Ombudsperson

Requirements

MOS Code: None

Education and Experience : Bachelor's Degree or higher in Business or Public Administration or related field, and four (4) years of professional experience in complaint investigation and resolution which involved applying departmental standard operating procedures, municipal ordinances, civil service rules, State laws, and/or Federal laws.

Licenses and Certificates : Valid Texas Class "C" driver's license or equivalent from another state by date of appointment.

General Purpose

Under direction, manage customer relation matters within the assigned department.

Typical Duties

Oversee complaints or disputes to ensure the effective operation of the department. Involves: Coordinate with city departments and outside agencies to maintain efficient and effective progress toward achieving the goals and objectives. Meet with individuals from the department and outside parties to provide rulings and interpretations on departmental, municipal, state, and federal issues. Act as a direct contact for the department’s processes.

Receive and resolve complaints from residents, businesses, and other organizations concerning procedures, regulations, policies, or service quality issues. Involves: Review and process assigned cases. Meet with complainants to ascertain areas of concern. Interpret and explain laws, municipal codes, rules, and regulations to the public. Research and analyze necessary codes, policies, and procedures to formulate responses. Confer with supervisor to obtain guidance, as necessary. Mediate resolution between complainant and department and recommend appropriate action. Recommend amendments, modifications, and clarification of departmental procedures, regulations, and policies to the supervisor. Refer difficult or unprecedented cases that may necessitate deviation from general policies to the supervisor for guidance or disposition. Track the outcome of complainant cases.

Analyze operating procedures to devise efficient and effective methods of accomplishing work and improving customer service. Involves: Plan study of work problems and procedures such as organizational change, communications, and information flow or cost analysis. Gather and organize information on problems or procedures including composing and conducting written and phone surveys. Analyze data gathered using statistical methods. Develop solutions and alternate methods of proceeding, organizing, and documenting study findings and preparing recommendations for implementing new systems, procedures, or organizational changes. Monitor the effectiveness of improvements to ensure functional systems are applied and functioning as designed.

Supervise assigned personnel. Involves: Schedule, assign, instruct, guide, and check work. Appraise employee performance. Provide for training and development. Enforce personnel rules and regulations and work behavior standards firmly and impartially. Counsel, motivate, and maintain harmony. Interview applicants. Recommend hiring, termination, transfers, discipline, or other employee status changes.

General Information

For complete job specification, click here .

Note: This is an unclassified, contract position.

Note: Applicants with a foreign degree must have all relevant documents translated and evaluated by a College, University, or Credentials Evaluation Services Department prior to submitting them to the Human Resources Department.

Note: Applicants are encouraged to apply immediately. This position will close when a preset number of qualified applications have been received.

A résumé and/or other documents will not be accepted in lieu of a completed application. Comments such as “See résumé” are not acceptable and will result in the application being considered incomplete.

To qualify for this position, the required education, experience, knowledge, and skills must be clearly stated on your application’s employment history. We do not use any information on your resume to review if you meet the minimum qualifications for this position.

Failure to fully detail all experience and job duties in the application, or copying/pasting directly from the job specification, or responses referring to your résumé will eliminate you from consideration for the position.

Determined by agreement

Closing Date/Time: 7/9/2024 11:59 PM Mountain