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 Trainer and Quality Assurance Specialist supports the effectiveness, consistency and integrity of the Long-Term Care Ombudsman Program by developing and delivering training, monitoring program quality, reviewing case and documentation practices and supporting continuous improvement across staff and volunteer operations. This position ensures that local ombudsmen are well prepared to advocate for residents, address complaints, educate consumers and maintain accurate records in compliance with applicable state and federal requirements. The role also strengthens program performance by identifying gaps, recommending improvements and helping maintain high standards in service delivery and resident advocacy. The Trainer and Quality Assurance Specialist is responsible for designing and delivering onboarding and continuing education, supporting the designation processes, reviewing complaint and case documentation, evaluating adherence to policy and procedures, and providing technical assistance to staff and volunteers. This position collaborates with the State Ombudsman, program leadership, local ombudsman staff, and volunteer coordinators to promote consistent practice and ensure that training content reflects current law, policy, and resident rights issues. The specialist may also assist with training needs assessments, curriculum development, documentation audits, field observation, corrective action planning, and preparation of program reports or quality dashboards. Ability to travel to facilities, meetings, and training sites as needed.
- This is a contractual position with limited benefits**
POSITION DUTIES
Training Development and Delivery
- Develop and deliver designation training and onboarding for new staff and volunteers.
- Create annual continuing education and refresher training sessions.
- Train staff and volunteers on resident rights, complaint handling, documentation standards, confidentiality, conflict resolution, communication skills, and advocacy procedures.
- Evaluate training effectiveness through testing, observation, feedback, and follow-up coaching.
- Adjust training methods and materials to meet learner needs and changing program requirements.
- Evaluate training logistics and recommend improvements.
- Draft and update training materials, job aids, checklists, and reference guides.
- Revise curriculum and procedures to reflect changes in law, regulation, and best practice.
- Maintain training records, certification documentation, and quality assurance files.
- Assist in developing internal guidance for consistent program implementation.
- Support the creation of tools and resources that improve staff and volunteer performance.
Quality Assurance and Case Review
- Conduct file audits and quality reviews of case records, complaint logs, and supporting documentation.
- Review case narratives for accuracy, completeness, timeliness, and consistency with program standards.
- Monitor compliance with program procedures, timelines, and reporting requirements.
- Identify patterns in documentation errors, procedural inconsistencies, or recurring service concerns.
- Recommend corrective action, additional training, or process changes when quality gaps are identified.
- Track quality indicators and review trends in training and case handling.
- Prepare summaries, quarterly reports, and other documentation related to audits and performance review.
- Analyze findings to identify strengths, gaps, and opportunities for improvement.
- Share recommendations with leadership to strengthen program operations and service delivery.
- Support data-informed planning for training and quality improvement activities.
- In-person quality assurance visits with local ombudsmen entities and host agencies.
Coaching and Technical Assistance
- Provide one-on-one or small-group coaching to local ombudsmen and volunteers.
- Offer field-based feedback and technical assistance on difficult cases and complex resident concerns.
- Support staff and volunteers in applying program policies, advocacy strategies, and communication techniques.
- Assist with problem-solving and practice improvement when issues arise in facility-level work.
- Serve as a resource for consultation on complaint handling, documentation, and resident rights issues.
Collaboration and Administrative Support
- Participate in team meetings, statewide meetings, planning sessions, and training events.
- Coordinate with program leadership, local ombudsmen, and volunteers as needed.
- Assist with scheduling, documentation, and other administrative tasks related to training and quality assurance.
- Contribute to collaborative efforts that support program consistency and accountability.
- Provide community education and presentations as needed.
Other Duties
- 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
- Candidates may substitute 30 college credit hours from an accredited college or university for each year up to four years of the required experience.
- Candidates may substitute the possession of a Bachelor's degree from an accredited college or university for the required experience.
- Candidates may substitute the possession of a Master's degree from an accredited college or university for the required experience.
- 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
Our preferred candidate will have at least 6 months experience in one or more of the following areas:
Working as a long-term care ombudsman
Experience developing and delivering comprehensive training programs, including creation of on-boarding materials, continuing education, and job aids
Experience working in quality assurance or process improvement, including compliance with state and programmatic policies, monitoring case records, tracking quality indicators, and recommending corrective actions
Experience providing one-on-one coaching, field-based feedback, and technical assistance to staff, particularly in handling complex cases or resolving conflicts
Strong communication, coaching and presentation skills
Working in performance monitoring, auditing or data analysis, including analyzing data trends from case documentation
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
Benefits
Contractual employees who work for an agency and have a current employment contract of 30 or more hours a week (or on average 130 hours per month) will be eligible for subsidized health benefits coverage for themselves and their dependents. View rates on the Department of Budget & Management website, State Employees, Health Benefits, Contractual/Variable rates
Leave
Paid leave will accrue at a rate of one hour for every 30 hours worked
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.
