Complaint Resolution Officer Jobs (NOW HIRING)

Salary commensurate with experience and qualifications

FLSA Status:                     Exempt, Full-time, Monday – Friday, 8:00 a.m. – 4:00 p.m. and as needed
 

Organization:                   Orange Grove Center is committed to supporting people with intellectual and

                                           developmental (IDD) disabilities in their achievement of meaningful, healthy lives.

                                           Our mission is “to recognize, support, and celebrate the qualities of the individual”

                                           and this mission is at the forefront of every organizational decision.

Position Summary:      The Director of Compliance and Training (Director) reports to the Chief Compliance Officer (CCO) and provides leadership, oversight, and guidance for compliance, training, and case management. The Director works within the overall culture of the organization and establishes processes, systems, and monitoring mechanisms to ensure the OGG operates in accordance with all applicable laws, regulations, accreditation standards, contractual obligations, and internal policies. The Director demonstrates and encourages best person-centered practices

Key Responsibilities:

Overview

• Serve as the OGC compliance expert.
• Monitor regulatory compliance and contractual requirements and communicate obligations to applicable parties.
• Establish and analyze performance metrics to identify and implement improvement initiatives.
• Develop and implement strategies that align with Orange Grove’s mission, short-term, and long-term goals.
• Analyze, trend, and present data and initiatives with the Compliance and Case Management team, CCO, and other Orange Grove administrators.
• Ensure quality personnel performance, budgetary oversight, and outcome effectiveness.
• Provide training, consultation, and technical assistance to Compliance and Case Management employees.

Strategic Leadership

• Serve as the primary liaison with regulatory agencies during audits, surveys, investigations, and inspections.
• Monitor changes in applicable regulations and communicate updates to leadership and staff.
• Recommend corrective action plans and monitor implementation.
• Conduct internal compliance reviews, audits, and risk assessments
• Collaborate with department leaders to identify compliance training needs
• Partner with program leadership to improve service coordination and ensure Person-Centered practices.
• Track compliance metrics and prepare reports for executive leadership and the Board of Directors
• Facilitate OGC Human Rights Committee

• Foster a culture of integrity, respect, accountability, and continuous improvement.
• Provide ongoing training and mentoring to employees.
• Demonstrate strategic judgment in hiring, disciplining, and planning.
• Build and strengthen relationships with collaborative partners.
• Develop and monitor annual budget that will support identified services.  
• Schedule and monitor evaluation procedures for employees.

• Approve schedules and timecards of direct employee reports.

Culture and Engagement

• Promote a culture of ethics, integrity, and accountability throughout OGC.
• Serve as liaison with oversight bodies, regulators, and accreditation entities.

Organizational Oversight

• OGC Administrator
• Lead spokesperson for the Compliance and Training Department
• Title VI Compliance
• Complaint Resolution
• PRERT Committee
• Person-Supported Record Management
•  New Hire Orientation Training
• Front-Line Supervisor Training
• CNA Training Program
• Enabling Technology
• Case Management
• POM Training and associated Person-Centered Trainings
• CQL Accreditation Standards
• Human Rights Committee
• Provider Investigations
• Participate in weekly organizational leadership meetings
• Review and input into organizational policy changes

Qualifications:

Required

• Bachelor’s degree
• Minimum of 5 years of supervision experience
• Commitment to ethical leadership, regulatory adherence, and continuous risk management
• Commitment to Person-Centered practices
• Commitment to continuous Quality Improvement
• Strong communication, analytical, and problem-solving skills
• Strong interpersonal, coaching, and leadership skills
• Ability to maintain professionalism, objectivity, and confidentiality
• Ability to interpret complex regulations and translate them into operational practices
• Ability to manage multiple priorities
• Ability to become an Approved State Investigator
• Good overall physical health and personal stamina. A physical examination, including TB skin test or chest x-ray is required prior to employment.
• Fitness to conduct essential duties within the office environment and classroom environment, while conducting periodic travel to community meetings and training courses
• Compliance with Drug Free Workplace policy

Preferred

• Master’s degree in related field
• Approved State Investigator
• Experience with complaint resolution
• Knowledge of laws and regulations related services for adults with IDD
• Experience with licensing, accreditation, or nonprofit regulatory compliance
• Experience working with individuals with IDD
• Knowledge of records management principles
• Excellent organizational skills
• Familiarity with electronic databases and analytic technologies

Compensation and Benefits:

• Competitive salary commensurate with experience
• Health, dental, and vision insurance available
• 401(k) Safe Harbor retirement plan with 4% match
• Paid time off, including vacation, sick leave, and holidays
• Professional development support