Volunteer Manager - Customer Success

PURPOSE: To oversee and provide support to volunteer Ombudsmen.

REPORTING TO: Executive Director/Program Coordinator

Perks and Benefits:

• $300/mo medical reimbursement
• Exempt; Full Time 35 hr/wk.
• 401k Match up to 4% 
• PTO 2 days/year
• Sick time 5 Days/year
• Vacation 2 weeks Accrues annually
• Collaborative Culture and Support - We care about you
• Strong Emphasis on Work-Life Balance - We mean it 

RESPONSIBLE FOR: Overseeing, Supporting, and Assisting volunteer Ombudsmen with facility assignments, problematic cases and ensure quality control of documentation and reports.

RESPONSIBILITIES & JOB FUNCTIONS (including but not limited to):

· Provide on-going support and guidance and mentorship to Ombudsmen in the receipt, investigation, and resolution of concerns and complaints made by or on behalf of long-term care residents.

· Coordinate volunteer facility assignments.

· Ensure adequate facility coverage.

· Assist in the investigation and resolution of complex cases.

· Ensure timely submittal of reports by volunteer Ombudsmen.

· Review and monitor volunteer documentation and reports.

· Track annual training hours received by each volunteer Ombudsmen.

· Assist with Certification training and continuing education for volunteer and staff Ombudsmen.

· Represent the program with other agencies and organization, both public and private.

· Make presentations to community organizations and facilities.

· Other duties as assigned by supervisor

QUALIFICATIONS:

· Successful completion of the 36-hour State Certified Long Term Care Ombudsman training and post-training mentored facility visits.

· Complete 18 hours of additional training annually to retain certificate. (Provided by agency)

· Be at least 18 years old.

· BA Degree or equivalent experience.

· Strong written and verbal communication skills.

Note: Ombudsmen are by law, prohibited from employment in a long-term care facility or from having any financial interest in a long-term care facility during the time they are acting in an Ombudsman capacity. An Ombudsman will be required to sign the Conflict of Interest policy prior to commencing any assignments.

WORKING CONDITIONS

The physical demands described here are representative of those that must be met by the employee to successfully perform the functions of the job. Reasonable accommodations will be made to enable individuals with disabilities to perform this job.

While performing the duties of this job the employee will be required to sit for periods of time. Standing, walking, and bending are required movements.