Ombudsman Director

The Long-Term Care Ombudsman (LTCO) Director is responsible for senior-level administration of the District 9 Long-Term Care Ombudsman program, with the responsibility to identify, investigate, and work to resolve the complaints and problems of nursing home residents directly or in cooperation with other service providers. This meticulous client and program-oriented professional will be charged with enhancing program operations and ensuring quality services, including grant management and compliance, staff management and development, reporting, and critical outcome evaluation. The LTCO Director will serve in various capacities as MIFA’s representative and key contact in the community.

Ensure LTCO management, scope, and outcomes are compliant with funding contracts and procedures

• Provide timely grant and program reporting, ensuring reports reflect the services provided and accomplishments of the program
• Oversee and manage Mon Ami data entry and reports
• Calculate and oversee spending trends monthly and adjust spending as needed and appropriate
• As the MIFA liaison, engage with community partners and state-wide LTCOs to communicate the goals, accomplishments, and needs of the program
• Promote the recruitment and training of Volunteer Ombudsman Representatives (VOR), with the goal of 15 active VORs at any time
• Develop and maintain policy and procedure manuals 
• Work with MIFA Communications, maintaining the MIFA Long-term Care online resource guide

Investigate, mediate, or otherwise resolve long-term care complaints while fully respecting the residents’ rights to self-determination

• Provide education, information, and referral services to the public regarding the Ombudsman Program and long-term care issues
• Advocate (in collaboration where possible) on specific issues to influence needed changes in policies, regulations, and legislation affecting long-term care residents’ quality of care and quality of life
• Attend monthly Elder Outreach meetings 

Supervise staff as they pursue resident complaint resolution, reporting, and manage Volunteer Ombudsman Representatives (VORs), 

• Ensure staff and VORs receive and maintain LTCO training and certification 
• Maintain an effective working relationship with MIFA staff across all programs and functions 
• Ensure and promote team camaraderie and provide support and encouragement
• Train and monitor staff for program compliance and performance
• Conduct efficient and progressive coaching and performance reviews 

Other Responsibilities

• Demonstrate positive leadership and professional skills
• Complete duties on schedule with little or no supervision
• Network to develop and promote collaborative relationships with funders and other providers
• Attend LTCO State meetings as scheduled
• Handle client information confidentially and discreetly
• Other duties as assigned

Supervisory Responsibilities

• Supervise the Ombudsman and Volunteer Coordinator & Ombudsman Outreach Specialist

• Bachelor’s degree in social services or a related field required
• Experience in the fields of social work, nursing, public health, or geriatrics; knowledge of the long-term care systems and the medical/social processes of aging 
• Experience with program administration and managing on-site and out-of-the-office staff
• Experience identifying and responding, at some level, to the needs of seniors regarding long-term care 
• Ability to successfully complete the State Ombudsman training and certification process. 
• Access to an automobile with proof of adequate liability insurance and the ability to travel extensively in Shelby, Tipton, Fayette, and Lauderdale counties. 
• Ability to travel and maintain flexible hours 
• Technically proficient in operating essential office equipment, including computers. Skilled in performing routine office tasks such as document creation, file management, and email communication using Microsoft Office (Word, Excel, Outlook, etc.). Familiar with cybersecurity best practices (e.g., using strong passwords, recognizing phishing attempts). Able to learn job-specific software as needed.