Administrative Coordinator ADMINISTRATIVE OFFICER III

Position Duties

Support the State Long-Term Care Ombudsman office through administrative coordination and workflow coordination.

Provides strategic and operational leadership for the administrative infrastructure of the State Long-Term Care Ombudsman Program.

• Ensures efficient program operations, compliance with federal and state requirements, program policy and procedures, and effective support for local ombudsman entities and volunteers.
• Provides operational assistance to staff and programs while facilitating adherence to departmental policies and timelines.
• Contributes to communication efforts, record maintenance, and the logistical organization of various activities and training sessions.
• Ensures efficient day-to-day functioning, accurate data systems and responsive communication with residents, families and community members.
• This role plays a central function in maintaining program infrastructure, supporting statewide consistency and directly assisting with ombudsman responsibilities, including complaint intake and advocacy support.

Program Administration and Operations

Oversee daily administrative operations of the statewide ombudsman program, ensuring alignment with federal and state requirements.

• Develop and maintain administrative procedures, workflows, and standardized practices across local ombudsman offices.
• Cook internal operations including records management, documentation systems, and office logistics.
• Support program leadership in monitoring deadlines, deliverables, and operational priorities.
• Ensure consistency and efficiency across local ombudsman offices.
• Plan and manage all logistical aspects of quarterly trainings, including scheduling, venue coordination (virtual or in-person), materials preparation, and monitor mandatory attendance.
• Cook with trainers, presenters, and program leadership to ensure effective delivery.
• Maintain training records and attendance documentation.
• Support onboarding and ongoing training needs for staff and volunteers.
• Evaluate training logistics and recommend improvements.

Data and Database Management

Administer and maintain the program’s database, ensuring accurate and up-to-date records of nursing homes, assisted living facilities, and other long-term care providers.

• Regularly update facility listings, contact information, and licensing status to support accurate reporting and case tracking.
• Generate reports and support required state and federal reporting.
• Develop procedures to improve data accuracy and system usability.

Communication Systems and Intake

Manage and oversee the program’s phone system, including call routing, voicemail systems, and response protocols.

• Serve as a primary point of contact for incoming calls from residents, families, and the public.
• Conduct intake of complaints and inquiries, ensuring accurate documentation and timely referral or follow-up.
• Maintain clear, compassionate, and professional communication with individuals seeking assistance.
• Identify trends or recurring concerns from calls and elevate to program leadership as appropriate.
• Serve as a designated ombudsman, in accordance with state and federal requirements.
• Provide direct support on complaint handling, including intake and triage as needed.
• Affirm confidentiality and uphold ombudsman principles of resident-directed advocacy.
• Afford support to local ombudsman staff and volunteers with guidance on administrative aspects of casework.

Involuntary Discharge Process Management

Develop, implement, and maintain a standardized process for tracking and responding to involuntary discharge notices from long-term care facilities.

• Ensure timely receipt, documentation, and routing of notices to appropriate ombudsman staff.
• Monitor compliance with notice requirements and identify patterns or concerns.
• Maintain organized records and reporting related to discharge notices.

Other Duties

Other duties as assigned by the Secretary, Deputy Secretary, Assistant Secretaries, Chief of Staff, or Supervisor.

This position may require site visits to network and partner sites across Maryland.

Minimum Qualifications

• Education: Graduation from an accredited high school or possession of a high school equivalency certificate.
• Experience: Three years of administrative staff or professional work.

Candidates may substitute 30 college credit hours from an accredited college or university for each year up to two years of the required experience.

Candidates may substitute the possession of a Bachelor's degree from a college or university for the required experience.

Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work that included the regular use of independent judgment and analysis in applying and interpreting complex administrative plans, policies, rules or regulations or analysis of operational programs or procedures with recommendations for improvement on a year-for-year basis for the required experience.

Desired Or Preferred Qualifications

• Long-Term Care Ombudsman experience.
• Experience working with vulnerable adults and older adults.
• Experience creating spreadsheets & reports for tracking deliverables, deadlines, operational priorities and state & federal reporting.
• Customer service experience handling phone calls and customer inquiries.

LICENSES, REGISTRATIONS AND CERTIFICATIONS

• Employees in this classification may be assigned duties which require the operation of a motor vehicle.
• Employees assigned such duties will be required to possess a motor vehicle operator’s license valid in the State of Maryland.

Benefits

Contractual employees who work for an agency covered under the State Employee and Retiree Health and Welfare Benefits Program, have a current employment contract and work 30 or more hours a week (or on average 130 hours per month) may be eligible for subsidized health benefits coverage for themselves and their dependents.

• The State of Maryland will subsidize the remaining 75% of the cost for these benefits.
• You can also elect to enroll in dental coverage, accidental death and dismemberment insurance, and life insurance, but will be responsible to pay the full premium for these benefits.

Leave

Federal law requires that we provide you with information about leave options. If you are hired, you will be able to take the following types of leave:

• One hour for every 30 hours worked, not to exceed 40 hours per calendar year.