Here are sample job advertisements for this type of role…
FDC-MENTAL HEALTH OMBUDSMAN-SES-70045515-CENTRAL OFFICE
Salary Range: $90,000.04 Annually
SPECIFIC DUTIES AND RESPONSIBILITIES:
- Serves as the principal liaison to the Chief of Mental Health Services and departmental leadership for ensuring inpatient mental health treatment, services and required activities are provided in accordance with the Department’s policy and procedures.
- Provides in-depth research and response to questions from outside sources as needed.
- Responsible for the timely, independent, and professional review of mental health related formal grievances and appeals written by inmates residing in the inpatient units.
- Plans, develops and implements statewide quality assurance.
- Conducts periodic site visits to all inpatient units to proactively identify issues and concerns pertinent to access to necessary mental health treatment, services and activities.
- Develops, implements, and provides supervision and oversight of the delivery of statewide program activities including supervision of all Regional Mental Health Ombudsman.
- Helps in the collection of data to assess program status and conduct trend analysis.
- Assists the Chief of Mental Health by reviewing institution and offender operating and program reports.
- Provides status reports to the Chief of Mental Health Services and consults with wardens and interdisciplinary staff to assist in analysis and amelioration of identified concerns in the inpatient units.
- Ensuring inpatient mental health treatment, services and required activities are provided in accordance with Department’s policy and procedures.
- Reviewing institution and offender operating and program reports.
KNOWLEDGE, SKILLS, AND ABILITIES:
- Knowledge of corrections principles and practices.
- Knowledge of administrative principles and practices.
- Knowledge of the criminal justice system.
- Knowledge of problem-solving techniques.
- Knowledge of the principles and techniques of effective communication.
- Knowledge and experience with the grievance process
- Knowledge and experience with mental health delivery system
- Ability to develop and coordinate statewide programs.
- Ability to analyze and evaluate programs.
- Ability to formulate policies and procedures.
- Ability to plan, organize and direct program activities.
- Ability to conduct interviews.
- Ability to supervise.
- Ability to utilize problem-solving techniques.
- Ability to understand and apply applicable rules, regulations, policies and procedures.
- Ability to prioritize work load.
- Ability to develop various reports.
- Ability to establish and maintain effective working relationships with others.
- Ability to communicate effectively.
- Must possess a Doctorate in Psychology or Social Work from a post-secondary institution accredited by an accrediting agency or state approved agency recongnized by the U.S. Secretary of EducationPlease note, when submitting a college/university degree, if selected for this position official transcripts will be required.
- Must possess Licensure under Florida Statute 490.
Support of knowledge, skills, and abilities should be demonstrated on the application, in the education, in the work experience, in the work sample, in the interview and/or during reference checks.
If you are interested in this position and meet the above indicated qualification and have the desired education, knowledge and experience, please submit a State of Florida Application and resume through the People First system. If you experience problems applying on-line, please call the People First Service Center at 1-877-562-7287.
The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.
Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.
All candidates indicating the minimum qualifications on their applications will be placed on the eligible list without further examination. The license, training and experience of each candidate will be evaluated for appropriateness and quantity. It is essential, therefore, that you give complete and accurate information on your application. Vagueness or omission may prevent you from being considered for the position. Qualified candidates will not be listed in rank order.
EXPERIENCE: Have two years of experience in advocacy, aging or related work.
NOTES (EQUIVALENCIES): Have an equivalent combination of education and experience
Applicants must provide sufficient information on their application to show that they meet the qualifications for this recruitment. Successful applicants will be placed on the employment certified eligible list for at least six months.The examination will consist of a rating of your education, training, and experience as presented on your application and as they relate to the requirements of the position. You may be required to complete supplemental questions to further examine specific Knowledge, Skills and Abilities of the position. Therefore, it is important that you provide complete and accurate information on your application.
Develops and maintains an integrated approach to customer relations that includes complaint management satisfaction data analysis and employee and program development that effectively focuses on continuous service improvement.
- Identifies, evaluates and resolves patient complaints.
- Aggregates and analyzes complaint and satisfaction data.
- Determines proactive recommendations and provides feedback of resolution to appropriate parties.
- Works with other areas to develop programs and services to meet the defined needs of primary customers.
- Identifies patterns, makes recommendations for changes to policy and procedures.
