Ombudsperson

Position:
Ombudsperson

Supervisor:
Program Director

Status:
Exempt

Overall Responsibility:
The position duties include providing dispassionate and objective assistance to constituents to protect them against unjust treatments and resolve conflicts. The incumbent serves as an advocate for fairness, source of support and information and acts as a liaison between conflicting partners.

Duties & Responsibilities

The below statements are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing of all responsibilities, duties and/or skills required. Other duties may be assigned.

Receive and respond accurately and professionally to escalated internal and external concerns

Interview the parties involved in a dispute and investigate related claims

Address escalated inquiries using negotiation and mediation to reach mutually beneficial agreements between conflicted parties

Recommend courses of action to stakeholders when mutual resolution is not readily accepted, utilizing applicable policies and legislation

Prepare written documentation to include, but not limited to; customer and client responses, internal process memos, and incident reporting

Accurately and thoroughly record all program-related interactions in the PHA system of record

Support the human resources team as a witness on employee relations concerns

Verify and update customer information

Identify and escalate priority issues

Perform data entry into SharePoint, and PHA business system

Obtain certification in Housing Choice Voucher Basics within 120 days of employment

Ensure regular attendance and punctuality

Perform other duties as assigned

Responsibility for Relationships

Internal:
Provide excellent customer service through high levels of confidential communication, quality work, and integrity to co-workers, management and corporate personnel.

External:
Provide excellent customer service through high levels of confidential communication, quality work, and integrity to program participants, owners, prospective participants and owners, and contracted partners.

Supervisor Authority

None

Supervision Provided

Operates under the direct general supervision of a Program Director.

Knowledge and Skills Required

Must be able to communicate with expert precision, both orally and in writing (bilingual fluency in a language in addition to English to include Spanish, Vietnamese, Cantonese, and Russian preferred) to include strong typing and computer skills. With knowledge of Microsoft Office products; possess strong organizational skills required to prioritize tasks and demands and consistently to deliver work product on time.

Education and Experience Required

Bachelor’s Degree; Education equivalent to a four-year degree from a regionally accredited institution in Public Administration, Social Science, pre-law, psychology, or a closely related field preferred; Alternatively, a minimum of four years of progressively responsible work experience for a public agency, or related work in the social service, community service, legal, or healthcare fields.