Officer Client Rights Protection

About the role

The Client Rights Protection Officer (“Rights Officer”) at Metrocare Services is responsible for ensuring that services are provided in a manner which preserves dignity and basic human rights of Metrocare Services' ("Metrocare") clients. This role involves investigating complaints and advocating for the rights and protections of the individuals receiving services.

Responsibilities

• Coordinate the affairs, operations, and duties of the Client Rights Protection Office
• Investigate complaints and /or concerns from Metrocare client or their family members, representatives or advocates regarding the health, safety, welfare, human and/or legal rights of Metrocare clients
• Serve as Metrocare client advocate in Metrocare provider-client conflicts and grievances
• Responsible for investigating, analyzing, and interpreting allegations of rights violations and developing recommendations and resolutions
• Maintain the internal tracking system, creating periodic and ad hoc reports on complaints and incidents involving client rights
• Draft formal and informal responses and reports (internal and external) to complaints and investigations from governmental agencies, representatives and advocates of clients, and clients or their family members
• Serve as the main representative of the Clients Rights Protection Office
• Serve as a client rights advocate for Metrocare within and outside the organization while ensuring compliance with federal and state HIPAA laws
• Serve as liaison for investigators from federal or state investigators regarding abuse, neglect, and exploitation matters of Metrocare clients
• Be available before and after business hours and/or business days for client rights-related matters
• Train and educate Metrocare staff on regulations, policies and procedures relating to client rights and advocacy matters, incident reporting, and other topics as assigned
• Maintain current knowledge and training on client rights related matters
• Interpreting data received through the Compliance Department
• Identifying patterns and trends in data sets
• Perform other duties as assigned

Qualifications

• Required: Bachelor’s Degree (Social work or Psychology, preferred)
• 7 years of experience in human rights, consumer advocacy, and outreach
• 7 years of experience in mental health services and case management
• 7 years of experience in interviewing, investigations, and strong report writing skills
• 7 years of HIPAA Privacy
• PREFERRED: Master’s degree from an accredited college or university
• Experience in community mental health/ intellectual and developmental disability (“MH/IDD”)
• Homelessness grievance and ethics procedures allegations of Abuse, Neglect, and Exploitation (ANE)
• Intermediate math skills for this position
• Reasoning Ability: Ability to apply common sense understanding of Metrocare Programs. Ability to explain and apply understanding of Metrocare programs and its processes. Ability to handle heavy case load
• Physical Demands: Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation can be made to enable individuals with disabilities to perform the essential functions. The noise level may vary between low and mild. The work environment should not be unusually hot or cold.