7/1/86 A

This class manages a statewide client rights program for a large state agency that has subordinate client rights advisors in several locations throughout the state.

Complexity of Work: Performs work of considerable difficulty requiring the analyzing of various factors in order to plan, develop and coordinate the client rights program including complaint procedures and mechanisms for the prevention of client rights violations. Establishes standards for the program. Develops reporting systems to keep abreast of statewide activity and keep top agency management informed of significant problems or trends. Evaluates the quality and effectiveness of the client rights program in the various institutions and regions. Assesses the need for developing and delivering training programs on a statewide basis. Serves as chief advisor to agency management on client rights issues. Recommends establishing or changing agency-wide policies affecting clients’ rights. May serve as principal mediator in large-scale disputes or in particularly sensitive client rights violation allegations.

Supervision Given: Supervises a staff of Human Resources Developers located in various institutions or regions throughout the state performing work of a complex nature involving activities guaranteeing that client rights and advocacy programs are in compliance with policies, rules and regulations.

Supervision Received: Works under the general direction of an agency head by planning and carrying out assignments and resolving most conflicts. Completed work is reviewed in terms of meeting expected results.

Scope: The scope of activities will affect the statewide advocacy program and a wide range of other agency activities.

Impact of Actions: Work involves dealing with a variety of problems, questions, or situations and assessing program effectiveness which will have an effect on the human rights of clients. Negative results may be costly in terms of adverse publicity and legal suits.

Personal Contacts: Communicates frequently with individuals inside and outside of the agency on issues affecting the rights and standards of care and treatment of clients. Sensitive issues are discussed on matters that affect decisions made by the agency and clients. Personal contacts include agency top managers, other government officials, media, Attorney General’s Office and advocacy groups.

Knowledge: Comprehensive knowledge of all laws and agency regulations affecting the client group served and their interpretation and application. Considerable knowledge of program design and evaluation techniques.

Skills: None identified for this class.

Abilities: Demonstrated ability to train and supervise a staff located throughout the state; manage a statewide program; negotiate and mediate issues; assess the need for, develop and deliver training programs; work effectively with agency management, employees, clients, local officials and external groups such as state and local human rights committees.

QUALIFICATIONS GUIDE*

Licenses or Certificates: None.

Education or Training: Graduation from a college or university with major course work in social or behavioral sciences or a related human services field.

Level and Type of Experience: Experience in a client rights program.

An equivalent combination of training and experience indicating possession of the preceding knowledge and abilities may substitute for this training and experience.

This class was previously titled Corrections Inmate Grievance Program Manager