Regional Ombudsman Supervisor

TX-HHSC-DSHS-DFPS•Austin, TX

8d•Hybrid

About The Position

Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans. At HHSC, your contributions matter, and we support you at each stage of your life and work journey. Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more. Explore more details on the Benefits of Working at HHS webpage. This position may be eligible for telework. Please note, all HHS positions are subject to state and agency telework policies in addition to the discretion of the direct supervisor and business needs. The Regional Ombudsman Supervisor reports to the Deputy State Long-Term Care Ombudsman (Deputy) and performs highly advanced consultation and technical assistance work to oversee operation of the State Long-Term Care Ombudsman Program, regarding ombudsman services in over 3,000 licensed facilities in Texas and operating in 28 regions in the state. Works under minimal supervision, with considerable latitude for the use of initiative and independent judgment to: Supervise the work of staff ombudsmen statewide, in coordination with the Ombudsman Nursing Facility Specialist; Represent the State Long-Term Care Ombudsman Program at meetings, conferences, and hearings; Jointly manage the intake of complaints via phone and email, in coordination with the Ombudsman Nursing Facility Specialist. Complete multi-dimensional analysis of ombudsman complaint data. Determines trends in complaints and casework that are corporate-wide, regional, or statewide and implements interventions to systemically resolve the problems. Represents the interests of approximately 45,000 assisted living facility residents and 90,000 nursing facility residents. Trains and directs the work of approximately 100 program field staff, including coordinating communication with field staff and triaging complaints that are escalated to the state office for resolution. Investigates and resolves grievances made about program field staff. Provides consultation to operators, owners, and provider associations, and makes recommendations to governmental agencies, community organizations, and the public to improve the lives and care of long-term care residents. Work involves senior-level dispute resolution, including coordination of legal assistance and pursuing remedies through governmental agencies and non-profit and managed care organizations.

Requirements

A minimum of two years of work experience with older adults or adults with disabilities is required.
Graduation from an accredited four-year college or university is required.
Comprehensive knowledge of local, state, and federal laws related to nursing facilities and assisted living facilities
Knowledge of administration techniques for public programs
Knowledge of statistical analysis and research techniques
Knowledge of training techniques
Knowledge of program management techniques.
Skill in identifying indicators of program performance and in operating applicable software applications, including databases.
Ability to gather, assemble, correlate, and analyze facts
Ability to devise solutions to problems
Ability to prepare reports
Ability to develop, evaluate, and interpret policies and procedures
Ability to communicate effectively in written and oral form
Ability to train and lead staff.
The Regional Ombudsman Supervisor must achieve certification as a Texas long-term care ombudsman within 60 days of hire and must continuously maintain the certification.

Nice To Haves

College course work in human and social services is preferred.
Master's degree in human services is also preferred.
Applicants with ombudsman experience are preferred.

Responsibilities

Complaint investigation. Oversees and coordinates complaint investigations by field staff regarding resolution of disputes. Advises field staff on investigation procedures and takes action to resolve systemic or complex issues, including legislative inquiries and escalated complaints. Provides consultation on state and federal regulations and directs ombudsman responses to complaints involving sensitive information and highly complex issues. Uses critical thinking and negotiation skills to communicate with various groups on behalf of complainants regarding their dispute. Provides senior-level advocacy by negotiating with executive management, corporate executives in governmental and provider organizations. Acts as a liaison with agencies, state and federal organizations, and facilities to explain and defend the State Long-Term Care Ombudsman Program’s statutory requirements and role. With the Ombudsman Nursing Facility Specialist, manages program response to a statewide 1-800 telephone line for long-term care ombudsman issues, including monitoring, triaging, and responding to calls.
Ombudsman services oversight. Oversees the implementation of statewide ombudsman services and acts as the lead worker of ombudsman operations in facilities to advocate for residents’ rights and quality care. Sets regional program field staff requirements for onsite activities at each facility for 28 contracted agencies. Coordinates with the Deputy to determine compliance with program policies and procedures by field staff performing their functions, recommending corrective action as needed. Investigates and resolves grievances about program field staff. Develops and recommends policies, procedures, and ombudsman practice to the Deputy.
Analysis and Training. Oversees the analysis of ombudsman complaint data. Coordinates with the Ombudsman Developer to organize and deliver specialized ombudsman training for program field staff. Develops educational material and presents to organizations, including provider associations. Creates educational materials for ombudsmen, residents, and the public.