Volunteer Internal Ombudsman Jobs (NOW HIRING)

Introduction
The Maryland Department of Aging helps establish Maryland as an attractive location for all older adults through vibrant communities and supportive services that offer the opportunity to live healthy and meaningful lives. Through action, investment, leadership, and reform, the Department will create a society in which all older Marylanders can lead lives that are healthy, financially secure, socially connected, and purposeful throughout their full lifespan.
GRADE
16
LOCATION OF POSITION
36 S. Charles St.,
Baltimore, MD 21201
Main Purpose of Job
The Volunteer Recruitment and Retention Specialist is responsible for building and sustaining a strong designated volunteer ombudsman workforce for the Long-Term Care Ombudsman Program. This position leads recruitment, onboarding, retention, training coordination, volunteer engagement, and quality assurance activities that help ensure volunteers are prepared, supported, and effective in advocating for residents of long-term care facilities. The role works closely with program leadership and local ombudsmen to strengthen volunteer participation, improve volunteer performance, and maintain consistent standards of service. This position develops and implements strategies to recruit qualified volunteers, retain active volunteers, support volunteer satisfaction, and monitor the quality of volunteer ombudsman work. The specialist helps ensure that volunteers receive the training, supervision, feedback, and tools needed to carry out their responsibilities, including regular facility visits which will require travel throughout the State of MD, resident advocacy, complaint assistance, and reporting. The position also tracks recruitment and retention trends, identifies barriers to engagement, and recommends improvements to strengthen the volunteer program over time. This will require strong writing and documentation skills.
**This is a contractual position with limited benefits**
POSITION DUTIES
• Develop and implement recruitment strategies to attract qualified volunteer ombudsmen.
• Create outreach materials, presentations, and marketing campaigns for volunteer recruitment.
• Build relationships with community organizations, senior centers, faith communities, civic groups, universities, and other recruitment partners.
• Represent the program at community events, volunteer fairs, and public education opportunities.
• Identify target audiences and recruitment channels to increase awareness of volunteer opportunities.
• Develop retention strategies to support volunteer satisfaction and long-term commitment.
• Coordinate recognition, appreciation, and engagement activities for volunteers.
• Maintain regular contact with volunteers to identify concerns, barriers, and support needs.
• Assist in resolving volunteer participation issues and work with local ombudsmen to keep volunteers active and connected.
• Monitor turnover trends and recommend actions to improve retention and volunteer experience.
• Coordinate orientation, initial designation training, and continuing education for volunteer ombudsmen.
• Ensure training curriculum reflects current program requirements, resident rights, complaint processes, confidentiality standards, and reporting expectations.
• Schedule trainers, mentors, field experiences, and make-up sessions as needed.
• Track training completion, designation status, and ongoing education requirements.
• Provide direct training or co-facilitation as appropriate to support volunteer readiness and consistency.
• Monitor volunteer activity, reporting, and case documentation for quality and consistency.
• Review volunteer submissions to ensure they meet program expectations and reporting standards.
• Coordinate with local ombudsmen to provide feedback, coaching, and corrective support when issues are identified.
• Observe volunteer practice in the field as needed to assess readiness, communication, and adherence to program procedures.
• Identify recurring training gaps or performance issues and recommend corrective action or additional support.
Program Administration, Data Tracking, and Reporting.
• Maintain volunteer records, contact lists, certification files, training logs, and retention data.
• Track recruitment outcomes, retention rates, training completion, and volunteer participation.
• Prepare reports, summaries, and trend analyses related to volunteer activity and program performance.
• Support documentation needed for internal monitoring, state reporting, and program planning.
• Assist with scheduling, communications, and administrative coordination related to volunteer management.
Collaboration, Events, and Special Projects
• Collaborate with the State Ombudsman, local ombudsmen, trainers, and volunteer coordinators.
• Support statewide and local planning efforts related to volunteer development.
• Assist with volunteer appreciation events, recognition activities, and public awareness campaigns.
• Participate in special projects that strengthen volunteer engagement, training, or outreach.
• Other duties as assigned by the Secretary, Deputy Secretary, Assistant Secretaries, Chief of Staff, or Supervisor. This position may require site visits to network and partner sites across Maryland.
MINIMUM QUALIFICATIONS
Education: Graduation from an accredited high school or possession of a high school equivalency certificate.
Experience: Four years of administrative staff or professional work.
Notes:
1. Candidates may substitute 30 college credit hours from an accredited college or university for each year up to four years of the required experience.
2. Candidates may substitute the possession of a Bachelor's degree from an accredited college or university for the required experience.
3. Candidates may substitute the possession of a Master's degree from an accredited college or university for the required experience.
4. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work related to the administration of rules, regulations, policy, procedures and processes, or overseeing or coordinating unit operations or functioning as a staff assistant to a higher ranking commissioned officer on a year-for- year basis for the required experience.
DESIRED OR PREFERRED QUALIFICATIONS
• Experience working as a long-term care ombudsman.
• Experience designing and implementing volunteer recruitment strategies, tracking turnover trends, and executing retention initiatives to enhance volunteer engagement and satisfaction.
• Experience developing, coordinating, and delivering volunteer orientations, trainings, and continuing education programs.
• Experience coordinating and developing outreach presentations, events, marketing materials, or community engagement efforts.
• Experience building relationships with community organizations.
LICENSES, REGISTRATIONS AND CERTIFICATIONS
Employees in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator's license valid in the State of Maryland.
SELECTION PROCESS
Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the eligible (employment) list for at least one year.
EXAMINATION PROCESS
The assessment may consist of a rating of your education, training, and experience related to the requirements of the position. It is important that you provide complete and accurate information on your application. Please report all experience and education that is related to this position.
BENEFITS
Contractual employees who work for an agency covered under the State Employee and Retiree Health and Welfare Benefits Program, have a current employment contract and work 30 or more hours a week (or on average 130 hours per month) may be eligible for subsidized health benefits coverage for themselves and their dependents. As a contractual employee, you will be responsible for paying 25% of the premiums for your medical and prescription coverage, including any eligible dependents you have enrolled. The State of Maryland will subsidize the remaining 75% of the cost for these benefits. You can also elect to enroll in dental coverage, accidental death and dismemberment insurance, and life insurance, but will be responsible to pay the full premium for these benefits.
Leave may be granted to a contractual employee at a rate of one hour for every 30 hours worked, not to exceed 40 hours per calendar year.
FURTHER INSTRUCTIONS
Online applications are highly recommended. However, if you are unable to apply online, the paper application and supplemental questionnaire may be submitted to: Department of Budget and Management, Recruitment and Examination Division, 301 W. Preston St., Baltimore, MD 21201. Paper application materials must be received in our office by the closing date for the recruitment. No postmarks will be accepted.
For questions regarding this recruitment, please contact the DBM Recruitment and Examination Division at Application.Help@maryland.gov or 410-767-4850, MD TTY Relay Service 1-800-735-2258.
We thank our Veterans for their service to our country.
People with disabilities and bilingual candidates are encouraged to apply.
As an equal opportunity employer, Maryland is committed to recruitment, retaining and promoting employees who are reflective of the State's diversity.