This is investigative and analytical work, at full performance level with responsibility for investigation and resolution of complaints made by or on behalf of residents of long term care facilities.
Nature and Scope
An incumbent is responsible for investigation, verification, and resolution of complaints made by or on behalf of residents of licensed long term care facilities about care, services, financial assistance, rights and other concerns affecting their dignity and well-being. An incumbent reviews policies and procedures, negotiating with the administrator and staff of the facility to effect the necessary changes. A class incumbent investigates cases of alleged patient abuse or neglect, and, if appropriate, submits findings to the Attorney General's Office for legal action. In addition, an incumbent plans, develops and implements public information statewide programs to increase public awareness of standards and quality of life maintained within long term care facilities. Work includes analyzing the impact of regulations, legislation and policies and making recommendations for improvement, and working with state officials, professional groups and public to effect changes.
Essential functions are fundamental, core functions common to all positions in the class series and are not intended to be an exhaustive list of all job duties for any one position in the class. Since class specifications are descriptive and not restrictive, incumbents can complete job duties of similar kind not specifically listed here.
Visits facilities in response to complaints or on random periodic visits; interviews facility administrators, staff, residents and families to assess quality of care physically, emotionally and mentally.
In cases of complaint, interviews involved parties, witnesses either individually and or as a group to ascertain facts, and recommends corrective action (e.g. increased staffing, additional training, closer attention to physical condition of patient or cleanliness of facility.
In cases of alleged abuse, or neglect assesses condition of resident, investigates and compiles data to refer to attorney general, if necessary.
Conducts in-house seminars to train staff on the rights of patients.
Develops and monitors outreach programs with service agencies and community resources.
Supervises staff of volunteers engaged in preliminary investigations, case findings and follow-up.
Develops and maintains consumer hand book of long-term care facilities.
Knowledge, Skills and Abilities
The intent of the listed knowledge, skills and abilities is to give a general indication of the core requirements for all positions in the class series; therefore, the KSA’s listed are not exhaustive or necessarily inclusive of the requirements of every position in the class.
Knowledge of needs of elderly and process of aging.
Knowledge of state, federal rules and regulations concerning operation of long-term care facilities.
Knowledge of community resources available to augment quality of life of residents.
Knowledge of principles and practices of supervision particularly as it pertains to volunteers.
Knowledge of public relations techniques.
Skill in negotiating changes in policy and procedures in facilities.
Skill in interviewing techniques to ascertain facts.
Skill in developing programs, policies and procedures.
Ability to analyze facts and prepare reports of recommendations.
Ability to analyze pertinent laws and regulations and apply them as required.
Ability to speak effectively before community groups.
JOB REQUIREMENTS for Ombudsman Adult Long Term Care Facility Applicants must have education, training and/or experience demonstrating competence in each of the following areas:
Six months experience in health or human services work such as applying theories, principles, laws and practices of health or human services programs and services that assist with and improve life for individuals, families, or communities such as financial support, employment, unemployment, housing, health care, disease prevention, substance abuse, child protective services, physical/mental health treatment and prevention or rehabilitation.
Six months experience in conducting investigations which includes conducting interviews to obtain confidential information, gathering evidence and documenting findings.
Six month experience in program evaluation such as evaluating programs and services to identify problems, determine compliance and evaluate the effectiveness and efficiency to ensure program goals and overall objectives are met.
Six months experience in interpreting long term care laws, rules, regulations, standards, policies and procedures.
Knowledge of public relations, media relations or communications such as establishing and promoting a positive image with the public, informing or influencing specific audiences through the use of internal and external communications such as public forums, journalism, writing, marketing, advertising, promotions, or special events.