Estimated Length: 24 months M-F 9am-5pm

Requirements

The Division of Adult Care Facilities and Assisted Living Surveillance is responsible for the oversight of surveillance of Adult Care Facilities (ACF) in accordance with State laws, regulations and codes; as well as the investigation of ACF complaints. The Division develops, modifies and implements State health policy regarding the delivery and oversight of care to New York State residents of Adult Care Facilities. The ACF scope and surveillance workload includes oversight of 548 ACFs.

The Centralized Complaint Intake Program for Adult Care Facilities is responsible for triaging and assigning written and/or verbal complaints received by the Department concerning both licensed and unlicensed adult care facilities. Complaints are triaged on intake and assigned a level of severity that determines the timeframe in which the complaint is investigated. All relevant information provided is entered into a computerized centralized complaint and incident tracking system and assigned to one of the Department’s four regional offices for investigation. The results and findings of each investigation are then documented in a secure database.   

The Centralized Complaint Intake Program for Adult Care Facilities is staffed from 8:45 AM to 4:45 PM Monday through Friday, excluding holidays. Complaints made after hours are retrieved from a voicemail system the following morning. The voicemail system is also checked twice during weekends and holidays. Complaints received after hours or on holidays that have been determined to be of an emergency nature are immediately referred to the regional office contact person for prompt follow-up.

Minimum Qualifications: On or before the date of filing an application, the candidate must be licensed and currently registered by New York State as a Licensed Master Social Worker (LMSW) or Licensed Clinical Social Worker (LCSW) or must possess a Bachelor’s degree in Social Work and one year of post bachelor’s experience in Social Work.  In addition, the Candidate must have excellent telephone, listening and written communication skills; working knowledge of all Microsoft Office products and experience with complex data entry systems.

Preferred Qualifications:  Must have strong interpersonal, problem solving, decision-making and time management skills and the ability to communicate effectively with all internal and external stakeholders.  In addition, the ideal Candidate must have excellent writing and editing skills and be able to effectively interpret laws and regulations governing adult care and assisted living facilities in New York State.

Responsibilities: This incumbent will be responsible for receiving complaints against NYS Adult Care Facilities and triaging them to the appropriate regional office, other Client programs or state oversight agency as applicable.  Functions include:

• Addressing the callers/complainants concerns without interruption, while remaining understanding, supportive and focused to ensure the caller has ample opportunity to review their concerns. 
• Screen complaints to determine triage decision and finalize initial report within 1 hour of receipt. 
• Contact complainants to obtain additional information if necessary;
• Prepare and send correspondence to complainants regarding the disposition of their complaint(s). 
• Respond to general inquiries regarding the complaint process;
• Participate in process improvement activities including daily case review;
• Assist with Management Reports;
• Participate in training and continuing education activities.

Weekend/Holiday Requirements:

Staff person is expected, on select Saturday and Sunday/holiday, to perform the following activities:

• Retrieve voice-mail messages;
• Triage and record relevant information retrieved during weekend or holiday hours. 

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