Ombudsman Program Director (Program Specialist II)
Anne Arundel County Office of Personnel, Baltimore, MD, United States
Position Description
The position of Ombudsman, Program Director 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 that promote choice, independence, and dignity for older adults, individuals with disabilities, and their families and caregivers; and to advocate for and protect the rights of vulnerable older persons and adults with disabilities, a population that is rising.
We achieve this mission through extensive outreach, leadership, teamwork, professionalism, and a commitment to the community we serve.
Position Overview The Director of the Ombudsman Program manages and supervises the Long Term Care (LTC) Ombudsman Program, staff, and volunteers. The program advocates for residents in LTC facilities, investigates complaints, monitors facilities for compliance with state and federal regulations, and educates individuals and service providers on residents’ rights. The Director provides direct supervision of five ombudsmen and a bank of volunteers, oversees multiple LTC Ombudsman State and Federal grants and county funding, and ensures fiscal oversight including budget preparation, monitoring award monies and expenditures, and fiscal planning. The Director receives, investigates, and seeks to resolve complaints, oversees cases, and leads staff/volunteers on available resources to close cases with customer satisfaction. The Director monitors facility trends, identifies systemic challenges, and seeks 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.
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 mission of providing services to county residents. This field distinguishes from management‑support functions such as personnel, budgeting, or other administrative tasks designed to facilitate the activities of other employees. 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 is planning, coordinating, or resolving program operating problems.
Examples of Duties and Knowledge, Skills, and Abilities
Develops recommendations and assessments of alternative programmatic courses of action, 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; 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.
Minimum Qualifications Education:
Graduation from an accredited four‑year college or university with major coursework 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.
Supplemental Qualifications Preferences will be given to candidates with the following:
Supervisory experience in a human services program.
Budget management experience to include fiscal oversight in budget preparation, monitoring of award monies and expenditures, and fiscal planning.
Experience monitoring LTC facilities, advocating for residents of LTC facilities, and investigating complaints.
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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 that promote choice, independence, and dignity for older adults, individuals with disabilities, and their families and caregivers; and to advocate for and protect the rights of vulnerable older persons and adults with disabilities, a population that is rising.
We achieve this mission through extensive outreach, leadership, teamwork, professionalism, and a commitment to the community we serve.
Position Overview The Director of the Ombudsman Program manages and supervises the Long Term Care (LTC) Ombudsman Program, staff, and volunteers. The program advocates for residents in LTC facilities, investigates complaints, monitors facilities for compliance with state and federal regulations, and educates individuals and service providers on residents’ rights. The Director provides direct supervision of five ombudsmen and a bank of volunteers, oversees multiple LTC Ombudsman State and Federal grants and county funding, and ensures fiscal oversight including budget preparation, monitoring award monies and expenditures, and fiscal planning. The Director receives, investigates, and seeks to resolve complaints, oversees cases, and leads staff/volunteers on available resources to close cases with customer satisfaction. The Director monitors facility trends, identifies systemic challenges, and seeks 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.
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 mission of providing services to county residents. This field distinguishes from management‑support functions such as personnel, budgeting, or other administrative tasks designed to facilitate the activities of other employees. 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 is planning, coordinating, or resolving program operating problems.
Examples of Duties and Knowledge, Skills, and Abilities
Develops recommendations and assessments of alternative programmatic courses of action, 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; 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.
Minimum Qualifications Education:
Graduation from an accredited four‑year college or university with major coursework 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.
Supplemental Qualifications Preferences will be given to candidates with the following:
Supervisory experience in a human services program.
Budget management experience to include fiscal oversight in budget preparation, monitoring of award monies and expenditures, and fiscal planning.
Experience monitoring LTC facilities, advocating for residents of LTC facilities, and investigating complaints.
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