Registered Nurse

The individual will be responsible for Assisted Living Surveillance with oversight of surveillance of Adult Care Facilities in accordance with State laws, regulations, and codes, as well as the investigation of ACF complaints. They will develop, modify, and implement State health policy regarding the delivery and oversight for residents.

The 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.

This incumbent will be responsible for receiving complaints and triaging them to the appropriate regional office, other 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.

• Must be a Registered Professional Nurse, licensed and currently registered to practice nursing in New York State.
• Must have excellent telephone, listening, and written communication skills.
• Must have a working knowledge of all Microsoft Office products.
• Must have experience with complex data entry systems.
• Must have strong interpersonal, problem solving, decision-making, and time management skills.
• Must have the ability to communicate effectively with all internal and external stakeholders.
• Must be able to effectively interpret laws and regulations governing adult care and assisted living facilities in New York State.

The program 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.

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

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