Trainer and Quality Assurance Specialist Administrator I

About the Role

The Maryland Department of Aging seeks to promote vibrant communities and supportive services enabling older adults to live fulfilling lives. This role focuses on upholding the Long-Term Care Ombudsman Program’s effectiveness by providing training, monitoring quality, reviewing case practices, and promoting continuous improvements among staff and volunteers. The Trainer and Quality Assurance Specialist ensures local ombudsmen are equipped to advocate for residents, address complaints, educate consumers, and comply with state and federal regulations. The specialist supports program integrity through conducting training programs, reviewing documentation, coaching staff, and collaborating with leadership to maintain high service standards.

Primary Responsibilities

• Develop and facilitate onboarding and designation training for new staff and volunteers.
• Design and deliver ongoing continuing education and refresher courses.
• Provide instruction on resident rights, complaint management, confidentiality, communication, and advocacy procedures.
• Assess training efficacy through evaluations, observations, and feedback, adjusting content as needed.
• Maintain and update curriculum materials, job aids, and guides to reflect current laws and best practices.
• Conduct comprehensive audits of case files and complaint documentation for accuracy, timeliness, and compliance.
• Analyze quality data to identify trends, gaps, and opportunities for corrective actions or process enhancements.
• Offer one-on-one and group coaching sessions, providing technical assistance in complex cases.
• Collaborate with program leadership and local entities to ensure consistent program application.
• Participate in statewide meetings, coordinate training logistics, and support community outreach efforts.
• Carry out additional duties including travel to partner sites as assigned.

Minimum Qualifications

• High school diploma or equivalent certificate.
• Four years of administrative or professional experience, with educational credits or degrees substitutable for experience as per guidelines.

Preferred Experience

• Experience as a long-term care ombudsman.
• Background in training development and delivery.
• Expertise in quality assurance, process improvement, and compliance monitoring.
• Strong skills in coaching, technical assistance, communication, and presentation.
• Familiarity with performance monitoring, auditing, and data analysis.

Additional Requirements

• Must hold a valid Maryland driver's license if duties involve driving.

Benefits and Terms

• This is a contractual position offering limited benefits.
• Eligible contract employees working 30+ hours weekly receive subsidized health insurance for themselves and dependents.
• Paid leave accumulates at one hour per 30 hours worked.

Application and Selection Process

Applicants must thoroughly document qualifications by the stated deadline. Selection includes evaluation of education, training, and experience, with candidates ranked accordingly and placed on an employment list for one year. Assistance is available for application submission via mail or email.

Equal Opportunity

The department encourages veterans, people with disabilities, and bilingual individuals to apply and is committed to a diverse workforce.