DSHS HCLA RN / Nursing Home Complaint Investigator

Washington's older adults and people with disabilities deserve care they can count on. As a Nursing Consultant Institutional with the Washington State Department of Social and Health Services, you will work as a Registered Nurse to inspect and evaluate care provided in Nursing Homes. This role uses your long-term care expertise to conduct onsite nursing home surveys across the area to support federal certification work. You’ll help ensure skilled nursing facilities protect vulnerable adults by promoting safety, resident rights, and freedom from abuse and neglect.

This position is based out of the Home and Community Living Administration office in Lakewood and plays a key role in ensuring the safety and well-being of residents in Nursing Home facilities across Washington State. The role conducts statewide onsite provider practice investigations and surveys, supporting regions as needed.

Responsibilities

• Plan and organize workload to meet performance standards while conducting surveys and complaint investigations for Nursing Homes in accordance with state laws and regulations.
• Interview residents, family members, and community representatives to gather information about provider practices and resident satisfaction.
• Make visual and auditory observations of resident care, services, and the physical environment, including extended periods of resident and staff observation.
• Communicate with team members, providers, staff, residents, and families using a calm, respectful, objective, and non-confrontational approach.
• Evaluate nursing care practices to determine compliance with state regulations.
• Obtain necessary and relevant information from professional records, facility staff, and other sources to assess resident care and services.
• Recognize and analyze deficient practices and clearly communicate findings to team members, department staff, and provider staff.
• Organize findings and prepare thorough, detailed written reports in a timely manner.
• Complete training requirements and stay current on new principles of nursing practice.
• Conduct thorough complaint investigations using established protocols, including record review, staff interviews, client observation, and review of care plans and personnel records.
• Prepare clear, accurate, and timely written reports including statements of deficiencies and investigation summaries that meet statutory and department standards.
• Collaborate with Adult Protective Services, law enforcement, the Ombuds office, and other agencies to coordinate investigations and share relevant findings appropriately.
• Respond to changing workload needs, emergency assignments, and modified duties during declared emergencies or disaster situations as required under the DSHS Comprehensive Emergency Management Plan.

Skills

• Nursing practice: Applies current knowledge of institutional nursing principles, long-term care regulations, and public health practices to evaluate care quality and identify deficient practices in certified community residential settings.
• Investigation skills: Conducts thorough complaint investigations using established protocols, including record review, staff interviews, client observation, and review of care plans and personnel records, to reach well-supported findings.
• Written communication: Produces clear, accurate, and timely written reports including statements of deficiencies and investigation summaries that meet statutory and department standards.
• Time management: Organizes and prioritizes a varied workload across multiple facilities and complaint types to meet regulatory deadlines without close supervision.
• Interpersonal communication: Communicates findings and regulatory expectations clearly and professionally to providers, staff, clients, families, and fellow team members, including in difficult or contentious situations.
• Objectivity: Maintains a professional and respectful approach when working with persons who may be resistant, distressed, or in conflict, applying consistent and fair judgment across all interactions.
• Collaboration: Works with Adult Protective Services, law enforcement, the Ombuds office, and other agencies to coordinate investigations and share relevant findings appropriately.
• Computer proficiency: Uses Microsoft Word, Outlook, and Teams effectively, and enters and retrieves data accurately in state electronic systems including RCS databases.
• Adaptability: Responds to changing workload needs, emergency assignments, and modified duties during declared emergencies or disaster situations.

Requirements

We are searching for professionals who meet one of the following:

• Associate Degree in Nursing/Diploma Nurse AND five years of experience as an RN in a long-term care setting and/or behavioral health setting.
• Bachelor of Science in Nursing AND three years of experience as an RN in a long-term care setting and/or behavioral health setting.
• Master of Nursing/Master of Science in Nursing AND two years of RN experience in a long-term care setting and/or behavioral health setting.

Must hold a valid Registered Nurse license and be able to practice as a Registered Nurse in the State of Washington. Selected candidates must successfully complete required state surveyor and investigator training, including certification requirements. Degrees in Social Work must be from a program accredited by the Council on Social Work Education.

Benefits

• Pierce County employees are eligible to receive an Orca Card for transportation needs.

Job number #04965. Prior to a new hire, a background check including criminal record history may be conducted. Employees driving on state business must have a valid driver's license. Employees driving a privately owned vehicle on state business must have liability insurance on the privately owned vehicle.