Ombudsman (PACE)

Denver-Regional-Council-of-Government; Denver (CO); On-site; USD 61,000 - 73,000; Full time

Job summary

DRCOG in the Denver region seeks a PACE Ombudsman to advocate for participants, investigate complaints, and coordinate resolutions with state and local agencies.

You will monitor care quality, document actions, and provide guidance on program options while meeting licensing and reporting requirements in a community-focused setting.

Qualifications

• Bachelor’s degree in gerontology, social work or related human services field.
• Two to four years of related human services experience.
• Must become certified by the state ombudsman within the first three months.

Responsibilities

• Conducts investigations and gathers grievance information for PACE complaints.
• Assists participants with issues related to care, health, safety and personal preferences.
• Maintains documentation of actions in accordance with state statute and regulatory requirements.
• Represents the program on stakeholder committees and supports community education.
• Coordinates referrals to state, county and local agencies as needed.

Skills

Advocacy

Investigations

Regulatory compliance

Communication

Education

Bachelor’s degree in gerontology

Bachelor’s degree in social work

Related human services field

Job description

The hiring salary range for this position is $2,729.17 - $3,276.17/semi-monthly or $5,458.34 - $6,552.34/month depending on qualifications.

Pursuant to the Code of Federal Regulations Volume 4 section 1324.21 (iii) – We are unable to appoint a candidate as a long‑term Care or PACE Ombudsman if they have been employed by or has participated in the management of a long‑term care facility or PACE organization within the previous twelve months.

The Denver Regional Council of Governments serves as a visionary leader along Colorado’s front range. We tackle the BIG issues, like growth and development, transportation and meeting the needs of older adults. Our success is built on, and defined by, long‑standing partnerships and serving as a forum for discussing these and other emerging issues in an effort to collectively find innovative solutions. DRCOG is a Regional Planning Commission per Colorado state statute, is the federally designated Area Agency on Aging (AAA), and the Metropolitan Planning Organization (MPO) for the Denver region. Our culture and values fuel and inform the work we do, and employees are rewarded with competitive compensation, generous benefits and an adaptable work environment. Sound like a good fit? We’d love to meet you!

The PACE (Program of All-Inclusive Care for the Elderly) Ombudsman program is charged with performing advocacy work for adults who are enrolled in the PACE program living in their community of choice. Advocating for PACE participants involves receiving, investigating, and resolving complaints made by and on behalf of participants. The PACE Ombudsman Program provides essential advocacy to help individuals navigate the complex service delivery system within PACE and ensure quality care.

How Do We Help? PACE Ombudsman representatives assist participants with issues related to care, health, safety, and personal preferences. Problems can include, but are not limited to:

• Violation of participants' rights or dignity
• Ensuring confidentiality within the healthcare setting
• Poor quality of care and issues within the care planning process
• Medical care, therapy, and rehabilitation issues

Want to make an impact in the work you do? PACE Ombudsmen make a difference in the lives PACE participants every day!

This class specification represents only the core areas of responsibilities; specific position assignments will vary depending on the needs of the Division.

• Conducts ongoing visits of PACE centers for observation and compliance monitoring of settings and service practices; conducts interviews with PACE staff, administration and participants; performs situation assessments to determine need for intervention and/or escalation of review by outside agency; partners with and makes referrals to state, county and local departments and/or other outside agencies.
• Receives and reviews complaints; conducts investigations and gathers grievance information; observes and gathers evidence on specific rights violations, patterns and related complaints; provides information on investigation processes, rights and regulations; and maintains client confidentiality in proceedings.
• Prepares and presents investigation report findings to PACE administration and provides direction on complaint resolution strategies; coordinates action plan and directs service providers on problem resolution; refers criminal allegations to appropriate state agency.
• Responds to information requests regarding PACE program options, industry rules and regulations, and provides general guidance related to client needs, facility criteria, regulatory compliance and care standards.
• Prepares and maintains documentation of all actions in accordance with state statute; determines case status and required actions.
• Serves as a community representative on stakeholder committees, attending meetings, and by providing advice and recommendations for the maintenance and improvement of effective participant and family council meetings; advocates against policy or actions that may adversely affect the health, safety, welfare or rights of participants.
• Develops and provides community education and materials to increase awareness of PACE programmatic issues, participant rights, and to promote community involvement in PACE and industry concerns.
• Performs other duties of a similar nature and level as assigned.

• Principles and applications of critical thinking and analysis.
• Principles and practices of compliance monitoring and complaint investigation.
• General practices and issues related to long term care/PACE settings and human services advocacy.
• Treatment and intervention methods related to assigned area.
• Best practices, trends and emerging technologies.
• Principles and practices of program administration and management.
• Principles and methods of qualitative and quantitative research.
• Principles and techniques of effective oral presentations.
• Record management principles.
• Applicable federal, state and local laws, codes, regulations (based on assignment).
• Customer service principles.
• Specialized equipment relevant to area of assignment.
• Modern office technology.
• Researching industry trends, solutions and best practices.
• Conducting investigations and monitoring compliance.
• Conducting interviews, gathering evidence and reporting findings.
• Performing situation assessments to determine intervention needs or actions.
• Gathering data, analyzing findings and applying logic and reason.
• Interpreting, monitoring and reporting information and statistics.
• Authoring original reports, documents and presentations.
• Compiling and sorting data and articulating issues and recommendations.
• Coordinating deadlines and prioritizing competing demands.
• Exercising confidentiality.
• Providing participant advocacy of rights and promoting awareness of issues related to the PACE program.
• Exercising political acumen, tact and diplomacy.
• Developing and providing education and related materials.
• Interpreting and applying applicable laws, codes, regulations and standards (based on assignment).
• Providing customer service.
• Utilizing a computer and relevant software applications.
• Utilizing communication and interpersonal skills as applied to interaction with coworkers, supervisors, the general public and others to sufficiently exchange or convey information and to receive work direction.
• Familiarity with basic concepts of digital accessibility, including techniques for accessible writing, presenting, remote meetings, and document creation.

Bachelor’s degree in gerontology, social work or related human services field and two to four years of related human services experience.

OR

An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above, unless otherwise subject to any other requirements set forth in law or regulation.

Licensing/Certifications:

• Valid Colorado Driver’s License and access to an automobile or to substantively equivalent alternative transportation.
• Must become certified by the state ombudsman within the first three months of employment.

Status

Full-time, Exempt

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran