About this role
Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans. At HHSC, your contributions matter, and we support you at each stage of your life and work journey. Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more. Explore more details on the Benefits of Working at HHS webpage.
Functional Title: Regional Ombudsman Supervisor
Job Title: Ombudsman V
Agency: Health & Human Services Comm
Department: State LTC Ombudsman
Posting Number: 13075
Closing Date: 02/05/2026
Posting Audience: Internal and External
Occupational Category: Legal
Salary Group: TEXAS-B-25
Salary Range: $5,797.66 - $7,652.91
Pay Frequency: Monthly
Shift: Day
Additional Shift:
Telework: Eligible for Telework
Travel: Up to 10%
Regular/Temporary: Regular
Full Time/Part Time: Full time
FLSA Exempt/Non-Exempt: Exempt
Facility Location:
Job Location City: AUSTIN
Job Location Address: 4601 W GUADALUPE ST
Other Locations:
MOS Codes: 4402,4421,4430,250X,27A,51JX,92J0,LGL10
Brief Job Description:
This position may be eligible for telework. Please note, all HHS positions are subject to state and agency telework policies in addition to the discretion of the direct supervisor and business needs.
The Regional Ombudsman Supervisor reports to the Deputy State Long-Term Care Ombudsman (Deputy) and performs highly advanced consultation and technical assistance work to oversee operation of the State Long-Term Care Ombudsman Program, regarding ombudsman services in over 3,000 licensed facilities in Texas and operating in 28 regions in the state. Works under minimal supervision, with considerable latitude for the use of initiative and independent judgment to:
- Supervise the work of staff ombudsmen statewide, in coordination with the Ombudsman Nursing Facility Specialist;
- Represent the State Long-Term Care Ombudsman Program at meetings, conferences, and hearings;
- Jointly manage the intake of complaints via phone and email, in coordination with the Ombudsman Nursing Facility Specialist.
- Complete multi-dimensional analysis of ombudsman complaint data. Determines trends in complaints and casework that are corporate-wide, regional, or statewide and implements interventions to systemically resolve the problems.
- Represents the interests of approximately 45,000 assisted living facility residents and 90,000 nursing facility residents.
Trains and directs the work of approximately 100 program field staff, including coordinating communication with field staff and triaging complaints that are escalated to the state office for resolution. Investigates and resolves grievances made about program field staff. Provides consultation to operators, owners, and provider associations, and makes recommendations to governmental agencies, community organizations, and the public to improve the lives and care of long-term care residents. Work involves senior-level dispute resolution, including coordination of legal assistance and pursuing remedies through governmental agencies and non-profit and managed care organizations.
Essential Job Functions (EJFs):
- Complaint investigation. Oversees and coordinates complaint investigations by field staff regarding resolution of disputes. Advises field staff on investigation procedures and takes action to resolve systemic or complex issues, including legislative inquiries and escalated complaints. Provides consultation on state and federal regulations and directs ombudsman responses to complaints involving sensitive information and highly complex issues. Uses critical thinking and negotiation skills to communicate with various groups on behalf of complainants regarding their dispute. Provides senior-level advocacy by negotiating with executive management, corporate executives in governmental and provider organizations. Acts as a liaison with agencies, state and federal organizations, and facilities to explain and defend the State Long-Term Care Ombudsman Program’s statutory requirements and role. With the Ombudsman Nursing Facility Specialist, manages program response to a statewide 1-800 telephone line for long-term care ombudsman issues, including monitoring, triaging, and responding to calls. (45%)
- Ombudsman services oversight. Oversees the implementation of statewide ombudsman services and acts as the lead worker of ombudsman operations in facilities to advocate for residents’ rights and quality care. Sets regional program field staff requirements for onsite activities at each facility for 28 contracted agencies. Coordinates with the Deputy to determine compliance with program policies and procedures by field staff performing their functions, recommending corrective action as needed. Investigates and resolves grievances about program field staff. Develops and recommends policies, procedures, and ombudsman practice to the Deputy. (40%)
- Analysis and Training. Oversees the analysis of ombudsman complaint data. Coordinates with the Ombudsman Developer to organize and deliver specialized ombudsman training for program field staff. Develops educational material and presents to organizations, including provider associations. Creates educational materials for ombudsmen, residents, and the public. (15%)
Knowledge, Skills and Abilities (KSAs):
A minimum of two years of work experience with older adults or adults with disabilities is required.Graduation from an accredited four-year college or university is required. College course work in human and social services is preferred. Master's degree in human services is also preferred.
