Job Description

GENERAL DESCRIPTION

Performs in office routine (journey-level) human services and problem-solving work, to support the Long-Term Care Ombudsman Program and support administrative tasks of the program. Work involves recording details of calls and e-mails made by residents, family members and staff of long-term care facilities (nursing facilities and assisted living facilities) for Area Agency on Aging Ombudsman program services. Enters contact data and responses in database and spreadsheet systems; makes appropriate referrals to the Ombudsman serving specific facilities to ensure contacts have timely access to Ombudsman services. Also responds to live calls to the Ombudsman program as needed. Work may also involve documenting staff and volunteer Ombudsman facility visits and case notes in database and spreadsheet systems. Works under moderate supervision with limited latitude for the use of initiative and independent judgment.

ESSENTIAL FUNCTIONS

Essential duties and functions include the following. Other related duties may be assigned.

• Reviews phone messages, e-mails to Ombudsman program; documents in designated database and spreadsheet systems.
• Provides assessment of caller needs and makes appropriate referrals to Ombudsman staff.
• Evaluates caller needs and ensures situations requiring timely action are referred to supervisor.
• Supports staff and volunteer Ombudsman in entering documentation and case notes into designated database and spreadsheet systems.
• Maintains documentation, and records information on contacts and case actions.
• May provide explanation of residents' rights, and assisted living facilities and nursing home rules, regulations, and procedures to residents, families, and, as applicable, facility staff.
• May provide information, referral and assistance to residents, families, and facilities.
• May assist Ombudsman staff resolving complaints.
• Attends required training.
• Prepares reports from database and spreadsheet systems for Ombudsman Program staff.

GENERAL QUALIFICATIONS

Experience

n/a

Education

Bachelor's degree is required.

Certifications

n/a

Preferred

• Bilingual English/Spanish preferred.
• Experience in social service consumer response and intake via phone systems preferred.
• One year of experience in client data entry and data management work is preferred.
• Experience in working with older adults and/or persons with disabilities is preferred.

Knowledge, Skills, and Abilities

• Knowledge of social service customer support standards in a call-focused environment.
• Skill in the use of computers and Microsoft Office Suite.
• Skills in effective oral and written communications, especially consumer support and documentation.
• Skills in working with vulnerable adults and people in high stress situations.
• 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 perform timely data management and documentation tasks with a high degree of accuracy.

Other Requirements

• Must obtain Certified Ombudsman status within 45 days of hire date.
• Must pass periodic background checks processed by Texas Department of Health and Human Services.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those wit To apply please email your resume to rjgonzalez@ultimatestaffing.com