OUTREACH Ombudsman

Deaf/ Hard of Hearing

JOB DESCRIPTION

The Outreach Ombudsman for Deaf/ Hard of Hearing has two primary functions.

This person serves as a complaint response and investigatory interface for people contacting the Ombudsman Office by phone, email or in person who also identifies themselves as Deaf. This position provides ombudsman services, facilitates communications, investigates, and seeks remedies for, and provides information and assistance as necessary regarding concerns and issues raised by MassHealth Health Plan enrollees and other interested individuals. The Ombudsman then categorizes and documents these issues and concerns in a secured database system and submits required reports as necessary. The Ombudsman operates in a manner to preserve the privacy and confidentiality of those seeking services and maintains an independent, neutral/impartial position with respect to the concerns raised.

And by engaging in outreach events to communities served by My Ombudsman, the Deaf/HOH Outreach Ombudsman will also build connections and provide support to community members.

Areas of Responsibility

Community Outreach

·       Develop and implement a plan to visit My Ombudsman’s partner organizations and provide in-person Ombudsman services

·       Attend outreach events and give presentations to introduce My Ombudsman to new partners and members

·       Provide community education on MassHealth member benefits and rights

·       Participate in outreach meetings, event planning meetings, and other meetings related to community outreach.

Complaint Investigation, Resolution, and Documentation

·       Prepare a plan for investigating and resolving the complaint.

·       Gather additional information, and help the member prioritize the importance of each complaint (if they have more than one).

·       Investigate the complaint by contacting involved parties and conducting research via policies and handbooks.

·       Flag emerging urgent or time-sensitive cases and alert the appropriate parties in accordance with program policies.

·       Maintain ongoing communication with all involved parties (member, provider, plan, etc.) in accordance to program policies.

·       Provide accurate and thorough answers (conducting research as necessary) in response to member requests for information.

·       Provide members with referrals and “warm hand-offs” to external organizations when appropriate.

·       Collect member data and document pertinent information in My Ombudsman’s database in accordance with program policies.

My Ombudsman, DPC, and MassHealth Knowledge

·       Learn the mission, philosophy, background and operations of My Ombudsman and the Disability Policy Consortium.

·       Build and maintain a strong foundation of MassHealth and health plan knowledge.

·       Stay current with new MassHealth policies and health plan updates.

Member Communication and Support

·       Interact with all members compassionately and respectfully while remaining professional and impartial.

·       Apply principles of disability rights, independent living, and accessibility when listening to and responding to member concerns.

·       Employ active and mindful listening techniques while maintaining healthy, professional boundaries,

·       Communicate with all members in an approachable, professional, and easy to understand manner.

Privacy and Confidentiality

·       Maintain the privacy, integrity, and storage of personal identifying information in accordance with program policies.

·       Keep paper copies of personally identifying information (PII) or other sensitive information in locked filing cabinets and/or offices identified by DPC.

·       Ensure that third-parties are not allowed access to physical or electronic data or records.

·       Comply with all applicable laws, regulations and contractual provisions and abide by the procedures and requirements to maintain privacy and confidentiality, as outlined by the Executive Office of Health and Human Services.

General

·       Perform day-to-day program tasks such as documenting, writing, typing, faxing, copying, filing (following established protocols for paper and electronic files), processing forms and paperwork, and gathering data necessary for reporting.

·       Participate in team meetings and discussions.

·       Prepare and submit all required documents (such as case summaries, supervision worksheets, etc. in a timely manner).

·       Ensure the professional quality, technical accuracy, and timely completion and delivery of the responsibilities of the position.

·       The Deaf/HOH Outreach Ombudsman will also work on the program’s outreach efforts, such as giving presentations or attending community events on the program’s behalf. This may involve some travel (expenses are fully reimbursed) and/or occasional weekend/evening work (with flex time offered).

Qualifications

Education

Relevant professional experience will be considered.

Skills

·       Strong ISL/ASL skills are a must. Familiarity with assistive technology for the Deaf and Hard of Hearing is important as well.

·       Strong written communication skills in English; strong written command of another language (especially Mandarin, Cantonese, Haitian-Creole, Russian, Arabic, Spanish, and Portuguese) is a plus.

·       Demonstrated interpersonal communication skills with people of various backgrounds, levels of education and abilities.

·       Effectively able to convey complex information in a simple, clear, and understandable manner.

·       Demonstrated ability to remain calm and nonjudgmental in a crisis.

·       Excellent problem solving and conflict resolution skills.

·       Excellent note-taking, organizational, and multitasking skills.

·       Strong command of the phone, computer, and navigating the internet.

·       Ability to work effectively in a team environment.

·       Ability to properly maintain proprietary and confidential information.

 Experience

·       At least three years of experience working in the customer service industry, healthcare setting, social services field, or related areas working directly with people.

·       At least one year of experience with case management.

·       Strong preference for someone with lived experience or extensive cultural knowledge of the disability community or other communities we serve.

·       Prior experience with state or federal health care programs for people with disabilities is preferred.

·       Experience working with MassHealth programs and services is preferred.

·       Prior knowledge of ombudsman programs, disability civil rights policy, and the health care environment in Massachusetts is a plus, but not required.

 This is a full-time position with a salary range of $50,000-52,000 per year and benefits including paid vacation, paid sick time, 13 paid holidays, dental and life insurance and a medical insurance reimbursement.

 Upon hire, the successful candidate must be cleared through the state's Criminal Offender Record Information (CORI) service.

Candidates should submit a letter of interest and resume via email to: hr@dpcma.org

The DPC encourages candidates of all backgrounds to apply. The DPC is committed to a policy of non-discrimination and equal opportunity for all applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, age, disability, veteran status, military service, genetic information, receipt of free medical care, or any other category protected under applicable federal, state, or local law.