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Form of workJob Description
Performs moderately complex (journey-level) mediation work. Work involves assisting nursing home and assisted living facility residents resolving grievances and investigating complaints. Works under general supervision, with limited latitude for the use of initiative and independent judgment. Advises on and explains relevant state and federal rules, regulations, programs, and procedures to LTC facility residents or the general public. Consults with various groups on issues and procedures concerning hearings, and arbitration proceedings. Facilitates the sharing of information among various parties involved in a grievance, dispute, or claim. Provides information and assistance to residents of skilled nursing facilities and assisted living facilities; investigates complaints; and communicates with the appropriate parties on behalf of the individuals with a grievance, dispute, or claim. Contacts affected parties, explains ombudsman services, and explains rights and responsibilities. Records information on contacts and case actions in applicable systems. Reviews and organizes supporting documentation to determine whether applicable information has been received. Assists in resolving or mediating various types of grievances, disputes, and claims. May recommend final action.
EXPERIENCE AND EDUCATION: Experience in counseling, mediation, or dispute resolution work. Graduation from an accredited four- year college or university with major coursework in business administration, psychology, sociology, or a related field is generally preferred. Experience and education may be substituted for one another.
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES: Knowledge of pertinent laws and regulations. Skill in conducting investigations, in mediation and dispute resolution, in computer and office equipment operation, and in the use of interpersonal techniques. Ability to analyze and prepare documents, reports, and correspondence; to investigate complaints; to recognize problems and identify and facilitate solutions; and to communicate effectively.
CERTIFICATES AND LICENSES REQUIRED: May be required to obtain an adjuster’s license by the Texas Department of Insurance and maintain the license in good standing: Valid/Current Texas Driver's License.
