Sr. Ombudsman Operations Associate
Performs a wide range of operational administrative functions and technical support to the DC Long Term Care Ombudsman Program (DCLTCOP) Director and program staff. Serves as the systems’ administrator for the program’s complaint and program activities database. Generates and prepares monthly, quarterly, and ad hoc data reports. Provides or coordinates training on data reporting requirements and periodic system amendments for staff, as needed. Serves as the program’s volunteer management specialist, responsible for recruitment, retention, supervision, recognition and training of volunteers. Serves as back-up to the program’s Senior Administrative Associate, answering the helpline, directing callers to appropriate staff, and handling other duties as directed by the State Ombudsman, including providing back-up for responding to ombudsman advocacy activities.
1. Provides database administration for DCLTCOP and grant reporting purposes. Serves as the liaison with the database vendor and communicates database malfunctions to staff and database vendor for resolution.
2. Trains and assists existing and new program staff on the database utilization, and provides database assistance to staff when requested.
3. Generates and/or assists in the preparation of weekly, monthly, quarterly and ad hoc data reports to satisfy grant and program requirements and track program goals and objectives. Independently, and as directed by the State Ombudsman, performs database queries, audits and analyzes data, and advises the State Ombudsman on findings to ensure case, complaint and program activity data is entered in a timely and accurate manner. Creates charts, graphs and program presentations, etc. as requested by the State Ombudsman.
4. Provides support to the State Ombudsman by compiling and analyzing system data to ensure data accuracy for submission of the annual NORS report to the federal government. Assists with the development of an annual report for public distribution, in accordance with federal and District requirements.
5. Develops and executes recruitment strategies, including publicity, outreach, orientations, interviews, and screening activities. Actively recruits new volunteers by promoting and publicizing volunteer opportunities (e.g., in print media, via the web, and in speaking to community groups). Creates and maintains community relationships to draw new volunteers, when needed.
6. Under the direction of the State Ombudsman, develops and updates the program’s certification training manual and other training materials.
7. Plans, coordinates and ensures initial certification training for new volunteers, and monthly training for active volunteers.
8. Ensures new volunteers complete background checks in accordance with program policies.
9. Coordinates with ombudsman staff when assigning volunteers to facilities, and provides supervision and guidance as needed.
10. Recognizes and retains volunteers through eliciting feedback and coordinating special volunteer recognition events and awards.
11. Coordinates the exit process for retiring volunteers, including all appropriate paperwork and exit interviews.
12. Demonstrates AARP Leadership behaviors in all interactions.
-Completion of a Bachelor’s degree in Human Services, Sociology or related discipline and 2 years of experience related to the duties of the position.
-Skilled in computer and contemporary computer software packages. Proficiency in spreadsheet development. Analytical skills with the ability to identify, collect, and evaluate information/data and formulate recommendations. Solid written and oral communication skills required.
-Position requires employee to have reliable transportation as up to 20% local travel is required.
AARP offers competitive benefits with a 401K, 100% company funded pension plan, health, dental, vision and life insurance, STD/LTD, paid vacation and sick, and other benefits.
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.