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Regional Long-Term Care Ombudsman Specialist/Elder Justice Specialist

Posted: 10/07/2019

The Mid-America Regional Council (MARC) is seeking a qualified individual to serve as a regional long-term care ombudsman specialist. This specialist will be responsible for promoting the highest quality of life possible for individuals living in long-term care settings by empowering and educating residents and families.  
About Us
MARC, the association of local governments and metropolitan planning organization for the bistate Kansas City region, promotes and supports cooperation on regional issues, including transportation, community development, environment, emergency services, aging and early learning. MARC has a collaborative work environment with a culture based on integrity, innovation, diversity and inclusion, excellence in performance and service leadership.
MARC serves as the Area Agency on Aging for Cass, Clay, Jackson, Platte and Ray counties in Missouri, connecting older adults to a wide range of services such as home-delivered and congregate meals, transportation, in-home services and legal aid. The Long-Term Care Ombudsman program trains volunteers who are assigned to specific long-term care facilities, where they spend quality time getting to know the needs of residents. Ombudsmen form bonds with residents and work to resolve concerns about care before they become crises. These valuable volunteers champion resident rights and act as liaisons between facility staff and residents.
About this position
The Regional Long-Term Care Ombudsman Specialist recruits, trains and supervises ombudsman volunteers to identify issues, isolate causes of concern and skillfully resolve any challenges with compassion and respect for those living in a long-term care community.  In addition to advocating on behalf of residents at the local level, the Specialist is involved in statewide systemic advocacy efforts to improve the quality of care for all residents. The person in this position will also take on coordination responsibilities for quality assurance actions and elder justice initiatives, such as contractor monitoring and supporting contracted legal services. This Ombudsman Specialist reports to the Regional Ombudsman Coordinator.

What you’ll do

  • Provide administrative support to the Regional Ombudsman Coordinator.
  • Assist with researching and drafting reports, tracking and supporting case management.
  • Assist in developing and refining presentations for recruitment and volunteer events.
  • Assist with recruiting candidates to volunteer as Long-Term Care Ombudsmen.
  • Assist with coordinating and maintaining a cadre of Volunteer Long-Term Care Ombudsmen.
  • Operate in the capacity of an ombudsman by visiting assigned facilities, receiving complaints, carrying out fact-finding, and mediating the resolution of concerns.
  • Document cases, complaints and their resolutions to monitor and identify long-term care patterns and issues in the region.
  • Assist the Regional Ombudsman Coordinator with analyzing and developing policies and procedures to provide information and understanding to authorities charged with the operation and regulation of long-term care facilities within the region.
  • Entering documentation into a web-based data system.
  • Conduct monitoring functions of regional facilities, providers, and contracted service organizations.
  • Act as the primary coordinator of the legal services service line, under oversight of the Regional Ombudsman Coordinator.
Skills you’ll need
  • Demonstrated capability to carry out the designated responsibilities to act as an advocate for residents of any age living in a licensed long-term care facility (assisted living, residential care, nursing facility or skilled nursing facility) and manage a volunteer component.
  • Professionalism
  • Strong customer service skills.
  • Demonstrated understanding of conflict resolution
  • Ability to keep matters confidential and exercise good discretion in using information.
  • Conscientiousness in meeting commitments, observing deadlines and achieving results.
  • Self-motivation, driven by professional rather than personal concerns
  • Persistence when faced with difficult problems or challenges and remains calm in stressful situations.
  • Good interpersonal skills, including the ability to work collaboratively with colleagues and residents from different national and cultural backgrounds
  • Ability to work effectively with clients, family members, health care providers, community organizations, hospitals and other agencies, MARC employees and the public.
  • A high degree of patience, respect, and empathy while serving an aging population.
  • Freedom from conflicts of interest and no standing to gain financially through an action or potential action brought on behalf of individuals served by the main program.
Your resume will stand out if you have:
  • Knowledge of social casework and community resources used in the provision of social services for older people and individuals with disabilities.
  • Specific experience in aging and disability services programs.
  • Proven ability to conduct assessments and identify risks, assess needs and develop solutions to meet the client’s needs.
  • Some knowledge of medical terminology related to Medicare benefits.
Required Education and Experience
A bachelor’s degree in Social Work, Psychology, Sociology, Gerontology, Human Services, Public Administration, Nursing or a closely related field is required. At least three years of professional, related experience is also required.
  • A Master’s degree in one of the above disciplines can be substituted for experience.
  • Demonstrable leadership acumen or potential can be substituted for experience.
Experience with Microsoft Office Suite (Word, Excel, Access and PowerPoint) is also required.

Other Requirements
This is a full-time, hourly (non-exempt) position. MARC offers flexible scheduling.
Travel to attend meetings, seminars, trainings, and presentations is required and may be performed during and after regular business hours. In-region travel to facilities and contractor sites is required.
You must possess a valid driver’s license.
You must possess current legal authorization to work in the United States and not require sponsorship now or in the future (i.e., H1-B, F-1, or TN visas or any other non-immigrant status).
You must successfully pass a background check, including driver’s license check and Family Care Safety Registry.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Starting pay hourly rates for this position is up to $19.97 per hour, depending upon qualifications.  MARC offers an attractive team-oriented work environment along with a competitive fringe benefit package. 

How to Apply
To apply please visit our website at and submit a cover letter and resume. 
MARC is an equal opportunity employer that welcomes all qualified persons without regards to race, color, sex, disability, national origin, citizenship, age, pregnancy, genetic information, military status, ancestry or any other characteristic or status protected by law. 

Job Type: Full Time