PROGRAM DESCRIPTION

The Ombudsman Program staff and volunteer ombudsmen are advocates for residents of nursing homes and assisted living facilities working to resolve problems of individual residents to bring about changes at the local, state and national levels that will improve residents’ care and quality of life.

SUMMARY OF POSITION

The Local Ombudsman Specialist provides comprehensive assessment, planning, and coordination of advocacy services to residents; exercises discretion and independent judgment in the performance of duties with respect to matters of significance.

ESSENTIAL DUTIES

The essential duties of this position include but are not limited to the following performance measures:

1. Interpret federal, state and local regulations and implement policies described in the Health and Human Services Commission (HHSC) ombudsman policies and procedures manual
2. Establish and maintain a professional working relationship with nursing home and assisted living facility management and staff in the service area in order to effectively advocate for residents;
3. Maintain records and data essential to the operation of the program in accordance with standards described in the HHSC ombudsman policies and procedures manual;
4. Identify, receive, investigate and work to resolve complaints regarding long-term care facilities;
5. Attend all required training provided by the state office and training, meetings and conferences related to program goals as determined necessary by supervisor;
6. Provide information to and visit residents;
7. Protect the confidentiality of all residents;
8. Promote the Ombudsman Program;
9. Provide residents with regular and timely access to ombudsman services;
10. Assist residents to protect their rights and express a complaint pertaining to their health, safety, welfare, and rights within a facility;
11. Seek administrative, legal, and other remedies to protect the health, safety, welfare, and rights of residents;
12. Prepare and submit required reports timely;
13. Keep updated on licensing standards for all long-term facilities;
14. Assure adequate facility coverage to assure that residents and families have access to Ombudsman services;
15. Coordinate with Texas HHSC Regulatory Services Texas Department of Protective and Regulatory Services’ Adult Protective Services (APS), Disability Rights Texas and law enforcement as needed regarding issues and complaints;
16. Perform other duties and responsibilities as required or assigned.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

Texas local government structure and intergovernmental relations. Must be able to maintain complete and accurate records; must demonstrate organizational and time management skills; must demonstrate effective client interview techniques; must be able to understand, apply and communicate rules, regulations and guidelines by state and federal agencies relating to program; establish and maintain effective working relationships with representatives of local, state and federal agencies, local businesses, service providers, and the general public; demonstrate proficiency in both written and oral communication; exhibit excellent computer skills including Word and Excel in a Microsoft Windows environment; analyze and interpret data.

EXPERIENCE AND TRAINING

Bachelor’s degree in business, public administration, social sciences, psychology, sociology, social work or a related field to the applicable program, plus at least one year relevant experience is preferred. Equivalent combination of experience and training which provides the required knowledge, skills and abilities for the position may be considered in lieu of degree.

CERTIFICATES AND LICENSES REQUIRED

Appropriate driver’s license or available alternate means of transportation. Must hold State certification for Level I Ombudsman. Ability to pursue, obtain and maintain a Level II Ombudsman certification.

HOURS AND WAGE RATE

20 hours/week at $15.00/hour