OPS QUALITY CONTROL ANALYST - 65650023

Position Information Requisition No: 878447 Agency: Elder Affairs Working Title: OPS QUALITY CONTROL ANALYST - 65650023 Pay Plan: Temp Position Number: 65650023 Salary: $15.00 - $18.50 HOURLY Posting Closing Date: 07/09/2026 Position Overview and Responsibilities This position is responsible for conducting routine access visits and investigating complaints about services in long-term care facilities. The ombudsman is a designated representative of the Office of State Long-Term Care Ombudsman as authorized by federal and state law and serves under the direction of the District Ombudsman Manager. Duties and Responsibilities Answer phone calls and maintain a phone log for all incoming calls; check and respond to voicemail. Enter complaint, case, and assessment information in a web-based documentation system and update as received. Track incoming reports and information such as Adult Protective Services reports, nursing home discharge and transfers, and facility contact information; update appropriate log or tracking tool. Following certification as ombudsman, travel to facilities to conduct assessments, investigate and resolve residents' complaints, identify significant individual and systemic problems, and bring them to the attention of the District Ombudsman Manager. Obtain access to facilities and residents’ records while protecting confidentiality. Conduct interviews, review documents, and write reports of findings. Assist in preparing, processing, and maintaining volunteer paperwork including applications, travel, activity reports, and continuing education training hours. Process miscellaneous incoming mail, emails, and faxes; respond appropriately; perform general office filing. Assist the District Ombudsman Manager with preparing and arranging monthly ombudsman district council meetings. Track inventory of office items such as forms, brochures, promotional items, office supplies, and electronic equipment; prepare orders as needed and coordinate distribution to volunteers. Serve as primary office contact in the absence of the District Ombudsman Manager. Perform other duties as assigned. Travel is required. Attendance is an essential function of this job. Knowledge, Skills, and Abilities Good organizational skills. Courteous and effective telephone communication. Effective oral and written communication. Operation of general office equipment. Conducting assessments and fact-finding interviews. Investigating, analyzing, and resolving complaints. Writing reports. Dealing effectively with people. Basic arithmetic calculations. Basic investigative techniques. Knowledge of Ombudsman investigation rules. Collecting and analyzing evidence. Deductive reasoning. Analyzing information for validity. Writing investigative reports accurately. Making independent decisions. Conducting thorough investigations. Maintaining strict confidentiality. Establishing and maintaining effective working relationships. Applying agency policies, procedures, and programs. Communicating with others to obtain and verify information. Interpreting written, numerical, and verbal data from various sources. Typing and preparing reports and memoranda accurately and timely. Planning and organizing to ensure work is completed in accordance with applicable laws, regulations, rules, and policies. Reading, understanding, and applying regulations and policy directives. Meeting all Ombudsman program certification and continuing education requirements. Proficiency in Microsoft Office Suite and Windows. Requirements Must become a certified Ombudsman within the timeframe set by the employer. Travel is required; own private motor vehicle may be used for routine travel within the assigned area; a valid Florida driver's license is required. Successful completion of a Level 2 Criminal History Background Check is required. Benefits Participation in state group insurance (eligibility requirements apply). Participation in the Florida Deferred Compensation Plan (457b). State of Florida 401(a) FICA Alternative Plan. Retirement Savings Plan. Flexible Spending Accounts. Additional eligibility details for seasonal and part-time OPS employees refer to the links provided. EEO and Additional Information The Department of Elder Affairs is an older worker-friendly employer. Candidates claiming Veteran's Preference must attach supporting documentation such as DD214. Candidates claiming Right to First Interview must attach a copy of an official layoff letter. Background checks are required for all selected applicants. The State of Florida supports a drug-free workplace and all employees may be subject to reasonable suspicion drug testing. #J-18808-Ljbffr State of Florida