Ombudsman Program Director (Program Specialist II)
Anne Arundel County, Annapolis, MD, United States
Position Overview
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. The 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, advocating for residents residing in LTC facilities, investigating complaints, monitoring facilities for compliance, and educating individuals about residents’ rights. This role provides direct supervision of five ombudsmen and a volunteer bank, oversees multiple LTC Ombudsman state and federal grants and county funding, and ensures fiscal oversight, accurate case documentation, reporting to appropriate agencies for abuse/neglect, and data entry into Get Care and national reporting systems. The Director will receive, investigate, and seek to resolve complaints, lead staff and volunteers on available resources, close cases with customer satisfaction, monitor facility trends, identify systemic challenges, and develop innovative opportunities to educate the LTC community for proactive self-determination and protection of individual rights.
Nature and Variety of Work The employee directs and carries out assignments in one or more programs that are directly related to the department’s mission of providing services to County residents. This includes planning, coordinating, and resolving program operating problems with employees in the same or other departments and agencies, State and Federal agencies, nonprofits and private sector organizations.
The employee utilizes program management support and subject matter principles, techniques, functions, regulations, and procedures to organize, direct, and evaluate assignments. The employee independently plans and carries out program development, implementation, and evaluation, resolves problems and deviations in accordance with policies and practices, provides assistance for unusual situations, reviews methods and approaches for conformance to policy and requirements, and adapts standard practices to meet unique cases.
The employee makes decisions involving 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, performed in an office environment, and presents no significant hazards.
Responsibilities include developing recommendations and assessments of alternative programmatic courses of action, program goals, needs and achievements, using data collection and analysis techniques, preparing oral and written reports, obtaining state, federal and private grant and funding requests, monitoring contracts, acting as a liaison between contractor and user agency, collecting, recording, and evaluating data for reports, formulating strategies for complaint resolution, analyzing trends, recommending program practice modifications, and contributing to publication of quarterly and annual program reports.
Additional duties involve reviewing pending and passed legislation, evaluating programmatic impact, drafting proposed legislation, developing county-wide special programs, setting goals for service delivery, formulating policies and procedures for customer service, and performing related duties as required.
Knowledge, Abilities, and Skills Considerable knowledge of program areas related to the department/agency, including principles, practices, and techniques of program development, implementation and evaluation, standard processes involved in procurement and contract management, and federal/state grant funding requirements and regulations.
Ability to prepare, interpret, evaluate program proposals and modifications; communicate effectively orally and in writing; deal tactfully, effectively and equitably with people; attend meetings or perform work at locations outside the office if necessary.
Qualifications Education:
Graduation from an accredited four (4)-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 position. Preferences will be given to candidates with the following:
Supervisory experience in a human services program.
Budget Management experience including 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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Nature and Variety of Work The employee directs and carries out assignments in one or more programs that are directly related to the department’s mission of providing services to County residents. This includes planning, coordinating, and resolving program operating problems with employees in the same or other departments and agencies, State and Federal agencies, nonprofits and private sector organizations.
The employee utilizes program management support and subject matter principles, techniques, functions, regulations, and procedures to organize, direct, and evaluate assignments. The employee independently plans and carries out program development, implementation, and evaluation, resolves problems and deviations in accordance with policies and practices, provides assistance for unusual situations, reviews methods and approaches for conformance to policy and requirements, and adapts standard practices to meet unique cases.
The employee makes decisions involving 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, performed in an office environment, and presents no significant hazards.
Responsibilities include developing recommendations and assessments of alternative programmatic courses of action, program goals, needs and achievements, using data collection and analysis techniques, preparing oral and written reports, obtaining state, federal and private grant and funding requests, monitoring contracts, acting as a liaison between contractor and user agency, collecting, recording, and evaluating data for reports, formulating strategies for complaint resolution, analyzing trends, recommending program practice modifications, and contributing to publication of quarterly and annual program reports.
Additional duties involve reviewing pending and passed legislation, evaluating programmatic impact, drafting proposed legislation, developing county-wide special programs, setting goals for service delivery, formulating policies and procedures for customer service, and performing related duties as required.
Knowledge, Abilities, and Skills Considerable knowledge of program areas related to the department/agency, including principles, practices, and techniques of program development, implementation and evaluation, standard processes involved in procurement and contract management, and federal/state grant funding requirements and regulations.
Ability to prepare, interpret, evaluate program proposals and modifications; communicate effectively orally and in writing; deal tactfully, effectively and equitably with people; attend meetings or perform work at locations outside the office if necessary.
Qualifications Education:
Graduation from an accredited four (4)-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 position. Preferences will be given to candidates with the following:
Supervisory experience in a human services program.
Budget Management experience including 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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