- Through mediation and negotiation, ensures a positive working relationship between physicians, employees, patients and families in order to support and maintain the highest quality of patient standards.
- Conducts investigations for Law Department, negotiates settlements as instructed.
- Advises on HIPAA regulations.
- Provides leadership and/or consultation to committees that impact on consumer needs and respect patients’ rights.
- Participates on other committees as indicated.
- Provides education as needed.
- Other duties as assigned.
- Bachelor’s degree in Communication, Psychology, Sociology or related field.
- None required.
Complexity of Work:
- Requires strong leadership, communication, analytical and problem solving skills.
- Must be able to work in a stressful environment and take appropriate action.
- Minimum three years related experience investigating and resolving complaints of a complex nature with special emphasis on mediation, negotiation, oral and written communication, problem resolution and program development.
- Manual dexterity to operate office equipment.
- May require extended periods of standing, walking or sitting.
- Good visual acuity through normal or corrected vision.
Personal Protective Equipment:
- Follows standard precautions using personal protective equipment as required.
2. Responds to escalated cases received from AARP Leadership ensuring that swift action is taken and escalation process is followed, meeting established service levels and providing confirmation of resolution expeditiously.
3. Collaborates with key contacts from across the Association including media to ensure that the “CEO’s” response is in line with the goals of the Association and positively promotes the image of AARP.
4. Serves as departmental liaison to senior AARP leadership, communicating with poise, confidence, and providing resolution that goes beyond the scope of the initial concern.
5. Must be able to gather, extract, review, and consolidate a variety of information and statistical data and prepare standard and ad hoc operational reports. Ensures that the statistical reports produced are accurate, complete, and presentation ready.
6. Crafts well written, researched, and member focused responses for correspondence received by the Ombudsman team. Maintains excellent knowledge of AARP initiatives, legislative positions and policies and is able to clearly and professionally communicate AARP’s position both verbally and in writing.
7. Responsible for researching and resolving complex membership complaints escalated through the contact centers as well as items sent directly to AARP Leadership. Must be able to clearly articulate resolution both verbally and in writing, strengthening member’s confidence in AARP.
8. Responsible for all aspects of service to the legacy company gift membership program to include providing direct liaison with company administrators to resolve concerns.
9. Responsible for AARP employee membership accounts, including requests for gift memberships.
10. Responsible for the processing of escalated external cases to include follow-up with business partners to ensure completion of request within service level. Collaborates with contact center operations to provide feedback regarding emerging trends and identify potential opportunities for additional coaching to minimize future escalations.
11. Individual must be able to problem solve in a fast paced environment and make time sensitive decisions independently.
12. Attention to detail must be impeccable to mitigate negative impact to the Association’s reputation.
13. Must have the ability to prioritize multiple high profile requests, meeting deadlines with a superior product.
14. Position requires superior interpersonal skills and the ability to collaborate with individuals in multiple locations, developing partnerships across the Association which enables Ombudsman team to meet service level commitments.
15. Demonstrates AARP Leadership Behaviors in all interactions.
This position has a high level of challenge and complexity. Individual must have the ability to work independently and be self-motivated. Ability to conceptualize issues and develop communication appropriate to the entities this department represents is critical. Frequent interaction with Board Members, Senior Leadership, and members directly regarding AARP policies, issues and concerns. This position has high visibility externally through Attorney General and BBB complaint resolution.
Identify desired education requirements or acceptable equivalency. Describe suggested years of service and type of work experience. Include required proficiencies with specialized knowledge, computer proficiencies, required licenses or certifications and/or multi-lingual abilities. Identify competencies needed to be successful in this position.
- Completion of a Bachelor’s degree in Business or Communications and a minimum of 6 years of relevant experience in a correspondence or contact center environment or an equivalent combination of training and experience related to the duties of the position. BILINGUAL SPANISH IS HIGHLY PREFERRED
- Skilled in using personal computer, proficient in Outlook, Word, Excel, and PowerPoint. Able to navigate and interpret company software and knowledge based tools.
- Outstanding written and oral communication skills.
- Excellent problem solving and analytical skills.
- Ability to achieve a strong understanding of AARP’s policies, procedures and issue stances with a designated timeframe.
- Ability to work in a team environment that is fast paced and results oriented while achieving performance standards.
- Strong ownership mindset and resolve to follow-through.
- Ability to travel, work flexible shifts as well as flexibility to handle out of hours activity.