Long Term Care Ombudsman Lead

Description

Lifespan is a trusted, mission-driven, regional nonprofit dedicated to helping older adults take on the challenges and opportunities of longer life. We are a great place to work where staff can grow personally and professionally in a supportive and inclusive environment.

STATUS: Full-time 37.5 hours a week

HOURLY RATE: Up to $24.00 per hour

SUMMARY

Supports daily operation of the NYS Long Term Care Ombudsman Program in Genesee, Livingston, Monroe, Ontario, Orleans, Seneca, Wayne, Wyoming, and Yates Counties. Implements strategic objectives to achieve the program’s goals and coordinates the program’s volunteer recruiting, training, performance evaluation, and recognition activities as assigned by the Program Manager. Advocates for and educates about long term care residents’ rights in the region.

DUTIES AND RESPONSIBILITIES

Program Operations & Decision-Making

· Independently provides ombudsman program advocacy services to residents of facilities across multiple sites and counties

· Applies Program and Agency policy and procedure requirements to resolve operational issues

· Makes judgment calls that directly affect service delivery, compliance, and risk exposure

· Serves as de facto operational lead when the Program Manager is unavailable

Supervision & Workforce Management

· Recruits, trains, and evaluates volunteers

· Provides corrective feedback, performance guidance, and remediation to volunteers

· Ensures compliance with state certification, training, and documentation requirements for volunteers

· Acts as first-line supervisor for day-to-day performance issues for volunteers

Compliance, Risk, and Audit Responsibility

· Ensures program compliance with federal, state, and contract requirements

· Prepares documentation for audits, monitoring visits, and corrective actions

· Identifies systemic compliance risks and implements corrective measures

· Interacts directly with state or external oversight entities

Stakeholder & External Relations

· Represents the program to facilities, partners, state agencies, and community stakeholders

· Resolves conflicts involving residents, families, and administrators

· Provides authoritative guidance on program policy and residents’ rights

· Maintains ongoing working relationships critical to program credibility

Training, Systems, and Process Development

· Trains others on policies, procedures, data systems, and compliance requirements

· Identifies gaps in workflows and implements process improvements

· Creates or refines tools, tracking systems, and documentation standards

· Ensures consistency across staff/volunteers in multiple locations

Scope, Complexity, and Accountability

· Manages complex, multi-county and multi-site program service delivery

· Balances competing priorities between compliance and service delivery

· Holds responsibility for outcomes that directly affect funding, reputation, and programmatic standing

Requirements

QUALIFICATIONS

Education

Bachelor’s degree in social work or a related human services area. Master’s degree a plus.

Experience

Minimum two years’ experience in human services agency, health care or long-term care setting.

PHYSICAL AND MENTAL REQUIREMENTS

· Excellent verbal and written communication skills.

· Detail-oriented, organized, and able to multi-task in a busy environment.

· Maintains composure under strict deadlines and difficult situations.

· Able to work in a multi-cultural environment.

· Has reliable transportation and can travel within region to assigned facilities.

· Proficient working with Microsoft Office.

Lifespan offers great benefits including:

If working 37.5 hours, the following benefits are available

Vacation (21 days)

Sick (10 days)

Personal Time (3 Days)

Holidays (11)

Medical Insurance (3 options)

Dental Insurance (2 options)

Vision (2 options)

Flexible Spending Account

Health Savings Account with company contribution

403(b) Retirement Program

Hybrid Work Schedule may be available after successfully completing the probationary period

If working less than 37.5 hours, accrued time is pro-rated.

Salary/Hourly Rate

Multiple factors will be considered for salary/hourly determination including, years of relevant service, skills required, education, and internal equity,

Lifespan is an equal opportunity employer and, as such, affirms in policy and practice to recruit, hire, train, and promote, in all job classifications, without regard to race, religion, color, national origin, citizenship, sex, age, veteran status, disability, genetic information, gender identity/expression or any other protected characteristic. Lifespan will not discriminate against persons because of their disability, including disabled veterans, and will make reasonable accommodations for known physical and mental limitations of qualified employees and applicants with disabilities.

Deadline to Apply: Open until Filled