Ombudsman (PACE)

Denver Regional Council of Governments•Denver, CO

About The Position

The PACE (Program of All-Inclusive Care for the Elderly) Ombudsman advocates for adults enrolled in PACE who live in their community of choice. The program receives, investigates, and resolves complaints made by or on behalf of participants, helping them navigate PACE services and promoting quality care. Advocacy issues may include participant rights and dignity, confidentiality, care quality and care planning, and medical, therapy, or rehabilitation services. The position conducts visits to PACE centers, monitors settings and service practices, interviews staff, administrators, and participants, and assesses situations to determine whether intervention or review by an outside agency is needed. The Ombudsman investigates complaints, documents findings, advises PACE administration on resolution strategies, coordinates action plans, and makes referrals—including referrals of criminal allegations to an appropriate state agency. The role also responds to information requests, maintains case records, participates in stakeholder committees, advocates for participants and families, and develops community education about PACE and participant rights. The hiring salary range is $2,729.17–$3,276.17 semi-monthly, or $5,458.34–$6,552.34 per month, depending on qualifications. By federal regulation, a candidate cannot be appointed as a long-term care or PACE Ombudsman if, during the previous 12 months, they were employed by or participated in the management of a long-term care facility or PACE organization. The position is full-time and exempt. Depending on assignment, a valid Colorado driver’s license and access to an automobile or a substantively equivalent alternative transportation may be required. The employee must become certified by the state ombudsman within the first three months of employment.

Requirements

Bachelor’s degree in gerontology, social work, or a related human services field and two to four years of related human services experience, or an equivalent combination of education and experience sufficient to perform the essential duties.
Must become certified by the state ombudsman within the first three months of employment.
Depending on assignment, may need a valid Colorado driver’s license and access to an automobile or substantively equivalent alternative transportation.
Cannot have been employed by or participated in the management of a long-term care facility or PACE organization during the previous 12 months to be appointed as a long-term care or PACE Ombudsman.
Knowledge of critical thinking and analysis; compliance monitoring and complaint investigation; long-term care/PACE settings and human services advocacy; treatment and intervention methods; program administration; qualitative and quantitative research; oral presentations; records management; applicable laws and regulations; customer service; and relevant specialized equipment and office technology.
Ability to conduct investigations and compliance monitoring; interview people, gather evidence, assess situations, analyze data, and report findings; prepare reports and presentations; manage records and competing deadlines; maintain confidentiality; advocate for participant rights; provide education and customer service; interpret and apply applicable laws and standards; and use computers and relevant software.
Ability to communicate and interact effectively with coworkers, supervisors, the public, and others, and to exercise tact, diplomacy, and political acumen.
Familiarity with basic digital accessibility concepts, including accessible writing, presentations, remote meetings, and document creation.

Responsibilities

Conduct ongoing visits to PACE centers to observe and monitor compliance of settings and service practices.
Interview PACE staff, administrators, and participants; assess situations and determine whether intervention or escalation to an outside agency is needed.
Partner with and refer matters to state, county, local, and other outside agencies.
Receive and review complaints; conduct investigations and gather grievance information and evidence concerning rights violations, patterns, and related complaints.
Explain investigation processes, rights, and regulations while maintaining client confidentiality.
Prepare and present investigation findings to PACE administration; recommend complaint-resolution strategies, coordinate action plans, and direct service providers on problem resolution.
Refer criminal allegations to the appropriate state agency.
Respond to information requests about PACE options, industry rules and regulations, client needs, facility criteria, regulatory compliance, and care standards.
Document actions in accordance with state statute and determine case status and required actions.
Represent the community on stakeholder committees and provide advice and recommendations to support effective participant and family council meetings.
Advocate against policies or actions that may adversely affect participants’ health, safety, welfare, or rights.
Develop and provide community education and materials about PACE issues and participant rights, and promote community involvement.
Perform other duties of a similar nature and level as assigned.