*Internal Posting Only* Lead Ombudsman

South Alabama Regional Planning Commission; Mobile (AL); On-site; USD 42,000 - 65,000; Full time

Job summary

South Alabama Regional Planning Commission seeks a Lead Ombudsman to implement and manage the Ombudsman program within the SARPC region. You will oversee resident advocacy, investigation of complaints, and coordination with facilities and state agencies.

The role emphasizes person-centered care, volunteer recruitment, and reporting requirements, with supervision from the Director of AAA and the State Long Term Care Ombudsman.

Qualifications

• Bachelor’s Degree or higher in a related field as listed.
• Two years of social work or related program experience.
• Completion of ADSS Ombudsman Certification Training.
• Valid driver’s license with a good driving record.
• Knowledge of Alabama Ombudsman program and processes.
• Ability to interpret long-term care laws and regulations.
• Strong written and verbal communication.
• Ability to work with elderly populations.

Responsibilities

• Receive, investigate, and resolve complaints from nursing home and assisted living residents.
• Regularly visit facilities to build relationships and address issues.
• Promote advocacy and awareness through councils, health fairs, and events.
• Conduct informational meetings for resident/family councils and staff.
• Collaborate with other agencies and the legal service provider.
• Advocate for culture change and person-centered care.
• Establish interagency meetings to develop resources and services.
• Recruit and train volunteers for program exposure.
• Enter case information into the SISOR system and maintain records.
• Prepare quarterly and annual reports with statistics.
• Participate in facility surveys and ensure contractual requirements are met.

Skills

Knowledge of Alabama Ombudsman program

Community resources & long-term care

Laws and regulations interpretation

Communication skills

Organizational & time management

Empathy towards elderly

Office equipment operation

Driver's license & driving record

Education

Bachelor’s Degree in Social Work, Psychology, Gerontology, or related field

ADSS Ombudsman Certification Training

Job description

SUMMARY DESCRIPTION:

The Lead Ombudsman is responsible for the implementation and management of the Ombudsman program within the SARPC region.

SUPERVISORY CONTROLS:

Receives general supervision from the Director of AAA and the State Long Term Care Ombudsman. Supervisor sets the overall objectives and employee and supervisor, in consultation, develop the deadlines, projects, and work to be done; employee is responsible for planning and carrying out the assignment; and work is reviewed only from an overall standpoint.

RESPONSIBILITIES AND DUTIES:

Ombudsman:

• 1. Receive, investigate, and work to resolve complaints and grievances made by or on behalf of nursing home and assisted living residents. Mediate conflicts between family members, residents and/or facility staff. Initiate grievance resolution techniques, and follow‑up appropriately with each case to ensure the problem has been resolved. Refers complex cases to the State Long Term Care Ombudsman.
• 2. Regularly visit nursing homes and assisted living facilities to develop and maintain relationships with residents, ensure compliance with Residents Rights and promote quality of life, and address any issues reported during the visit.
• 3. Promote advocacy and awareness of the ombudsman program through family councils, resident councils, health fairs, staff in‑services, written materials, and other speaking engagements within the organization’s service area.
• 4. Conduct/participate in informational meetings for resident councils, family councils and staff at nursing facilities.
• 5. Collaborate and work with other agencies/entities, and the agency’s legal service provider.
• 6. Advocate for culture change and person‑centered care in long‑term care communities.
• 7. Establish relationships with other programs and agencies to develop resources, services, and/or interests which could benefit residents and/or the Ombudsman Program. At a minimum, establish one interagency meeting in each service area each year.
• 8. Recruit and train volunteers to increase the exposure of the Ombudsman Program in long-term care facilities.

Record Keeping/Reporting/Administration:

• 1. Enter case report information into the statewide (SISOR) computer system.
• 2. Properly log and document all information to support data entered in the SISOR system.
• 3. Maintain case files, records and complete quarterly and annual reports containing statistics on contacts and issues.
• 4. Establish an Advisory Council to assist with activities and duties of the Ombudsman Program, including issues advocacy and volunteer recruitment.
• 5. Participate in facility surveys as required.
• 6. Ensure all contractual requirements for facility visitations, community education activities, in‑service training and other tasks are met.

Miscellaneous:

• 1. Attend conferences, seminars, and other continuing education programs as required.
• 2. Assist with programs, health fairs, and other public events to publicize and educate the community about available aging programs.
• 3. Other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• 1. Knowledge of the State of Alabama Ombudsman Program and processes.
• 2. Knowledge of community resources, long‑term care facilities, and support network available to clientele served.
• 3. Thorough knowledge of laws and regulations applying to long‑term care and assisted living facilities. Ability to interpret and apply the laws and regulations.
• 4. Excellent communication skills, both orally and written.
• 5. Excellent organizational and time management skills.
• 6. Ability to relate to the elderly and their unique problems.
• 7. Knowledge and ability to operate office equipment including telephone, copy machine, fax machine, computer, and calculator.
• 8. Bachelor’s Degree in Social Work, Psychology, Gerontology, or related field. At least two (2) years of work experience in social work or a related program.
• 9. Completion of ADSS’ Ombudsman Certification Training.
• 10. A valid driver’s license and a good driving record.

WORK CONDITIONS:

The work is sedentary. Typically, the employee may sit comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items such as papers, books, small parts; driving an automobile, etc. No special physical demands are required to perform the work.

SUPERVISORY RESPONSIBILITIES:

This position is a supervisory position and oversees the following:

• Ombudsman Volunteers