PSA 2 Area Agency on Aging

LTC Ombudsman Program Manager 40 Hours JOB DESCRIPTION Under the direction of the AAA Executive Director, the Ombudsman Program Manager is responsible for the planning, administration and day to day operation of the LTC Ombudsman Program, operating as a direct service of PSA 2 Area Agency on Aging (PSA 2 AAA). The LTC Ombudsman Program Manager assures compliance with State and Federal regulations, policies and procedures issued by the State LTC Ombudsman and PSA 2 AAA policies and procedures and ensures that all required activities and LTCOP goals and objectives are carried out and/or met. Working Relationships: Reports to: PSA 2 AAA Executive Director and the Office of the State Long Term Ombudsman Supervises: Regional Coordinator II, Regional Coordinator, Ombudsman II, Volunteer Ombudsman Duties include, but are not limited to, the following: • Administer the day to day operations and functions of the program • Collaborate with Executive Director and fiscal staff to develop budgets and control expenses to adhere to approved budgets • Recruit and hire qualified staff; train, develop and mentor staff to ensure retention of experienced program representatives • Supervise staff via administrative policies of PSA 2 AAA • Recruit and train volunteers to meet the Program's immediate and long-term objectives for exceptional service and evolving service challenges • Remain informed of PSA 2 AAA policies and procedures and ensure LTCOP compliance • Observe PSA 2 AAA risk management policies/guidelines to ensure a safe workplace; provide new or current employees with complete information to ensure PSA 2 AAA employees and volunteers are aware of and adhere to safety and emergency policies and procedures • Provide on-going training and assistance to staff in the investigation and resolution of complaints • Conduct staff and volunteer performance reviews, and solicit feedback about the program; • Counsel staff or volunteers; and take appropriate disciplinary steps when necessary • Attend all training and statewide or individual meetings as required by the OSLTCO. May include 36-hour/multi-day new coordinator training and bi-annual continuing education conferences, requiring distant travel within the state. • Act as liaison between OSLTCO, and LTCOP. Communicates regularly with the assigned program analyst of the OSLTCO on organizational changes, complex cases or cases with legal implications. Consults with the OSLTCO on appropriate action to be taken to resolve serious staff or volunteer issues • Provide information on developing LTC or program service trends and patterns which may impact program operations or current guidelines or policies • Act as a liaison to federal, state, and local agencies, including licensing agencies, Adult Protective Services, Public Guardian, Bureau of Medical Fraud and Elder Abuse, Elder Abuse Councils, Elder Death Review Teams, and other entities related to LTC issues • Collect program data and prepares concise, accurate, and timely reports as required by OSLCTO and PSA 2 AAA • Participate in local, regional or facility meetings related to residents' rights, elder abuse prevention and LTC issues • Resolve complaints against the LTCOP and its representatives through the program's established grievance procedure • Provide one-on-one support and guidance to ombudsman staff on an as needed basis • Ensure compliance with federal, state and local regulations • Maintain a working knowledge of significant developments and trends in the field • Remain available 24/7 for technical issues and crisis line calls • Adhere to the Professional Standards of Conduct to ensure an efficient, effective, and professional team environment in the workplace Qualifications: • Meet state certification requirements as set by the State Ombudsman. Obtain designation to act as the PSA 2 LTCOP Coordinator, representing the State Ombudsman. • Bachelor's degree or equivalent in Human Services or social work. Minimum 1 year supervisory experience in a social services agency or related setting • Knowledge of laws and regulations governing LTC facilities • Bi-lingual a plus • Demonstrate a thorough understanding of the long-term care system, aging issues and the rights and concerns of the elderly within that system. Experience working in a facility a plus. • Knowledge of the overall mission of the LTCOP and commitment to the advocacy and complaint resolution role of the LTC Ombudsman representatives • Evidence of emotional maturity, stability, tactfulness and the ability to provide professional leadership needed to attract and retain staff and volunteers • Excellent communication skills • Demonstrate ability in problem resolution, and flexibility to respond to urgent situations, various and diverse contacts, and changing circumstances and service demands • Computer literacy adequate to execute the job responsibilities • Availability to travel to workshops, conferences and meetings as required by the position • Must provide own vehicle, possess a valid California Driver's License with minimum statutory required insurance or have reliable transportation available • Demonstrate a passion for creating and maintaining a culture of excellence Annual Benefits (These benefits will not be available if less than 75 hours are worked in a pay period). • 80 hours Vacation Leave • 96 hours Sick Leave • Health Insurance Coverage (employee only) through Public Employees Retirement Systems (PERS) Choice. An opportunity to purchase additional coverage for your family is available • Membership in Public Employees Retirement System (PERS) • 13 paid holidays Following a probationary period of six months, the Ombudsman Program Manager will receive the following additional benefits: • $1,625.00 Medical Wellness Benefit Salary Range $30.10 (Step 1) to $36.59 hour (Step 5) recblid v61ywvc4v9c29dkfgga99t3swdi60j