Ombudsman Specialist

Overview

AARP's Legal Counsel for the Elderly champions the dignity and rights of vulnerable Washington, D.C. seniors 60-plus, providing free legal and social work services to those in need - empowering, defending, protecting, and helping thousands of clients each year in many areas of civil law.

The Ombudsman Specialist assists in the execution of federal, state, and local (District of Columbia) advocacy goals and objectives on behalf of older adults and persons with disabilities receiving long-term care services and supports, as outlined by the Older Americans Act (OAA). Works with internal and external partners to achieve these goals. Assists in representing the organization and its interests to external stakeholders, including elected officials of the District of Columbia, District agency leads, and public policy leaders. Engages in outreach and community education activities to promote and protect the health, safety, welfare, and rights of long-term care residents. Supports volunteer recruitment, training, and engagement strategies.

Responsibilities

• Works with internal and external stakeholders to assist in the execution of advocacy strategies. Collaborates with internal stakeholders across the enterprise to develop strategies that further the objectives of the Older Americans Act (OAA). Identifies and disseminates information and materials that promote the program's advocacy agenda.
• Manages stakeholder relationships by responding to requests for information and assistance from the public, care recipients, caregivers, community organizations, and elected officials about the Long-Term Care (LTC) Ombudsman Program, aging, and long-term care and public benefits-related services and supports. Advocates for, and monitors the development and implementation and enforcement of laws to enhance quality-of-care and quality-of-life issues that affect residents receiving Long-Term Senior Services (LTSS) in long-term care facilities and in the community. Upholds and advances the organization's reputation as a credible, non-partisan expert and advocate of the LTC population, particularly for the elderly and persons with physical disabilities.
• Investigates and resolves complaints on behalf of residents of long-term care facilities (i.e., nursing homes, assisted living facilities, and community residential facilities) and persons living in the community receiving services under the Elderly and Persons with Physical Disabilities (EPD) Medicaid waiver, in compliance with applicable federal, state, and local laws, as well as program policies and procedures. Collaborates with regulatory agencies to ensure enforcement action, as appropriate.
• Works collaboratively with the program's leadership to recruit, train, develop, and deploy volunteers in accordance with the organization's goals. Helps ensure alignment of volunteers' interests with organizational priorities. Supports volunteer needs and helps design opportunities to maximize volunteer engagement. Collects and analyzes data to evaluate the progress and effectiveness of volunteers' engagement and advocacy activities.
• Works collaboratively with the program's leadership to recruit, train, develop, and deploy volunteers in accordance with the organization's goals. Helps ensure alignment of volunteers' interests with organizational priorities. Supports volunteer needs and helps design opportunities to maximize volunteer engagement. Collects and analyzes data to evaluate the progress and effectiveness of volunteers' engagement and advocacy activities.
• Coordinates with the program's leadership to recommend and assist with educational and advocacy event logistics, planning, coordination, and execution. Strategically communicates, throughout the organization and externally, to raise awareness of the program objectives and the program's impact in the community. Develops and engages in new and existing partnerships and collaborations to educate residents, families, providers, and the public about long-term care issues and to garner support for systemic advocacy initiatives.
• Analyzes data to identify complaint trends and make recommendations for advocacy strategies, consumer education, and changes to policies, regulations, and legislation that impact the health, safety, welfare, and rights of older adults and long-term care consumers. Supports the organization's systemic advocacy efforts to improve lives and secure the rights of older adults to achieve the mission of the LCE and AARP.
• Participates on committees and work groups and collaborates with cross-organizational units and government agencies to address issues concerning the health, safety, welfare, and rights of older adults and long-term care consumers.

Qualifications

• Completion of a Bachelor's degree in Education, Gerontology, Social Work, Psychology, Public Health Administration, or a related discipline.
• 4+ years of experience working with, or on behalf of older adults or persons with mental/physical/developmental disabilities or an equivalent combination of training and advocacy experience related to the duties of the position.

Preferred:

• Master's degree in Education, Gerontology, Social Work, Psychology, Public Health, Administration, or a related discipline.
• Experience in mediation, complaint handling, problem-solving, data analysis, legislative or systems advocacy, and training.
• Excellent written/oral communication skills.
• Must have some knowledge of District and federal regulatory systems as related to older adults and persons with disabilities.

Additional Requirements

• Regular and reliable job attendance
• Effective verbal and written communication skills
• Must be able to physically accompany staff on visits to long-term care facilities and to residents in the community to assess conditions and to assess advocacy needs
• Exhibit respect and understanding of others to maintain professional relationships
• Independent judgement in evaluation options to make sound decisions
• In office/open office environment with the ability to work effectively surrounded by moderate noise

AARP will not sponsor an employment visa for this position at this time.

Flexible Work Arrangement (FWA)

AARP observes Mondays and Fridays as telecommuting workdays, except for essential functions. Remote work and telecommuting can only be done within the United States and its territories.

Compensation and Benefits

AARP offers a competitive compensation and benefits package including a 401(k); 100% company-funded pension plan; health, dental, and vision plans; life insurance; paid time off to include company and individual holidays, vacation, sick, caregiving, and parental leave; performance-based and peer-based recognition; tuition reimbursement; among others.

Equal Employment Opportunity

AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.