Regional Long-Term Care Ombudsman
Multi-Service Center - Federal Way, WA

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WASHINGTON STATE

LONG-TERM CARE OMBUDSMAN PROGRAM

JOB TITLE: REGIONAL LONG-TERM CARE OMBUDSMAN

SUMMARY OF POSITION:

The Regional Long-Term Care Ombudsman (RLTCO) serves as an effective and visible advocate for the

Well being of long-term care residents within a designated region. The Regional Long-Term Care

Ombudsman shall promote both individual and systematic complaint resolution activities, including

community involvement, administrative and legislative monitoring and reporting.

The Regional Long-Term Care Ombudsman shall promote the development of citizen organization, such

as resident and family councils, to give residents of long-term care facilities, and other interested parties, a

voice in resident health safety, and policy-making process. Promote the regional program to increase

awareness of and involvement with local long-term care facilities. Recruit, train and supervise volunteers to

help carry out complaint fact-finding and resolution activities. Work with local organizations to develop

additional funding for the regional program. Establish communication channels with government agencies,

long-term care providers and organizations, professional groups and advocate groups within the region.

The RLTCO shall receive and carry out fact-finding; and resolve complaints relating to administrative action which adversely affect health, welfare and rights of residents of long-term care facilities with the region. Encourage reconciliation by serving as a third party mediating disputes over services or issues when necessary. Assist long-term care providers, agencies, volunteers and others in becoming more responsive to the needs of resident. With the consent of resident refer complaints which come under other agencies jurisdiction for investigation. Maintain a regional reporting system to collect ate related to complaints and conditions in long-term care facilities.

The RLTCO shall monitor complaints and the system in order to identify long-term care patterns and issues in the region. Analyze and develop policies and procedures to provide information and understanding to authorities charged with operation and regulations of the long-term care facilities within the region.

The RLTO shall supervise the staff and volunteer ombudsmen of the King County LTCO program.

LOCATION:

Federal Way, King County & Other Service Areas (as needed)

KEY DUTIES & RESPONSIBILITIES:

