Long Term Care Ombudsman Lead

Summary

Supports daily operation of the NYS Long Term Care Ombudsman Program in multiple counties. Implements strategic objectives to achieve the program's goals and coordinates volunteer activities.

Duties and Responsibilities

• 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
• 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
• 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
• 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
• 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
• 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

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.

Benefits

• 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.

Pay

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