Introduction
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.
GRADE
16
LOCATION OF POSITION
36 S. Charles St. Baltimore MD 21201
Main Purpose of Job
The Trainer and Quality Assurance Specialist supports the effectiveness consistency and integrity of the Long-Term Care Ombudsman Program by developing and delivering training monitoring program quality reviewing case and documentation practices and supporting continuous improvement across staff and volunteer operations. This position ensures that local ombudsmen are well prepared to advocate for residents address complaints educate consumers and maintain accurate records in compliance with applicable state and federal requirements. The role also strengthens program performance by identifying gaps recommending improvements and helping maintain high standards in service delivery and resident advocacy. The Trainer and Quality Assurance Specialist is responsible for designing and delivering onboarding and continuing education supporting the designation processes reviewing complaint and case documentation evaluating adherence to policy and procedures and providing technical assistance to staff and volunteers. This position collaborates with the State Ombudsman program leadership local ombudsman staff and volunteer coordinators to promote consistent practice and ensure that training content reflects current law policy and resident rights issues. The specialist may also assist with training needs assessments curriculum development documentation audits field observation corrective action planning and preparation of program reports or quality dashboards. Ability to travel to facilities meetings and training sites as needed.
**This is a contractual position with limited benefits**
POSITION DUTIES
Training Development and DeliveryDevelop and deliver designation training and onboarding for new staff and annual continuing education and refresher training staff and volunteers on resident rights complaint handling documentation standards confidentiality conflict resolution communication skills and advocacy training effectiveness through testing observation feedback and follow-up training methods and materials to meet learner needs and changing program training logistics and recommend and update training materials job aids checklists and reference curriculum and procedures to reflect changes in law regulation and best training records certification documentation and quality assurance in developing internal guidance for consistent program the creation of tools and resources that improve staff and volunteer performance.
Quality Assurance and Case ReviewConduct file audits and quality reviews of case records complaint logs and supporting case narratives for accuracy completeness timeliness and consistency with program compliance with program procedures timelines and reporting patterns in documentation errors procedural inconsistencies or recurring service corrective action additional training or process changes when quality gaps are quality indicators and review trends in training and case summaries quarterly reports and other documentation related to audits and performance findings to identify strengths gaps and opportunities for recommendations with leadership to strengthen program operations and service data-informed planning for training and quality improvement -person quality assurance visits with local ombudsmen entities and host agencies.
Coaching and Technical Assistance
Provide one-on-one or small-group coaching to local ombudsmen and field-based feedback and technical assistance on difficult cases and complex resident staff and volunteers in applying program policies advocacy strategies and communication
with problem-solving and practice improvement when issues arise in facility-level as a resource for consultation on complaint handling documentation and resident rights issues.
Collaboration and Administrative Support
Participate in team meetings statewide meetings planning sessions and training with program leadership local ombudsmen and volunteers as with scheduling documentation and other administrative tasks related to training and to collaborative efforts that support program consistency and community education and presentations as needed.
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.
MINIMUM QUALIFICATIONS
Education: Graduation from an accredited high school or possession of a high school equivalency certificate.
Experience: Four 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 four years of the required experience.
2. Candidates may substitute the possession of a Bachelors degree from an accredited college or university for the required experience.
3. Candidates may substitute the possession of a Masters degree from an accredited college or university for the required experience.
4. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work related to the administration of rules regulations policy procedures and processes or overseeing or coordinating unit operations or functioning as a staff assistant to a higher ranking commissioned officer on a year-for- year basis for the required experience.
DESIRED OR PREFERRED QUALIFICATIONS
Our preferred candidate will have at least 6 months experience in one or more of the following areas:
Working as a long-term care ombudsman
Experience developing and delivering comprehensive training programs including creation of on-boarding materials continuing education and job aids
Experience working in quality assurance or process improvement including compliance with state and programmatic policies monitoring case records tracking quality indicators and recommending corrective actions
Experience providing one-on-one coaching field-based feedback and technical assistance to staff particularly in handling complex cases or resolving conflicts
Strong communication coaching and presentation skills
Working in performance monitoring auditing or data analysis including analyzing data trends from case documentation
LICENSES REGISTRATIONS AND CERTIFICATIONS
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 operators license valid in the State of Maryland.
SELECTION PROCESS
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 will not consider information submitted after this candidates will be ranked as Best Qualified Better Qualified or Qualified and placed on theeligible (employment) list for at least one year.
EXAMINATION PROCESS
The assessment may consist of a rating of your education training and experience related to the requirements of the is important that you provide complete and accurate information on your report all experience and education that is related to this position.
BENEFITS
Benefits
Contractual employees who work for an agency and have a current employment contract of 30 or more hours a week (or on average 130 hours per month) will be eligible for subsidized health benefits coverage for themselves and their dependents. View rates on the Department of Budget & Management website State Employees Health Benefits Contractual/Variable rates
Leave
Paid leave will accrue at a rate of one hour for every 30 hours worked
FURTHER INSTRUCTIONS
Online applications are highly recommended. However if you are unable to apply onlinethe paper application and supplemental questionnaire may be submitted to:Department of Budget and Management Recruitment andExamination Division 301 W. Preston St. Baltimore MD application materials must be received in our officeby theclosing date for the recruitment. No postmarks will be accepted.
For questions regarding this recruitment please contact theDBM Recruitment andExamination Division at or MD TTY Relay Service 1-.
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 States diversity.
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