  • Long-Term Care Ombudsman Tasks
  • Receive the delegation of Long-Term Care Ombudsman authority from the State Long-Term Care Ombudsman, and, within the region fulfill Long-Term Care Ombudsman responsibilities assigned by the federal Older Americans Act and state Long-Term Care Ombudsman statues on behalf of the State Long-Term Care Ombudsman.
  • Receive, carry out fact finding about, and resolve complaints and concerns raised by residents, family members, friends, and facility staff within the region.
  • Act as mediator in disputes between residents and other parties representing the resident's point of view.
  • Maintain the confidentiality of complaints and residents per federal and state statues.
  • Document complaints and cases per instructions from the State Ombudsman; maintain the region's computerized case management system to assure complaints are resolved in a timely manner.
  • Provide summary statistical and narrative reports per instructions from the State Ombudsman; utilize computer system to generate monthly and annual summary reports as required by the State Ombudsman.
  • Follow Program Instructions as issued in the official memo series from the State Ombudsman.
  • Attend regular staff meetings.
  • Provide staff services to the Regional Long Term-Care Ombudsman Advisory Board.
  • Volunteer Ombudsman Management Tasks
  • Recruit candidates to volunteer as a Long-Term Care Ombudsman.
  • Coordinate (locates training sites, plan for trainee meals and provide local trainees per the state office training agenda) initial 30-hour training for new recruits and participate in these training sessions.
  • Provide in-service training as necessary to assure volunteer eligibility for annual re-certification and assure volunteer knowledge about appropriate issues is up to date.
  • Supervise the work of Certified Volunteer Long-Term Care Ombudsmen in visiting assigned facilities, receiving complaints, carrying our fact-finding, and mediating the resolution of concerns.
  • LEVEL OF SUPERVISION:
    • The RLTO shall supervise the staff and volunteer ombudsmen of the King County LTCO program.
    EXPERIENCE REQUIRED :
    • 3-5 years supervisory experience of staff.
    • Ten years or more of LTC ombudsman experience with demonstrated competency in all areas.
    • Demonstrated experience in data analysis and policy formulation.
    • Demonstrated experience in management principles and techniques, including the management of volunteer staff.
    • Demonstrated experience in training and public speaking.
    • Must be free of conflict of interests as defined in WAC 365-18-040 and attached to this job description.
    • Must be a resident of the region served by the Regional Long Term Care Ombudsman Program who employs them.
    • Must have reliable insured transportation and possess a valid Washington State Drivers License.
    • Must be able to successfully pass the Washington State Background Check.
    EDUCATION/LICENSES/CERTIFICATION/FORMAL TRAINING:
    • B.A. degree and four years of advocacy , including direct work experience in human services or related field;
    OR
    • Ten years of direct work experience in human services or related field; OR
    • Any combination of education, experience and measurable performance which demonstrates the capability to perform the duties of this position.
    ESSENTIAL ABILITIES:
    • Read, write and understand the English language
    • Excellent written and verbal communication skills
    • Excellent organizational skills and good computer skills
    • Good at working with staff and clients; nursing; social services; personnel management.
    • Knowledge of legal systems; case management; mediation.
    • Knowledge of long-term care facilities issues.
    • Knowledge of gerontology; networking between agencies (disabled and mental health).
    • Ability to represent the agency and all of its programs to funders and donors in a professional and positive manner
    • Knowledge of the needs and problems of long-term care residents and their families; the State and local long-term care system; social service and public benefit programs related to the residents; medical and social process of aging.
    • Ability to organize and administer social services; coordinate with related services; supervise and train staff and volunteers; organize community groups; write and speak effectively; identify and analyze issues, maintain computerized data base.
    • Possess a valid Washington State Driver License and auto insurance
    PHYSICAL REQUIREMENTS:

    These physical requirements are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job. Reasonable accommodation can be made to ensure people with disabilities to perform the described essential functions.
    • Lifting up to 25 lbs. without assistance.
    • Highly mobile position involving frequent driving, regular walking and standing
    • Stretching/Reaching, Hand/Finger dexterity, Stooping (bend at waist) frequently
    • Mobility and ability to sit in front of computer screen for long periods of time
    WORKING ENVIRONMENT
    • Work performed indoors in a climate controlled environment.
    • Travel throughout King County
    Multi-Service Center does not tolerate discrimination of any type, and offers equal employment opportunity to all qualified persons without regard to race, color, religion, sex, national origin, age, disability or medical condition, sexual orientation, marital status, veteran status or any other considerations mad unlawful by Federal, State or local laws. Multi-Service Center is an at-will employer.

    RESTRICTIONS

    The employee must maintain certification as a Long Term Care Ombudsman and meet the following WAC 365-18-040 Conflict of Interest guidelines:
    • Ombudsmen cannot be employed by, manage, or work as a paid consultant or independent contractor for a long-term facility, currently or within the last one year.
    • Ombudsmen or a member of his/her immediate family cannot have a significant ownership or investment interest in a long-term care facility or service, currently or within the last one year.
    • Ombudsmen cannot have a direct involvement in the licensing or regulation of a long-term care facility or long-term care service, currently or within the last ne year.
    • Ombudsmen cannot solicit or receive gifts, money or estate property from a resident, unless the resident is a relative.
    • Ombudsmen cannot be assigned to a long-term care facility in which the Ombudsman or a member of his/her immediate family is a resident.
    • Ombudsmen shall not use this position for any financial benefit, direct, indirect or implied.
    • Ombudsmen shall not conduct or engage in political or religious activities at the long-term care facility she/he is assigned.
    • Ombudsmen cannot have direct personal involvement in the provision of involuntary services or involuntary commitment of a resident.
    If you are interested in applying for this job opportunity please send your resume to: jobs@multi-servicecenter.com

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