frequent travel to nursing homes and assisted living facilities throughout the county Occasional evening or weekend attendance at resident councils, community events, or meetings Combination of office, community, and facility-based work settings

SAFETY:

Must comply with all Federal (OSHA), State of Maryland (MOSH), safety regulations and applicable Harford County safety policies, procedures, or manual as required for this position.

COMPENSATION

Other compensation may include but is not limited to: Overtime Compensatory time Shift Differentials

BENEFITS

Harford County offers an exceptional benefits package that includes: Health, Dental & Vision insurance Flexible Spending Accounts State Retirement Plan and Deferred Compensation Long Term Disability, and Life Insurance for Employee, Spouse, and Children Generous Leave Package & Paid Holidays Tuition Reimbursement Harford County Government is an equal opportunity employer and is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, genetic information, veteran status, or any other protected status in accordance with applicable federal, state, and local law.