Ombudsman at Capital Area Council of Governments (TX) – Austin, Texas

Performs routine (journey-level) human services and problem-solving work, requiring application of specialized program knowledge. Work involves traveling to/from long-term care facilities throughout the region on a frequent basis, collecting, preparing, and reviewing case data; evaluating difficult situations of individuals and families, primarily regarding residents’ rights, and assisting them in resolution of those situations; and investigating complaints. Works under moderate supervision with limited latitude for the use of initiative and independent judgment. Requires travel throughout the ten-county region.
Essential duties and functions include the following. Other related duties may be assigned.

• Provides explanation of residents’ rights, and assisted living facilities and nursing home rules, regulations, and procedures to residents, families, and, as applicable, facility staff.
• Provides information, referral and assistance to residents, families, and facilities.
• Communicates with facility staff on behalf of an individual who has a complaint.
• Investigates complaints and documentation of findings.
• Facilitates between various parties involved in a complaint as appropriate.
• Assists in resolving complaints.
• Advocates for services for facility residents and families.
• Provides assistance and information for the publication of a volunteer newsletter.
• Provides assistance in the development of policies and procedures.
• Provides education programs or presentations to departments, agencies, civic groups, family councils, long term care facility staff, and the general public.
• Provides volunteer training as prescribed by supervisor.
• Maintains documentation, and records information on contacts and case actions.
• Maintains prescribed reports, case records and files.
• Maintains working relationships with state agencies charged with oversight of assisted living facilities and nursing homes, and other state agencies as applicable.
• Attends required training.
• Prepares required reports for submission to state agency in a timely and accurate manner.

GENERAL QUALIFICATIONS

Bachelor’s degree or higher may substitute for required experience.

Experience

Four years experience in social, behavioral, or human service field or as a certified ombudsman is required.

Education

High school diploma or equivalent is required.

Certifications

n/a

Preferred

• Experience working with older adults is preferred;
• Bachelor’s degree or higher from an accredited university is preferred; and
• Bilingual English/Spanish preferred.

• Knowledge of the Older Americans Act and the Texas Administrative Code.

• Skill in the use of computers and Microsoft Office Suite.
• Skills in training adult learners.
• Skills providing training to program staff and volunteers.
• Skills in preparing reports.
• Skills in writing descriptive materials.
• Ability to document clearly understood case notes and enter service unit data, both in applicable format.
• Ability to perform duties in compliance with rules and regulations.
• Ability to interpret program policies to inform service delivery.

• Ability to evaluate service delivery outcomes.
• Ability to confer with residents, family, and nursing home staff by speaking in one-on-one or group situations to clarify issues, identify underlying concerns, and develop an understanding of respective needs and interests.
• Ability to drive from the office to assigned facilities within the region on a frequent basis