The Maryland Department of Aging helps establish Maryland as an attractive location for all older adults through vibrant communities and supportive services that offer the opportunity to live healthy and meaningful lives. Through action, investment, leadership, and reform, the Department will create a society in which all older Marylanders can lead lives that are healthy, financially secure, socially connected, and purposeful throughout their full lifespan.
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Department of Aging
36 S. Charles Street
Baltimore, Maryland 21201
Support the State Long-Term Care Ombudsman office through administrative coordination and workflow coordination. Provides strategic and operational leadership for the administrative infrastructure of the State Long-Term Care Ombudsman Program. This position ensures efficient program operations, compliance with federal and state requirements, program policy and procedures, and effective support for local ombudsman entities and volunteers. Provides operational assistance to staff and programs while facilitating adherence to departmental policies and timelines. Contribute to communication efforts, record maintenance, and the logistical organization of various activities and training sessions. Ensures efficient day-to-day functioning, accurate data systems and responsive communication with residents, families and community members. This role plays a central function in maintaining program infrastructure, supporting statewide consistency and directly assisting with ombudsman responsibilities, including complaint intake and advocacy support.
**This is a contractual position with limited benefits**
Program Administration and Operations
- Oversee daily administrative operations of the statewide ombudsman program, ensuring alignment with federal and state requirements.
- Develop and maintain administrative procedures, workflows, and standardized practices across local ombudsman offices.
- Coordinate internal operations including records management, documentation systems, and office logistics.
- Support program leadership in monitoring deadlines, deliverables, and operational priorities.
- Ensure consistency and efficiency across local ombudsman offices.
- Plan and manage all logistical aspects of quarterly trainings, including scheduling, venue coordination (virtual or in-person), materials preparation, and monitor mandatory attendance.
- Coordinate with trainers, presenters, and program leadership to ensure effective delivery.
- Maintain training records and attendance documentation.
- Support onboarding and ongoing training needs for staff and volunteers.
- Evaluate training logistics and recommend improvements.
Data and Database Management
- Administer and maintain the program’s database, ensuring accurate and up-to-date records of nursing homes, assisted living facilities, and other long-term care providers.
- Regularly update facility listings, contact information, and licensing status to support accurate reporting and case tracking.
- Generate reports and support required state and federal reporting.
- Develop procedures to improve data accuracy and system usability.
Communication Systems and Intake
- Manage and oversee the program’s phone system, including call routing, voicemail systems, and response protocols.
- Serve as a primary point of contact for incoming calls from residents, families, and the public.
- Conduct intake of complaints and inquiries, ensuring accurate documentation and timely referral or follow-up.
- Maintain clear, compassionate, and professional communication with individuals seeking assistance.
- Identify trends or recurring concerns from calls and elevate to program leadership as appropriate.
- Serve as a designated ombudsman, in accordance with state and federal requirements.
- Provide direct support on complaint handling, including intake and triage as needed.
- Maintain confidentiality and uphold ombudsman principles of resident-directed advocacy.
- Assist with case documentation and ensure proper use of reporting systems.
- Support local ombudsman staff and volunteers with guidance on administrative aspects of casework.
Involuntary Discharge Process Management
- Develop, implement, and maintain a standardized process for tracking and responding to involuntary discharge notices from long-term care facilities.
- Ensure timely receipt, documentation, and routing of notices to appropriate ombudsman staff.
- Monitor compliance with notice requirements and identify patterns or concerns.
- Maintain organized records and reporting related to discharge notices.
Other Duties
- Other duties as assigned by the Secretary, Deputy Secretary, Assistant Secretaries, Chief of Staff, or Supervisor. This position may require site visits to network and partner sites across Maryland.
Education: Graduation from an accredited high school or possession of a high school equivalency certificate.
Experience: Three years of administrative staff or professional work.
Notes:
1. Candidates may substitute 30 college credit hours from an accredited college or university for each year up to two years of the required experience.
2. Candidates may substitute the possession of a Bachelor's degree from a college or university for the required experience.
3. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work that included the regular use of independent judgment and analysis in applying and interpreting complex administrative plans, policies, rules or regulations or analysis of operational programs or procedures with recommendations for improvement on a year-for-year basis for the required experience.
Our preferred candidate will have at least 6 months experience in one or more of the following areas:
Long-Term Care Ombudsman experience.
Experience working with vulnerable adults and older adults.
Experience creating spreadsheets & reports for tracking deliverables, deadlines, operational priorities and state & federal reporting.
Customer service experience handling phone calls and customer inquiries.
Employees in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator’s license valid in the State of Maryland.
Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the eligible (employment) list for at least one year.
The assessment may consist of a rating of your education, training, and experience related to the requirements of the position. It is important that you provide complete and accurate information on your application. Please report all experience and education that is related to this position.
Contractual employees who work for an agency covered under the State Employee and Retiree Health and Welfare Benefits Program, have a current employment contract and work 30 or more hours a week (or on average 130 hours per month) may be eligible for subsidized health benefits coverage for themselves and their dependents. As a contractual employee, you will be responsible for paying 25% of the premiums for your medical and prescription coverage, including any eligible dependents you have enrolled. The State of Maryland will subsidize the remaining 75% of the cost for these benefits. You can also elect to enroll in dental coverage, accidental death and dismemberment insurance, and life insurance, but will be responsible to pay the full premium for these benefits.
Leave may be granted to a contractual employee at a rate of one hour for every 30 hours worked, not to exceed 40 hours per calendar year.
Online applications are highly recommended. However, if you are unable to apply online, the paper application and supplemental questionnaire may be submitted to: Department of Budget and Management, Recruitment and Examination Division, 301 W. Preston St., Baltimore, MD 21201. Paper application materials must be received in our office by the closing date for the recruitment. No postmarks will be accepted.
For questions regarding this recruitment, please contact the DBM Recruitment and Examination Division at [email protected] or 410-767-4850, MD TTY Relay Service 1-800-735-2258.
We thank our Veterans for their service to our country.
People with disabilities and bilingual candidates are encouraged to apply.
As an equal opportunity employer, Maryland is committed to recruitment, retaining and promoting employees who are reflective of the State's diversity.