Comprehensive knowledge of local, state, and federal laws related to nursing facilities and assisted living facilities;
Knowledge of administration techniques for public programs;
Knowledge of statistical analysis and research techniques;
Knowledge of training techniques; and
Knowledge of program management techniques.
Skill in identifying indicators of program performance and in operating applicable software applications, including databases.
Ability to gather, assemble, correlate, and analyze facts;
Ability to devise solutions to problems;
Ability to prepare reports;
Ability to develop, evaluate, and interpret policies and procedures;
Ability to communicate effectively in written and oral form; and
Ability to train and lead staff.
Registrations, Licensure Requirements or Certifications:
The Regional Ombudsman Supervisor must achieve certification as a Texas long-term care ombudsman within 60 days of hire and must continuously maintain the certification.
Initial Screening Criteria:
Applicant must have two years professional experience with older adults or adults with disabilities. Applicants with a master’s degree are preferred. Applicants with ombudsman experience are preferred.Additional Information:
Applicants are requested to attach a resume to their application. A written exercise will be administered to applicants as part of the interviewing process. If teleworking, employees are responsible for providing the necessary infrastructure, including office furnishings (desk, chair, lamps, etc.), and utilities (reliable internet, electricity, telephone). The agency will not reimburse for utilities or any items purchased for telework use, including office supplies, internet service, or maintenance or repair of personally owned equipment. Travel to a regional HHS office for pick up or repair HHS-issued equipment may be required. Travel to the Austin office location will be required for training and other required work tasks. The offered salary will be determined in accordance with budgetary limits and the requirements of the HHS Human Resources Manual.
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Active Duty, Military, Reservists, Guardsmen, and Veterans:
Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information please see the Texas State Auditor’s Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditor's Office - Job Descriptions.
ADA Accommodations:
In compliance with the Americans with Disabilities Act (ADA), HHSC and DSHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.
Pre-Employment Checks and Work Eligibility:
Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks.
HHSC uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Download the I-9 Form
Telework Disclaimer:
This position may be eligible for telework. Please note, all HHS positions are subject to state and agency telework policies in addition to the discretion of the direct supervisor and business needs.
Other facts
About TX-HHSC-DSHS-DFPS
Overview
The Texas Health and Human Services Commission (HHSC) is an agency within the Texas Health and Human Services System. In September 2016, Texas began transforming how it delivers health and human services to qualified Texans, with a goal of making the Health and Human Services System more efficient and effective. Sept. 1, 2017, marked another major milestone in this transformation.
The new accountable, restructured system:
- Makes it easier for people to find out about the services or benefits for which
they may qualify.
- Better integrates programs by removing bureaucratic silos and grouping similar
programs and services together.
- Creates clear lines of accountability within the organization.
- Includes well-defined and objective performance metrics for all organizational
areas.
Texas Health and Human Services now consists of 2 agencies: the Texas Health and Human Services Commission and the Texas Department of State Health Services (DSHS). HHS is headquartered in Austin, TX.
Services Provided
- Medicaid for families and children
- Long-term care for people who are older or have disabilities
- SNAP (Supplemental Nutrition Assistance Program) food benefits and TANF
(Temporary Assistance For Needy Families) cash assistance for families
Behavior health services
- Services to help keep people who are older or who have disabilities in their
homes or communities
- Services for women or other people with special health needs
Oversight of Regulatory Functions
- Licensing and credentialing of long-term care facilities, such as nursing homes
and assisted living
- Licensing child care providers
- Managing the day-to-day operations of state supported living centers and state hospitals
What you'll do
- The Regional Ombudsman Supervisor oversees the operation of the State Long-Term Care Ombudsman Program, supervising staff and managing complaint investigations. They also represent the program at various meetings and ensure compliance with policies and procedures.
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