Shire Jobs

DEFINITION The Long-Term Care Ombudsman (LTCO) performs advocacy work with residents of long-term care facilities in Indiana, which includes nursing facilities and licensed assisted living facilities. The Ombudsman works to promote and protect the Resident Rights guaranteed to residents under both State and Federal laws. The Ombudsman identifies and investigates complaints made by or on behalf of residents and attempts to resolve issues at the request of the resident and/or resident representative. Job Duties Include:

• Complaint review and investigation, including speaking to the resident/resident representative; interviewing facility staff, reviewing clinical and facility records, mediating with facility to resolve resident complaints, etc.
• Interpreting state and federal laws, rules and regulations relating to long-term care and applies these to resolve resident complaints.
• Preparing detailed records on the investigation and disposition of complaints and cases, maintains all required records and statistical information, and enters data at least weekly into the Indiana LTCO Program database.
• Monitoring, observing and evaluating food service, laundry, housekeeping, maintenance, drug administration, etc. and reports issues observed to the facility staff/administration.
• Answering questions and providing information and technical assistance to residents, family, facility staff and the general public about long-term care and assisted living facilities.
• Referring residents and/or others to appropriate agencies as needed.
• Conducting in-service training to nursing facility staff on resident rights, the ombudsman program and other topics as requested; making formal presentations to other groups as assigned.

Knowledge, Skills and Abilities (must have or be able to attain) Knowledge of long term care ombudsman interview/investigation techniques and practices. Knowledge of legal confidentiality requirements of medical/treatment records. Knowledge of ombudsman practices and procedures/advocacy for resident rights. Knowledge of federal and state laws and regulations for long-term care settings. Knowledge of aging and community services. Knowledge of food safety standards/sanitation practices in long term care facilities. Ability to use resolution/negotiation procedures in the complaint process. Ability to speak in public to small or large groups. Ability to work in a team environment. Ability to manage multiple tasks in an organized fashion. Ability to work in a self-directed setting. Ability to apply and interpret state and federal laws, rules and regulations relating to long-term care. Ability to operate/utilize computerized long term care ombudsmen data based systems and complete documentation in a timely manner. Ability to document investigation and maintain those records as required. Ability to maintain a professional appearance and interaction both in person, on the phone, email, etc. Ability to accept direction and guidance from the State Ombudsman office, as well as supervision by a local entity. Displays high standards of ethical conduct. Refrains from dishonest behavior. Works and communicates with all clients and customers providing polite, quality professional service. Displays a high level of initiative, effort, attention to detail and commitment by completing assignments efficiently and timely with minimal supervision. Follows policy, cooperates with supervisors and aligns behavior with the goals of the organization. Fosters and facilitates cooperation, pride, trust, group identity and team spirit throughout the organization. Exchanges information with individuals or groups effectively by li