Manager, Ombudsman Program

Overview

AARP’s Legal Counsel for the Elderly champions the dignity and rights of vulnerable Washington, D.C. seniors 60-plus, providing free legal and social work services to those in need — empowering, defending, protecting, and helping thousands of clients each year in many areas of civil law.

The Manager, Ombudsman Program

, manages the development, execution, and implementation of new engagement programs that align with the organization’s goals and objectives. Manages the evaluation of existing engagement programs to identify improvements and to measure outcomes. Collaborates with management to identify opportunities to streamline processes and develop new procedures that support the business unit/department.

Responsibilities

• Develops, executes, and implements new engagement programs that align with the organization’s goals and objectives. Sets strategies, identifies opportunities, and develops and implements projects and programs to support and market to the target audience.
• Serves as a liaison between individuals (members/non-members), community groups, and special interest groups, etc. Manages or supports the management of volunteers and/or other resources to reach program goals. Develops and manages program budgets. Monitors performance and recommends program changes. Ensures program extensions align with business objectives.
• Plans, organizes, and implements assigned projects. Determines resources needed, tracks budgets, determines scope and execution, tracks progress towards milestones, establishes timelines, and evaluates progress.
• Ensures adherence to internal and external quality standards. Organizes project teams and leads internal and external team members and stakeholders to deliver on project goals. Establishes project communication plans and ensures internal/external stakeholders are informed regarding project processes and impact.
• Manages provider relationships and activities to ensure the ongoing health of the product/program to include growth, development, and evolution. Works with the provider/partner/facility to develop and manage best-in-class service in the delivery of products and services. Monitors each assigned provider and makes recommendations to management regarding any provider issues.
• Develops long-term goals and strategic plans to ensure continued effectiveness, successful growth, and profitability. Studies, analyzes, and monitors the organization’s position within the industry. Coordinates and integrates division plans with the organization’s business goals and objectives.
• Reviews achievement of performance versus strategic plans. Communicates performance results with senior management. Advises and recommends strategies based on reviews.
• Administers the dissemination of corporate/program information or messaging internally and externally. Drafts corporate messages. Reviews and edits messages to ensure that they are clear, thorough, on-brand, and seek to uphold the organization’s goals.

Qualifications

• Bachelor's degree in Social Work, Gerontology, Public Health, Health Administration, Human Services, Psychology, Public Policy, Law, Nursing, Education, or a related field.
• A minimum of five (5) years of progressively responsible experience in program management, advocacy, long-term services and supports, aging services, disability services, healthcare administration, regulatory compliance, or a related field. A Master's degree, Juris Doctor, or other advanced degree in a related discipline may be substituted for two years of the required experience.
• Demonstrated experience working on behalf of older adults, individuals with disabilities, residents of long-term care facilities, or other vulnerable populations, including advocacy, complaint resolution, systems navigation, and stakeholder engagement.
• Comprehensive knowledge of federal, District, and local laws, regulations, policies, and programs affecting older adults, persons with disabilities, long-term care residents, and recipients of home and community-based services, including Ombudsman Program requirements, Medicare, Medicaid, Social Security Administration benefits, and other aging and disability service systems.
• Demonstrated experience in program management, staff supervision, and operational oversight; complex complaint investigation, mediation, conflict resolution, and problem solving; data collection, analysis, reporting, and performance measurement.
• Requires experience in training, coaching, and developing staff, volunteers, and community stakeholders, as well as public speaking, community outreach, legislative or systems advocacy, and stakeholder engagement.
• Must have reliable, insured transportation and possess a valid driver’s license.  Must be able to use personal vehicle for 50% local travel (i.e., facility visits and out-of-office meetings. In addition, be available for some national travel up to 5%.
• Additional Requirements
• Regular and reliable job attendance.
• Effective verbal and written communication skills.
• Exhibit respect and understanding of others to maintain professional relationships.
• Independent judgement in evaluation options to make sound decisions.
• In office/open office environment with the ability to work effectively surrounded by moderate noise.
• Ability to occasionally lift up to 25 pounds.
• AARP will not sponsor an employment visa for this position.
• AARP will not sponsor an employment visa for this position.
• Hybrid Work Environment
• AARP observes Mondays and Fridays as remote workdays, except for essential functions. Remote work can only be done within the United States and its territories.

