Officer Client Rights Protection

Are you looking for a purpose-driven career? At Metrocare, we serve our neighbors with developmental or mental health challenges by helping them find lives that are meaningful and satisfying.

Metrocare is the largest provider of mental health services in North Texas, serving over 55,000 adults and children annually. For over 50 years, Metrocare has provided a broad array of services to people with mental health challenges and developmental disabilities. In addition to behavioral health care, Metrocare provides primary care centers for adults and children, services for veterans and their families, accessible pharmacies, housing, and supportive social services. Alongside clinical care, researchers and teachers from Metrocare’s Altshuler Center for Education & Research are advancing mental health beyond Dallas County while providing critical workforce to the state.

Job Description:

JOB DESCRIPTION
GENERAL DESCRIPTION:
The mission of Metrocare Services is to serve our neighbors with developmental or mental health challenges by helping them find lives that are meaningful and satisfying. We are an agency committed to quality gender-responsive, trauma-informed care to individuals experiencing serious mental illness, development disabilities, and co-occurring disorders. Metrocare programs focus on the issues that matter most in the lives of the children, families, and adults we serve.

The Client Rights Protection Officer (“Rights Officer”) is responsible for assuring that services are provided in a manner which preserves dignity and basic human rights of Metrocare Services’ (“Metrocare”) clients. The Rights Officer advocates for the rights and protections of the individuals receiving services and/or treatment by Metrocare. The position is also responsible for trending and analyzing incident/event data for the Compliance department.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
The essential functions listed here are representative of those that must be met to successfully perform the job.

• Coordinate the affairs, operations, and duties of the Client Rights Protection Office
• Investigate complaints and /or concerns from Metrocare client or their family members, representatives or advocates regarding the health, safety, welfare, human and/or legal rights of Metrocare clients.
• Serves as Metrocare client advocate in Metrocare provider-client conflicts and grievances.
• Responsible for investigating, analyzing, and interpreting allegations of rights violations and developing recommendations and resolutions.
• Maintain the internal tracking system, creating periodic and ad hoc reports on complaints and incidents involving client rights.
• Draft formal and informal responses and reports (internal and external) to complaints and investigations from governmental agencies, representatives and advocates of clients, and clients or their family members.
• Serve as the main representative of the Clients Rights Protection Office.
• Serve as a client rights advocate for Metrocare within and outside the organization while ensuring compliance with federal and state HIPAA laws.
• Serve as liaison for investigators from federal or state investigators regarding abuse, neglect, and exploitation matters of Metrocare clients.
• Serve as member of Metrocare’s Human Rights Committee, Institutional Review Board and Behavior Intervention Committee.
• Have primary responsibility over the after-hours, on-call Client Rights Protection Office telephone line.
• Be available before and after business hours and/or business days for client rights-related matters.
• Train and educate Metrocare staff on regulations, policies and procedures relating to client rights and advocacy matters, incident reporting, and other topics as assigned.
• Maintain current knowledge and training on client rights related matters.
• Interpreting data received through the Compliance Department
• Identifying patterns and trends in data sets.
• Performs other duties as assigned.

COMPETENCIES:
The competencies listed here are representative of those that must be met to successfully perform the essential functions of this job.

• Self-motivating and ability to motivate others.
• Ability to balance and manage multiple strict procedural and statutory deadlines and priorities.
• Strong case management.
• Ability to work independently and effectively in a fast pace, changing environment.
• Ability to conduct research, disseminate information, and draft into report or summary.
• Strong organizational and time management skills.
• Ability to communicate and collaborate with outside counsel and a variety of individuals, teams and systems.
• Knowledge of State laws, rules, regulations and policies and procedures regarding service delivery to individuals with mental health and intellectual and developmental disabilities, specifically from:
• Health & Human Services Commission
• Texas Department of State Health Services
• Texas Workforce Commission
• Texas Department of Family & Protective Services
• Narrative report writing
• Computer proficiency in Microsoft Office programs, internet research and database use
• Ability to serve as a strong advocate for Metrocare clients on their behalf by understanding and assessing their concerns and ensuring those concerns are addressed.
• Proficiency in conducting thorough investigations and interviews, collect data and information, analyze findings and making recommendations.
• Data visualization and presentation skills.

QUALIFICATIONS

EDUCATION AND EXPERIENCE:
Required:

• Bachelor’s Degree. (Social work or Psychology, preferred)
• 7 years of experience in human rights, consumer advocacy, and outreach
• 7 years of experience in mental health services and case management
• 7 years of experience in interviewing, investigations, and strong report writing skills
• 7 years of HIPAA Privacy

Preferred:

• Licensure for LPC or LCSW.
• Master’s degree from an accredited college or university.

Preference will be given those who have experience in:

• Community mental health/ intellectual and developmental disability (“MH/IDD”)
• Homelessness grievance and ethics procedures allegations of Abuse, Neglect, and Exploitation (ANE).

MATHEMATICAL SKILLS:
Intermediate math skills for this position.

REASONING ABILITY:
Ability to apply common sense understanding of Metrocare Programs.
Ability to explain and apply understanding of Metrocare programs and its processes.
Ability to handle heavy case load.

COMPUTER SKILLS:
Use computer, printer, and software programs necessary to the position (i.e., Word, Excel, Outlook, and PowerPoint).
Ability to utilize Internet for resources.

CERTIFICATIONS, LICENSES, REGISTRATIONS:
None required.

PHYSICAL DEMANDS & WORK ENVIRONMENT
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the incumbent is regularly required to talk and hear, use hands and fingers to operate a computer and telephone. Due to the multi-site responsibilities of this position the incumbent must be able to carry equipment and supplies (up to 15 pounds). The position requires standing and/or walking in excess of 7 hours a day.

TRAVEL:
In county travel may be required.
None-to-Negligible travel outside of the county.

NOTICE ON POSITIONS THAT REQUIRE TRAVEL TO/FROM VARIOUS WORKSITES
Positions that are “community-based,” in whole or part, require the incumbent to travel between various worksites within his/her workday/workweek. The incumbent is required to have reliable transportation that can facilitate this requirement. The incumbent is further required to meet the criteria for insurability by the Center’s risk management facilitator; and produce proof of minimal auto liability coverage when applicable. Failure to meet these terms may result in disciplinary action up to and including termination of employment, contract or other status with Metrocare.

WORK ENVIRONMENT:
The work environment describe here is representative of that which an employee encounters while performing the essential functions of this job. Reasonable accommodation can be made to enable individuals with disabilities to perform the essential functions.
The noise level may vary between low and mild.
The work environment should not be unusually hot or cold.

Benefits Information and Perks:

Metrocare couldn’t have a great employee-first culture without great benefits. That’s why we offer a competitive salary, exceptional training, and an outstanding benefits package:

• Medical/Dental/Vision

• Paid Time Off

• Paid Holidays

• Employee Assistance Program

• Retirement Plan, including employer matching

• Health Savings Account, including employer matching

• Professional Development allowance up to $2000 per year

• Bilingual Stipend – 6% of the base salary

• Many other benefits

Equal Employment Opportunity/Affirmative Action Employer
Tobacco-Free Facilities - Metrocare is committed to promoting the health, well-being, and safety of Metrocare team members, guests, and individuals and families we serve while on the facility campuses. Therefore, Metrocare facilities and grounds are tobacco-free.
No Recruitment Agencies Please