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Requisition No: 880190 

Agency: Elder Affairs

Working Title: OPS QUALITY CONTROL ANALYST - 65650123

 Pay Plan: Temp

Position Number: 65650123 

Salary:  $15.00-$18.50 HOURLY 

Posting Closing Date: 07/31/2026 

Total Compensation Estimator Tool

DEPARTMENT OF ELDER AFFAIRS

LONG-TERM CARE OMBUDSMAN PROGRAM

OPEN COMPETITIVE

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.  The ombudsman serves under the direction of the District Ombudsman Manager.

PAY:

Salary will be commensurate with experience and qualifications, ranging from $15.00 to $18.50, hourly.

DUTIES AND RESPONSIBILITIES:

• Answers the phone and documents information and assistance in the web-based documentation system; checks and responds to voice mail at the district level for Panhandle and Central Office.
• Enters complaint, case, and routine access visit information in web-based documentation system; enters updates as received.
• Tracks incoming reports and information such as Adult Protective Services reports, nursing home discharge and transfers, facility contact information, etc.; updates appropriate log or tracking tool.
• Following certification as ombudsman, travels to facilities and conducts routine access visits as needed.
• Following certification as ombudsman, travels to facilities and investigates and resolves long-term care facility residents' complaints as needed. Identifies significant individual and systemic problems affecting residents and brings them to the attention of the District Ombudsman Manager (DOM); Conducts interviews with residents, facility staff and family members, reviews documents, and writes report of findings while protecting the confidentiality of residents.
• Assists in preparing, processing and maintaining volunteer paperwork including applications, travel, activity reports, and continuing education training hours.
• Processes miscellaneous incoming mail, emails, and faxes; respond as appropriate; general office e-filing.
• Assists the District Ombudsman Manager (DOM) with preparing and arranging monthly ombudsman district council meetings.
• Tracks inventory of office items such as forms, brochures, promotional items, office supplies, and electronic equipment; prepares orders as needed; coordinate distribution of items to field staff and volunteers.
• Coordinates and implements the volunteer ombudsman approval process in HQ ensuring that all paperwork is completed, and potential volunteers are notified in a timely manner.
• Serves as primary office contact in the absence of the DOM.
• Maintains the program’s emergency contact list and district office contact list.
• Performs other duties as assigned
• Travel is required.
• Attendance is an essential function of this job

KNOWLEDGE, SKILLS, AND ABILITIES:

• Possess good organizational skills.
• Ability to handle telephone calls in a courteous and effective manner.
• Ability to communicate effectively both orally and in writing.
• Ability to operate general office equipment.
• Ability to conduct assessments and fact-finding interviews.
• Ability to investigate, analyze and resolve complaints.
• Ability to write reports.
• Ability to deal effectively with people.
• Ability to perform basic arithmetic calculations.
• Knowledge of basic investigative techniques.
• Knowledge of the rules governing Ombudsman investigations and assessments.
• Ability to collect and analyze evidence.
• Ability to use deductive reasoning.
• Ability to analyze information and determine its validity.
• Ability to write accurate investigative reports.
• Ability to make independent decisions.
• Ability to conduct thorough investigations.
• Ability to maintain strict confidentiality.
• Ability to establish and maintain effective working relationships with others.
• Apply the policies, procedures, and programs governing the agency.
• Ability to communicate with others to obtain and verify information.
• Ability to analyze and interpret written, numerical, and verbal data from various sources. 
• Ability to type and prepare reports and memoranda accurately and timely.
• Ability to plan and organize to ensure work is completed in accordance with applicable laws, regulations, rules and policies. 
• Ability to read, understand, and apply regulations, and policy directives. 
• Ability to fulfill all ombudsman program certification and continuing education training requirements. 
• Proficiency in Microsoft Office Suite and Windows 2000. 

REQUIREMENTS:

• If selected for employment applicant will be required to become a certified Ombudsman upon time frame set by employer.
• Travel is required.  Operates own private motor vehicle for routine travel within the assigned office's planning and service area. All applicable State and local driving laws and insurance regulations must be strictly adhered to in the operation of the private vehicle while performing State business. You must possess a valid Florida driver’s license.

THE BENEFITS OF WORKING FOR THE STATE OF FLORIDA:

Working for the State of Florida is more than a paycheck. The State’s total compensation package for employees features a highly competitive employee benefits including:

• Participation in state group insurance (must meet eligibility requirements*).  For more details consult with People First at 877-562-7287 or go to:  https://www.mybenefits.myflorida.com/health/eligibility_and_enrollment/ops_employees
• Participation in the Florida Deferred Compensation Plan (457b).  (For additional details and online enrollment visit MyFloridaDeferredComp.com)
• State of Florida 401(a) FICA Alternative Plan (tax deferred
•  Retirement Savings Plan).  (For more information, please click Social Security Alternative Plan (aigrs.com) and read OPS Social Security Alternative Plan)
• Flexible Spending Accounts

*Seasonal and part-time OPS employees (less than 30 hours average per week) refer to the links above for detailed eligibility requirements.

OUR ORGANIZATION AND MISSION:

The Department is dedicated to promoting the well-being, safety, and independence of Florida's seniors, their families, and caregivers. Its vision is for all Floridians to live well and age well.

SPECIAL NOTE:

Candidate Profile (application) must be complete in its entirety.

• Include supervisor names and phone numbers of all periods of employment.
• Account for and explain any gaps in employment so that the hiring process is not delayed. Gaps of employment for 3 months or more MUST be addressed on application.
• Experience, education, training, knowledge, skills, and/or abilities as well as responses to pre-qualifying questions must be verifiable to meet the minimum qualifications.  
• It is unacceptable to use the statement “See Resume” in place of entering work history.
• Periods of employment should be entered with the most recent/current listed first.
• If you are a retiree of the Florida Retirement System (FRS), please contact the FRS to determine if your current benefits may be affected if you are reemployed with the State of Florida in an FRS-covered position.  Your current retirement benefits may be canceled, suspended, or deemed invalid depending upon the date of your retirement. 
• If claiming Veteran’s Preference, candidates MUST attach supporting documentation (DD214).
• If claiming Right to First Interview, candidates MUST attach a copy of your official layoff letter when applying.
• All documentation is due by the close of the vacancy announcement.

If you experience problems applying online, please call the People First Service Center at (877) 562-7287.

BACKGROUND CHECKS:

Successful completion of a Level 2 Criminal History Background Check is required for all applicants selected for this position.

APPLICANT INFORMATION:

Applicants should apply on-line via the People First Website https://peoplefirst.myflorida.com by 11:59 p.m. (EST) on the closing date of the position vacancy advertisement but are strongly encouraged to apply by 6:00 p.m. on the closing date to avoid any system down times or any other complications that may arise.

If you have problems applying on-line, call the People First Service Center at 1-877-562-7287. Paper applications will not be accepted by the agency.

The Department of Elder Affairs is an "older worker-friendly" employer and also lists vacancies on the Silver Edition website, found at http://silver.employflorida.com, that connects persons age 50 and older with other businesses/volunteer organizations/employers who specify they are "older worker-friendly."

The Department of Elder Affairs is an E-Verify employer and will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each New Employee’s I-9 Form to confirm work eligibility.

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.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.