Ombudsman-Case Management

Location: South Bend
Department: AAA
FLSA Status: Non-Exempt
Job Type: Full Time

This full-time (37.5 hours per week) position is responsible for providing advocacy and promoting and protecting the rights guaranteed under federal and state law to residents of nursing homes and licensed assisted living facilities in La Porte, Marshall, Elkhart, Kosciusko, and St. Joseph Counties.

 Investigate complaints of residents and/or their families regarding licensed Long Term Care settings, including licensed skilled nursing facilities, residential care facilities, and Adult Family Care homes.
 Attend meetings and training as required.
 Identify and report on laws potentially violated to applicable agencies within program guidelines.
 Provide follow-up on complaints and investigations.
 Assist family and resident councils. This position may require assisting in developing family and/or resident councils.
 Provide information, assistance, and informal mediation to residents and their families as needed.
 Perform routine access visits to the long-term care facilities in the Area.
 Attend Indiana State Department exit interviews as appropriate.
 Represent residents at hearings regarding involuntary discharge, transfers, and denials of placement and/or level of care.
 Serve as a resource person on resident’s rights to staff of skilled nursing facilities and assisted living facilities.
 Enter client data and documentation of complaints, case and consultations in the approved Ombudsman data system on a timely basis.
 Assure security of all client data whether in approved data system or in operational notes.
 Other duties as assigned or requested.

 Represent and/or advocate for residents of skills nursing facilities and licensed residential facilities.
 Educate the community, residents and families as needed.
 Maintain client files and records.
 Complete paperwork and reports as needed and required to the State Ombudsman, as well as Area 2 Agency on Aging.
 Utilize the technical skills and resources of other community providers.
 Mediate between residents and staff as needed to ensure adequate long term care.
 This position may be paid for through TIII and Assisted Living Ombudsman funding.

Bachelor’s degree (BA or BS) from an accredited four-year college or university in Human Services. Successful certification through the State of Indiana.

 Basic knowledge of computers and familiarity with Word.
 Knowledge of Long-Term Care system.
 Ability to learn and apply laws and procedures related to Long-Term Care Facilities.
 Ability to communicate well orally and in writing.
 Ability to mediate and advocate for others.
 Ability to learn and utilize Peerplace, the Ombudsman database website.

 Complete and maintain Indiana State certification as an Ombudsman.
 Encounters significant, and at times, disturbing situations.
 Functions somewhat independently.
 May meet resistance from other helping agencies.
 Mat meet with resistance from Long-Term Care facilities.
 Confidentially must be maintained at all times.
 Must be able to respond appropriately in high stress situations with complex family dynamics.

 With Indiana’s State Ombudsman for program direction
 With other Ombudsmen statewide, including one sharing the area duties
 With residents and residents’ families
 With Long-Term Care facility staff
 With medical professionals
 With other helping agencies
 With Options Counselors, Care Managers, directors, and other A2AA staff
 With Volunteers

The physical demands and work environment described her are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is usually seated, standing, or walking at will in a typical office setting. Very limited physical effort required. Regular travel required. Valid driver’s license and a dependable vehicle required.

 Successful candidate must submit to a pre-employment drug screening, Motor Vehicle history check, a limited criminal history check and National Sex Offender Registry check.
 Proof of education credentials is required at time of employment.
 Proof of auto insurance at time of employment.
 This position has a 6 month probationary period.
 There is a prohibition on hiring anyone who has worked in a long-term care setting in the past year (365 days).

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