PURPOSE OF POSITION: Under the general direction of the Areawide CEO and program supervision/direction of the Office of the State Long-Term Care Ombudsman, this position provides leadership in development, coordination, and implementation of the Long-Term Care Ombudsman Program. Receives, investigates, and resolves complaints made by on behalf of residents of long-term care facilities. This position also helps develop and manage the Ombudsman Volunteer Program.

Essential Duties and Responsibilities: Include, but are not limited to the following:

• Recruits, screens, trains, and supervises ombudsman volunteers, who serve residents of nursing homes and residential care facilities, using guidelines provided by the Office of the State Long-Term Care Ombudsman staff.
• Publicizes the services of the Ombudsman Program and issues affecting older residents of long-term care facilities through media releases, public speaking, and other means.
• Provides information to the public, long-term care facility residents, and facility staff about elder abuse prevention.
• Coordinates with and receives direction from the Office of the State Long-Term Care Ombudsman staff in complaint investigation and resolution, identification of priority issues, and certification of new ombudsman volunteers.
• Investigates complaints related to the quality of care and quality of life of long-term care residents.
• Maintains confidentiality of information and files pertaining to complaints and complainants according to program policy.
• Keeps AAA CEO and the Office of the State Long-Term Care Ombudsman staff informed of the current situation and needs at the local level, recommends plans for meeting needs, and advises of resources required for their implementation.
• Is available to residents of long-term care facilities in the planning and service area (PSA), visiting each facility regularly and working cooperatively with administrators and staff on behalf of residents.
• Serves in a consulting role to community organizations and agencies on issues and needs affecting older long-term care facility residents, techniques of working with these older people, and the solution of special problems.
• Collects, compiles, and reports various data to the Office of the State Long-Term Care Ombudsman.