OPS QUALITY CONTROL ANALYST (STAFF ASSISTANT)- 65650124

State of Florida • Pensacola, FL

110d • $15 - $17

About The Position

We are seeking an enthusiastic individual with a desire to share our Agency’s mission to promote the well-being, safety, and independence of Florida's seniors, their families, and caregivers, and the vision for all Floridians to live well and age well.   If you have good judgment, a desire to enrich the lives of others, and share our mission and vision, please consider joining our team.

The Department of Elder Affairs (DOEA) provides most direct services through its Division of Statewide Community-Based Services, which works through the state’s 11 Area Agencies on Aging and local service providers to deliver essential services to a vital segment of the population.

The major focus of DOEA is to provide home and community-based services to seniors who are at risk of being placed into a long-term care facility because of their degree of frailty.  Ultimately, the goal is to efficiently use resources to ensure that the greatest number of elders possible get to choose where they live while living healthy, active, and fulfilling lives in their communities.

This is an administrative and investigative position.  The ombudsman assistant is a designated representative of the Office of State Long-Term Care Ombudsman as authorized by federal and state law.  The ombudsman assistant serves under the direction of the District Ombudsman Manager.

Requirements

• Possess good organizational skills.
• Ability to handle telephone calls in a courteous and effective manner.
• Ability to communicate effectively both orally and in writing.
• Ability to operate general office equipment.
• Ability to conduct assessments and fact-finding interviews.
• Ability to investigate, analyze and resolve complaints.
• Ability to write reports.
• Ability to deal effectively with people.
• Ability to perform basic arithmetic calculations.
• Knowledge of basic investigative techniques.
• Knowledge of the rules governing Ombudsman investigations and assessments.
• Ability to collect and analyze evidence.
• Ability to use deductive reasoning.
• Ability to analyze information and determine its validity.
• Ability to write accurate investigative reports.
• Ability to make independent decisions.
• Ability to conduct thorough investigations.
• Ability to maintain strict confidentiality.
• Ability to establish and maintain effective working relationships with others.
• Apply the policies, procedures, and programs governing the agency.
• Ability to communicate with others to obtain and verify information.
• Ability to analyze and interpret written, numerical, and verbal data from various sources.
• Ability to type and prepare reports and memoranda accurately and timely.
• Ability to plan and organize to ensure work is completed in accordance with applicable laws, regulations, rules, and policies.
• Ability to read, understand, and apply regulations, and policy directives.
• Ability to fulfill all ombudsman program certification and continuing education training requirements.
• Proficiency in Microsoft Office Suite and Windows 2000.
• If selected for employment applicant will be required to become a certified Ombudsman upon time frame set by employer.
• Travel is required.  Operates own private motor vehicle for routine travel within the assigned office's planning and service area. All applicable State and local driving laws and insurance regulations must be strictly adhered to in the operation of the private vehicle while performing State business. Must possess a valid Florida driver license.

Responsibilities

• Answers the phone and maintain phone log for all incoming calls; checks and responds to voice mail.
• Enters complaint, case, and assessment information in web-based documentation system; enters updates as received.
• Tracks incoming reports and information such as Adult Protective Services reports, nursing home discharge and transfers, facility contact information, etc.; updated appropriate log or tracking tool.
• Following certification as ombudsman, travels to facilities and conducts assessments as needed.
• Following certification as ombudsman, travels to facilities and investigates and resolves long-term care facility residents' complaints as needed. Identifies significant individual and systemic problems affecting residents and brings them to the attention of the District Ombudsman Manager (DOM); obtains access to long-term care facilities and to residents' records; and protects the confidentiality of residents' records, complainants' identities, and ombudsman files.  Conducts interviews, reviews documents, and writes report of findings.
• Assists in preparing, processing and maintaining volunteer paperwork including applications, travel, activity reports, and continuing education training hours.
• Processes miscellaneous incoming mail, emails, and faxes; respond as appropriate; general office filing.
• Assists the District Ombudsman Manager (DOM) with preparing and arranging monthly ombudsman district council meetings.
• Track inventory of office items such as forms, brochures, promotional items, office supplies, and electronic equipment; prepares orders as needed; coordinate distribution of items to volunteers.
• Serves as primary office contact in the absence of the DOM.
• Performs other duties as assigned.
• Travel is required.
• Attendance is an essential function of this job.

Benefits

• Participation in state group insurance (must meet eligibility requirements).
• Participation in the Florida Deferred Compensation Plan (457b).
• State of Florida 401(a) FICA Alternative Plan (tax deferred Retirement Savings Plan).
• Flexible Spending Accounts

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees