LTCO (Ombudsman)

The employee in this position works under the direct supervision of the Long-Term Care Ombudsman (LTCO) Coordinator to promote the well-being and quality of care and life of residents of long-term care facilities (LTCF’S) by: receiving, investigating, and documenting resident complaints / problems and requests for information; providing information and referrals on long-term care (LTC) to residents and their families; and identifying LTC issues which may require statutory, regulatory or policy changes.

This employee works out of an office in the employee’s residence and travels to assigned locations. Travel expenses shall be routinely reimbursed from office at employee’s residence (and back to starting point) with limited exceptions that must be approved in advance. Relocation further away from the assigned work area after hiring could result in loss of employment depending on available program funds.

ESSENTIAL FUNCTIONS:

A. Complaint - Processing

• Receives calls, emails, letters, and faxes as well as requests in the field.
• Obtains sufficient information to determine if supplying information, providing consultation, and/or opening a case is needed.
• Responds to complaints within standard of promptness.
• On behalf of the resident and with resident consent, conducts complaint intake and investigates and attempts to resolve complaints relating to the residents’ bill of rights and long-term services and support in accordance with laws, rules, and LTCO policies.
• Provides referrals to other sources of assistance when appropriate.
• Collaborates with other agencies when appropriate.
• Documents all complaint-handling services promptly and as stipulated by Ombudsman Program policies.
• May receive and review volunteer reports related to services provided and case handling. Will follow up with volunteer as needed.
• Gathers information regarding the needs of consumers or those seeking information/consultation in order to provide the best possible assistance.
• Researches and provides information regarding long-term care, services and supports, rights and regulations, access to services, facility profiles and other information to consumers and others.
• Contacts other agencies when appropriate to obtain information or assistance for consumers. Provide referral material as needed.
• Accurately documents activities and casework in the Ombudsman reporting system (OmbudsManager) as stipulated by Ombudsman Program policies.

B. Routine Resident Visits

• Through visitation and other contacts, develops Ombudsman Program presence in long-term care facilities to enhance the quality of life for long-term care residents. During visits to facilities, provides information to residents regarding their rights and the Ombudsman Program services. Routine visits are required in assigned facilities during each calendar quarter.

C. Information and Referral

• Keeps abreast of the development and implementation of relevant federal, state, and local laws, regulations, and policies.
• As requested, participates in advocacy related to long-term care issues.

D. Community Education

• Presents information regarding the services of the Ombudsman Program and other topics relating to long-term care to residents, other groups, and the public and provides resident rights in-service training to providers.
• Disseminates such information in outreach activities.
• Educates mandated reporters concerning reporting of abuse, neglect, and exploitation.

E. Other Job Responsibilities

• Contacts, directs, and supervises volunteers.
• Obtains and submits all required materials and documentation according to Ombudsman Program policies.
• Participates in the development of strategic plans as requested and contributes towards accomplishment of goals.
• Immediately reports any conflict of interest.
• Submits complete and accurate activity and expense reports on a timely basis.
• Performs all other tasks as assigned.

QUALIFICATIONS:

Knowledge: Must have knowledge of the processes of aging (biological, psychological, and sociological) and characteristics of institutionalized elderly; Prefer familiarity of long-term care system and aging network.

Skills: Issue identification and analysis; development/implementation of complaint resolution strategies; complaint documentation; good written and oral communication, and ability and desire to work with the elderly.

Education: Bachelor’s degree in a related field preferred. Relevant and comparable education/experience may be substituted at the discretion of SLTCO.

Certification Requirements: After hire, the employee must successfully complete training certification, as determined by the State LTCO, of certification requirements approved by the Georgia Department of Human Resources pursuant to the Georgia Health Code, chapter 88-19A: Ombudsman Program in Long-Term Care Facilities. De-certification by the Office of the State Long Term Care Ombudsman shall result in loss of employment.

Job Type: Full-time

Pay: $44,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Work Location: Multiple locations

Salary : $44,000