**Internal Posting Only** Lead Ombudsman

POSTING DATE: 08.19.2026

CLOSING DATE: 08.26.2026

SUMMARY DESCRIPTION:

The Lead Ombudsman is responsible for the implementation and management of the Ombudsman program within the SARPC region.

SUPERVISORY CONTROLS:

Receives general supervision from the Director of AAA and the State Long Term Care Ombudsman. Supervisor sets the overall objectives and employee and supervisor, in consultation, develop the deadlines, projects, and work to be done; employee is responsible for planning and carrying out the assignment; and work is reviewed only from an overall standpoint.

RESPONSIBILITIES AND DUTIES:
Ombudsman:
1.Receive, investigate, and work to resolve complaints and grievances made by or on behalf ofnursing home and assisted living residents. Mediate conflicts between family members,residents and/or facility staff. Initiate grievance resolution techniques, and follow-upappropriately with each case to ensure the problem has been resolved. Refers complex cases tothe State Long Term Care Ombudsman.

2.Regularly visit nursing homes and assisted living facilities to develop and maintain relationshipswith residents, ensure compliance with Residents Rights and promote quality of life, and addressany issues reported during the visit.

3.Promote advocacy and awareness of the ombudsman program through family councils, residentcouncils, health fairs, staff in-services, written materials, and other speaking engagements withinthe organization’s service area.

4.Conduct/participate in informational meetings for resident councils, family councils and staff atnursing facilities.

5.Collaborate and work with other agencies/entities, and the agency’s legal service provider.

6.Advocate for culture change and person-centered care in long-term care communities.

7.Establish relationships with other programs and agencies to develop resources, services, and/orinterests which could benefit residents and/or the Ombudsman Program. At a minimum, establishone interagency meeting in each service area each year.

8.Recruit and train volunteers to increase the exposure of the Ombudsman Program in long-termcare facilities.

Record Keeping/Reporting/Administration:
1.Enter case report information into the statewide (SISOR) computer system.
2.Properly log and document all information to support data entered in the SISOR system.

3. Maintain case files, records and complete quarterly and annual reports containing statistics on contacts and issues.
4. Establish an Advisory Council to assist with activities and duties of the Ombudsman Program, including issues advocacy and volunteer recruitment.
5 Participate in facility surveys as required.
6. Ensure all contractual requirements for facility visitations, community education activities, in-service training and other tasks are met.

Miscellaneous:
1. Attend conferences, seminars, and other continuing education programs as required.
2. Assist with programs, health fairs, and other public events to publicize and educate the community about available aging programs.
3. Other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
1. Knowledge of the State of Alabama Ombudsman Program and processes.
2. Knowledge of community resources, long-term care facilities, and support network available to clientele served.
3. Thorough knowledge of laws and regulations applying to long-term care and assisted living facilities. Ability to interpret and apply the laws and regulations.
4. Excellent communication skills, both orally and written.
5. Excellent organizational and time management skills.
6. Ability to relate to the elderly and their unique problems.
7. Knowledge and ability to operate office equipment including telephone, copy machine, fax machine, computer, and calculator.
8. Bachelor’s Degree in Social Work, Psychology, Gerontology, or related field. At least two (2) years of work experience in social work or a related program.
9. Completion of ADSS’ Ombudsman Certification Training.
10. A valid driver’s license and a good driving record.

WORK CONDITIONS:
The work is sedentary. Typically, the employee may sit comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items such as papers, books, small parts; driving an automobile, etc. No special physical demands are required to perform the work.

SUPERVISORY RESPONSIBILITIES:

This position is a supervisory position and oversees the following:

• Ombudsman Volunteers