Ombudsman Program Coordinator

Job Title:

Regional Ombudsman Program Coordinator, Grade 6  

Reports to:

Regional Ombudsman Program Manager  

FLSA Status/Schedule:

Non-Exempt; 37.5 hours per week 

Location:

Syracuse with expected travel throughout the area of service      

ARISE’s mission is to work with people of all abilities to create a fair and just community in which everyone can fully participate.

Qualifications:

• Bachelor’s degree in social work, health, public administration, gerontology, law or related fields
• Experience in program management with at least two (2) years of experience in volunteer management
• Three (3) years of experience in the field of human services, with at least one (1) year in the area of aging or long term care
• Demonstrated commitment to advocacy work, with at least one (1) year experience as an advocate
• Working knowledge of community resources  
• Demonstrated professional computer proficiency  
• Strong organizational, administrative, and communication skills  
• Valid New York State Driver License and reliable transportation     

Essential Functions:

• Plan and conduct regular volunteer in-service trainings to provide opportunities for case review, education, and network building
• Visit long term care facilities to investigate and resolve complaints through interviews, observations, and record review     
• Provide regular and ongoing presence of ombudsman in supported long term care facilities
• Ensure the necessary number of active ombudsmen volunteers is maintained on an ongoing basis
• Develop and maintain cooperative working relationships with facilities’ administrations and meet with staff as needed
• Assist with organization, advertising, and instruction of ombudsman certification training for new volunteers in accordance with state ombudsman program requirements 
• Initiate and/or maintain working relationships with agencies and community groups involved in supporting or enforcing quality of life in long term care facilities
• Recruit, screen, interview and provide shadowing opportunities for potential ombudsman volunteers.
• Receive incoming calls from ombudsman hotline number and ensures all complaints are designated to an ombudsman for investigation and resolution in absence of Regional Ombudsman Program Manager
• Maintain confidentiality of files and resident information in compliance with policies set forth by the State Long Term Care Ombudsman as well as HIPAA 
• Increase public support for long term care residents and awareness of volunteer opportunities by periodically presenting in public forums, such as community speaking engagements, agency fairs, radio/television interviews, etc.  
• Coordinate periodic volunteer appreciation activities or events designed to motivate and validate their worth as members of the ombudsman program
• Maintain working knowledge of laws and regulations pertaining to long term care
• Complete New York State mandated ombudsman certification training
• Utilize Peerplace Data Management System to document volunteer and programmatic activity in accordance with the National Ombudsman Reporting System (NORS) 
• Oversee upkeep and maintenance of regional data in Peerplace and run reports as necessary 
• Maintain and regularly update folder of “Frequently Updated Lists and Spreadsheets”
• Perform duties of Regional Ombudsman Program Manager in his/her absence  

• Uphold policies and procedures 

• Exercise sound judgment as a matter of course and hold protected health information and other sensitive information in the strictest of confidence in accordance with ARISE and HIPAA policies  

• Other duties as assigned