Recipient Rights Advisor
Job description
($54,102 - $62,602)
ESSENTIAL POSITION FUNCTIONS (listing Position Specific functions first):
In compliance with procedures and timeframes prescribed by statute, standards established by the department, and protocols set by supervisor:
Dispute Resolution – Complaint Intervention and Investigation
- Ensure that recipients, family members, guardians, provider staff, advocates or other persons acting on behalf of a recipient have prompt, consistent, and unimpeded access to the recipient rights complaint and reporting process.
- Receive and review oral or written complaints and reports of apparent or suspected rights violations and advise or refer complainants and reporting individuals to advocacy organizations or other agencies as applicable.
- Log and determine the disposition of all complaints received and write and send acknowledgment letters.
- Log and file a recipient rights complaint on a recipient’s behalf if a report involves an apparent or suspected rights violation.
- Notify supervisor within 24 hours after a complaint or a report is received.
- Initiate and conduct detailed, systematic, thorough, and impartial interventions and investigations of all complaints and reports of apparent or suspected rights violations.
- Write and send status reports if required.
- Write detailed, accurate, and understandable intervention reports and reports of investigative findings, clearly describing the allegations involved, citing applicable provisions of law, rule, policies, procedures, and guidelines, formulating germane issue questions, describing relevant evidence obtained, answering all issues involved and making concise, correct, and logical conclusions, determining whether or not an allegation is substantiated based upon a preponderance of the evidence, and recommending specific remedial or other corrective actions to correct and prevent recurrences of recipient rights violations.
- Submit reports to supervisor for review at least one week in advance of due date. Revise as directed.
- Send reports to respondents and NLCMHA CEO and obtain remedial action plans.
- Track status of and obtain documentation from respondents of any planned remedial actions.
- Assist complainants and other persons withstanding to file a written appeal, if requested.
- Accurately document in Recipient Rights electronic records system and maintain complete and secure complaint records.
Monitoring - Site Visits, Incident and Death Review
- Conduct on-site visit inspections, policy reviews and engage in other activities to monitor service providers annually or more frequently as necessary to ensure provider compliance with Recipient Rights protections established by statute, rule, policy, and contract.
- Prepare detailed and accurate reports of site visit and policy review findings. Request and obtain documentation from the provider of corrective action for any deficiencies found.
- Review death and critical incident reports as submitted and prepare a preliminary report to identify if further inquiry or formal investigation is warranted.
Prevention – Training, Consultation,
- Provide training in recipient rights to staff of the authority and contracted providers in accordance with the NLCMHA recipient rights training plan. Assist in developing training curricula.
- Provide education about recipient rights to recipients, parents of minor recipients, guardians, family members, and community stakeholders.
- Provide consultation to staff of NLCMHA and contracted providers in matters related to recipient rights.
- Assist in preparing, reviewing and/or updating agency policies and procedures as required by statute, rule, regulation, the accreditation body, or by other standards pertaining to the rights of recipients.
Education, Information, and Referral
- Ensure that recipients, parents of minor recipients, and guardians or other legal representatives have access to summaries of the rights guaranteed by Chapter 7 and 7a of the Michigan Mental Health Code.
- Provide education and training in recipient rights to recipients, parents of minor recipients, guardians, family members, and community stakeholders.
- Locate and refer individuals to external complaint resolution resources outside the jurisdiction of NLCMHA’s office of recipient rights. Assist in developing and maintaining a list of advocacy and external complaint resolution resources.
- Work in conjunction with NLCMHA and PIHP Customer Services and Grievance and Appeals and Compliance personnel to ensure effective and timely response to all consumer grievances, appeals, or other concerns or questions.
Advocacy
- Upon request of a recipient, parent of a minor recipient, or guardian, attend person-centered planning meetings or engage in other advocacy activities to impartially advocate for the promotion of recipient rights.
- Act to promote consumer inclusion in the Recipient Rights protection system.
QUALIFICATIONS:
MINIMUM EDUCATION & EXPERIENCE:
Minimally, possess a Bachelor’s degree, preferably in human services, social science or law. Experience in complaint resolution, investigation and investigative report writing, compliance monitoring, training, and advocacy. One-year experience providing Recipient Rights protection services in a Community Mental Health Services Program or Licensed Psychiatric Hospital or Unit or comparable experience preferred. 10 years of investigation experience in Law enforcement or related field in lieu of degree will be considered.
LICENSING or CERTIFICATIONS:
Certificate of successful completion of MDCH ORR Recipient Rights - Basic Skills I and Basic Skills II is preferred.
SUPPLEMENTARY FUNCTIONS:
May represent NLCMHA on internal/external committees or work groups to enhance organizational performance and development and quality of care, including Quality Improvement activities.
May participate in community education/community caregiver activities.
May receive and assist in resolving complaints or inquiries related to services provided by NLCMHA.
GENERAL PERFORMANCE RESPONSIBILITIES:
Set priorities and make decisions, which reflect consistency with NLCMHA’s vision and mission statements, goals, values, policies and procedures.
Provide services and conduct tasks in accordance with terms/conditions required by the funding source, i.e., Northern Michigan Regional Entity (NMRE Contract), Michigan Department of Health and Human Services (MDHHS) CMHSP Master Contract and with applicable laws and regulations.
Participate in approved staff development activities, in-services and supervisory sessions.
Maintain confidentiality and develop a trusting rapport with consumers, families/guardians, staff and the general public.
Behave and communicate in a manner that promotes a positive work atmosphere.
Perform duties in an accurate and timely manner.
Maintain up-to-date documentation/records/reports as applicable for position performance accountability.
Adjust work schedule, with supervisory approval, to meet consumer and/or NLCMHA needs.
Maintain an awareness to provide a safe and healthy environment and will report all hazards and/or concerns.
Accept other responsibilities and duties required by the supervisor, consistent with the accomplishment of NLCMHA’s goals and objectives and the functions of this position. Such responsibilities shall be incorporated into the job description if they involve a lengthy commitment of time or are ongoing.
Advise supervisor if actual practice (activity) begins to deviate significantly from specified essential functions.
KNOWLEDGE, SKILLS AND ABILITIES:
Basic knowledge of the Mental Health Code, and the structure, guidelines and services of NLCMHA.
Uphold NLCMHA’s Code of Conduct and professional Code of Ethics, in addition to maintaining current appropriate State licensure/registration and standards where applicable.
Must possess professional knowledge, consistent with license or registration and demonstrate throughout employment practice equal to acceptable professional standards.
Ability to communicate, understand and carry out oral and written directions effectively in English and clearly present information both orally and in writing on a level suitable for public groups.
Learn community resources and identify procedures required to use a wide range of services.
Ability to maintain effective working relationships and productively serve as a member of a team with employees and the public plus have the ability to deal with problems courteously and tactfully.
Ability to work effectively with employees of other agencies, Board members, advisory groups, committees, professional organizations and the public.
Skill in advocating on behalf of consumers, families/guardians and NLCMHA with the community at large.
Must have a working telephone, possess and maintain a valid Michigan Driver’s License, have a good driving record, automobile insurance coverage and have access to an automobile.
Must be willing to transport agency consumers, including in own personal vehicle when necessary.
WORKING CONDITIONS/PHYSICAL REQUIREMENTS:
This position may require irregular hours.
This position may require travel by personal vehicle if an agency vehicle is not available.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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