Responsibilities

• Develops, executes, and implements new engagement programs that align with the organization’s goals and objectives. Sets strategies, identifies opportunities, and develops and implements projects and programs to support and market to the target audience.
• Serves as a liaison between individuals (members/non-members), community groups, and special interest groups, etc. Manages or supports the management of volunteers and/or other resources to reach program goals. Develops and manages program budgets. Monitors performance and recommends program changes. Ensures program extensions align with business objectives.
• Plans, organizes, and implements assigned projects. Determines resources needed, tracks budgets, determines scope and execution, tracks progress towards milestones, establishes timelines, and evaluates progress.
• Ensures adherence to internal and external quality standards. Organizes project teams and leads internal and external team members and stakeholders to deliver on project goals. Establishes project communication plans and ensures internal/external stakeholders are informed regarding project processes and impact.
• Manages provider relationships and activities to ensure the ongoing health of the product/program to include growth, development, and evolution. Works with the provider/partner/facility to develop and manage best-in-class service in the delivery of products and services. Monitors each assigned provider and makes recommendations to management regarding any provider issues.
• Develops long-term goals and strategic plans to ensure continued effectiveness, successful growth, and profitability. Studies, analyzes, and monitors the organization’s position within the industry. Coordinates and integrates division plans with the organization’s business goals and objectives.
• Reviews achievement of performance versus strategic plans. Communicates performance results with senior management. Advises and recommends strategies based on reviews.
• Administers the dissemination of corporate/program information or messaging internally and externally. Drafts corporate messages. Reviews and edits messages to ensure that they are clear, thorough, on-brand, and seek to uphold the organization’s goals.

Qualifications

• Bachelor's degree in Social Work, Gerontology, Public Health, Health Administration, Human Services, Psychology, Public Policy, Law, Nursing, Education, or a related field.
• A minimum of five (5) years of progressively responsible experience in program management, advocacy, long-term services and supports, aging services, disability services, healthcare administration, regulatory compliance, or a related field. A Master's degree, Juris Doctor, or other advanced degree in a related discipline may be substituted for two years of the required experience.
• Demonstrated experience working on behalf of older adults, individuals with disabilities, residents of long-term care facilities, or other vulnerable populations, including advocacy, complaint resolution, systems navigation, and stakeholder engagement.
• Comprehensive knowledge of federal, District, and local laws, regulations, policies, and programs affecting older adults, persons with disabilities, long-term care residents, and recipients of home and community-based services, including Ombudsman Program requirements, Medicare, Medicaid, Social Security Administration benefits, and other aging and disability service systems.
• Demonstrated experience in program management, staff supervision, and operational oversight; complex complaint investigation, mediation, conflict resolution, and problem solving; data collection, analysis, reporting, and performance measurement.
• Requires experience in training, coaching, and developing staff, volunteers, and community stakeholders, as well as public speaking, community outreach, legislative or systems advocacy, and stakeholder engagement.
• Must have reliable, insured transportation and possess a valid driver’s license.  Must be able to use personal vehicle for 50% local travel (i.e., facility visits and out-of-office meetings. In addition, be available for some national travel up to 5%.
• Additional Requirements
• Regular and reliable job attendance.
• Effective verbal and written communication skills.
• Exhibit respect and understanding of others to maintain professional relationships.
• Independent judgement in evaluation options to make sound decisions.
• In office/open office environment with the ability to work effectively surrounded by moderate noise.
• Ability to occasionally lift up to 25 pounds.
• AARP will not sponsor an employment visa for this position.
• AARP will not sponsor an employment visa for this position.
• Hybrid Work Environment
• AARP observes Mondays and Fridays as remote workdays, except for essential functions. Remote work can only be done within the United States and its territories.