Client Advocate

State of North Carolina•Wake County, NC

31d

About The Position

The North Carolina Department of Health and Human Services (DHHS) is one of the largest, most complex agencies in the state, and has approximately 17,000 employees. It is responsible for ensuring the health, safety, and well-being of all North Carolinians, providing human service needs for special populations including individuals who are deaf, blind, developmentally disabled, and mentally ill, and helping poor North Carolinians achieve economic independence. The Advocacy Specialist ensures that individuals seeking rehabilitation services receive all benefits and supports for which they are eligible under federal and state laws, policies, and regulations. This role provides direct advocacy, guides consumers in self-advocacy, investigates complaints, and supports due process actions when necessary.

Requirements

Master's degree in a discipline relative to the program from an appropriately accredited institution and three years of related experience; OR
Bachelor's degree in a discipline relative to the program area from an appropriately accredited institution and five years of related experience; OR
an equivalent combination of education and experience.

Nice To Haves

Knowledge of the Rehabilitation Act 0f 1973, as Amended, and Title I of the ADA. Considerable knowledge of basic patient rights laws (Federal & State) relating to disability groups.
Knowledge of public rehabilitation program services, policies and procedures.
Knowledge providing diagnostic and treatment or advocacy services to the developmentally disabled, mentally ill, or children and youth disabled population, as required for the particular job.
Ability to use appropriate skills to resolve conflict.
Ability to deal with high stress situations calmly and effectively. Ability to deal with others in difficult and complex situations to achieve resolution or adherence to laws and/or regulations. Ability to organize and maintain accurate, clear, and complete written records according to policy and procedure.

Responsibilities

Provide advocacy services through assessment and analysis of consumer complaints.
Coach and assist consumers in developing self-advocacy skills, including how to effectively present concerns to public rehabilitation agencies.
Review case facts and consult with the CAP Director to determine merit and appropriate action.
Use alternative dispute resolution (ADR) strategies to negotiate mutually acceptable solutions.
Educate consumers about due process rights and advise on the most effective course of action.
Support the CAP Director in preparing and presenting cases during due process proceedings when ADR is unsuccessful.
Monitor agencies' corrective actions to ensure compliance with decision directives.
Identify trends in consumer concerns to highlight systemic issues and underserved populations.
Serve on assigned boards and commissions.
Participate in outreach to increase awareness of the Client Assistance Program and public rehabilitation services.
Investigate agency decisions and actions related to consumer complaints by communicating with staff and reviewing records.
Research and interpret relevant laws, regulations, and policies; educate consumers and agency staff for improved understanding.
Assist consumers in pursuing legal avenues when appropriate, and support case preparation using gathered investigative information.
Assess consumer inquiries by gathering facts and determining needs.
Respond to phone calls and correspondence from the public.
Determine whether concerns can be resolved through information and referral, education, or if further investigation is required.
Connect consumers with appropriate resources.
Maintain detailed documentation in compliance with state and federal requirements and NCCAP policies.
Record all contacts, actions, and case activities in clear and accurate progress notes.
Create case files, obtain required Releases of Information, and track case progress.
Prepare written case summaries and consumer closure letters at the conclusion of each case.

Benefits

Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis).
Employees also receive paid vacation, sick, and community service leave.
In addition, paid parental leave is available to eligible employees.

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