The position of Ombudsman, Program Director is is a full time, permanent position within the Long Term Care Division of the Department of Aging and Disabilities.
Anne Arundel County Government is an organization of 4000 employees serving the over 600,000 residents of Anne
Arundel County.
The mission of the Department of Aging and Disabilities is to develop and administer services and programs which
promote choice, independence and dignity for older adults, individuals with disabilities and their families and caregivers;
and advocate for and protect the rights of vulnerable older persons and adults with disabilities, a population that is rising.
We will achieve our mission through extensive outreach, leadership, teamwork, professionalism and a commitment to the
community we serve.
The position of Director of the Ombudsman Program is responsible for managing and supervising the Long Term Care (LTC) Ombudsman Program and the LTC Ombudsman staff and volunteers. The LTC Ombudsman Program advocates for residents residing in LTC facilities; investigates complaints made by, or on behalf of vulnerable residents; monitors facilities for compliance to state and federal regulations, and educates individuals receiving services and those providing services of residents’ rights. The position will provide direct supervision and management of LTC Ombudsman Program staff of five ombudsmen and a bank of volunteers.
The Director will provide oversight and direction of multiple LTC Ombudsman State and Federal grants and county funding. The position requires experience in programmatic fiscal oversight to include budget preparation, monitoring of award monies and expenditures, and fiscal planning. This position will ensure individual files are maintained and cases are documented with factual information; report to appropriate agencies in instances of abuse and/or neglect; ensure complete and accurate data entry into Get Care and National reporting systems.
This position will receive, investigate, and seek to resolve complaints made by, or on behalf, of residents in LTC facilities.
The Director of the Ombudsman program will oversee cases and lead LTC Ombudsman staff/volunteers on available resources to effectively close the case with customer satisfaction. The position will monitor facility trends, systemic challenges, and seek innovative opportunities to educate the LTC community and individuals served to proactively live and receive services based on self-determination and protection of individual rights.
This is program management support work carrying out assignments in operational programs requiring knowledge of a
range of program issues to perform a variety of assignments.
NATURE AND VARIETY OF WORK
The occupational field of program management work involves directing or carrying out assignments in one or more programs that are directly related to the department's/agency's mission of providing services to County residents. This field of work is distinguished from management-support functions such as personnel, budgeting or other administrative type tasks which are designed to facilitate the activities of other employees providing direct services. The majority of contacts are with employees in the same or other departments and agencies of the County government, State and Federal agencies, nonprofit and private sector organizations. The purpose of the contacts, which normally are of a cooperative nature, but can be difficult, with both parties working toward mutual goals, are for planning, coordinating or resolving program operating problems.
An employee in this class utilizes knowledge of program management support and program subject matter principles, techniques, functions, regulations and procedures in planning, organizing, directing and evaluating or carrying out assignments in one or more programs. The employee independently plans and carries out the aspects of program development, implementation and evaluation, and resolves problems and deviations in accordance with policies and
program practices. The supervisor provides assistance for unusual situations and reviews methods and approaches used in carrying out the employee's program support activities for conformance to policy and established requirements. The employee adapts standard program practices and procedures to meet situations or cases not fully covered by existing guidelines, and modification of current guides. Decisions involve conditions and factors that must be identified and analyzed to determine relationships with existing criteria. Work output affects the social, physical or emotional well being of program
participants or recipients of services. The work is primarily sedentary, is performed in an office environment and presents no significant hazards. While some employees may direct programs of limited scope and/or supervise other employees, this is atypical of the class.Develops recommendations and assessments of alternative programmatic courses of action, as well as program goals, needs, and achievements.
Utilizes data collection and analysis techniques to evaluate individual programs; submits oral and written reports to management personnel for their consideration and decision-making.
Prepares documentation to obtain State, Federal, and private endowment grant and funding requests.
Monitors specific or selected aspects of contracts and makes recommendations on the acceptability of program services; serves as liaison between contractor and user agency by receiving complaints and resolving problems concerning contract performance or compliance with terms.
Consults with a variety of individuals, groups, and committees on program planning, coordination, and evaluation responsibilities.
Collects, records, and evaluates data and prepares statistical and narrative reports and other documents in support of State and Federally-funded projects and other programs.
Develops strategies for complaint resolution in complex issues, analyzes trends/patterns in program areas; and recommends modification in program practices.
Functions in a liaison capacity between the department/agency to which assigned and other departments/agencies and public and private concerns.
Contributes to the publication of quarterly/annual program reports and information releases.
Reviews pending and passed legislation and evaluates for programmatic impact; drafts proposed legislation as required.
Develops special programs county wide to ensure content and process will produce desired results.
Sets goals for service delivery; formulates and implements policies and procedures for customer service to ensure effective service delivery.
Performs related duties as required.
KNOWLEDGE, ABILITIES, AND SKILLS
Considerable knowledge of the program areas related to the department/agency to which the position is assigned.
Considerable knowledge of the principles, practices and techniques of program development, implementation, and evaluation.
Considerable knowledge of standard processes involved in procurement and/or contract management.
Considerable knowledge of Federal and/or State Grant funding requirements and regulations, as required.
Ability to prepare, interpret, and evaluate program proposals and modifications.
Ability to communicate effectively, both orally and in writing.
Ability to deal tactfully, effectively and equitably with people.
Ability to attend meetings or perform work at locations outside the office, if necessary.Education: Graduation from an accredited four (4) year college or university with major course work in public or business administration or a related field.
Experience: Two (2) or more years of experience in managing a Human Service program or another specialty area directly related to the specific position.Preferences will be given to candidates with the following:
1) Supervisory experience in a human services program.
2) Budget Management experience to include fiscal oversight in budget preparation, monitoring of award monies and expenditures, and fiscal planning.
3) Experience monitoring LTC facilities, advocating for residents of LTC Facilities and investigating complaints.
