ASSISTANT OMBUDSMAN

Arizona Department of Administration•Phoenix, AZ

5d•$43,981 - $61,269•Hybrid

About The Position

The Department of Economic Security, Office of the Director, is seeking an experienced and highly motivated professional to join our team as an Assistant Ombudsman. The Office of the Ombudsman is a unique and one-of-a-kind office within DES. The Assistant Ombudsman is responsible for handling concerns and issues on behalf of the Director in an informal, confidential, neutral and non-partisan manner. They encounter situations where no clear criteria or standard exists and must use their analytical skills to make a sound and fair recommendation. The Assistant Ombudsman must look at all sides of an issue and have the expertise to independently determine the best resolution and the mediating skills to help all parties toward that resolution. The Assistant Ombudsman is authorized to facilitate mediations in an effort to prevent escalation of problems that have a negative impact on service to DES customers. In addition, the Assistant Ombudsman investigates complaints, interprets and recommends changes to policy, drafts reports and recommends resolution on behalf of the Ombudsman and DES Director. This position may offer the ability to work remotely within Arizona based upon the department's needs and continual meetings of expected performance measures. The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, commissions, many State employees participate in the State's Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Requirements

Knowledge of English Language
Knowledge of Law and Government
Knowledge of Customer Service
Knowledge of Clerical
Knowledge of Administration and Management
Skills In Monitoring
Skills In Active Listening
Skills In Speaking
Skills In Critical Thinking
Skills In Reading Comprehension
Skills In Social Perceptiveness
Skills In Judgment and Decision Making
Skills In Time Management
Skills In Complex Problem Solving
Ability to Deductive and Inductive Reasoning
Ability to Speech Clarity
Ability to Written and Oral Comprehension and Expression
Ability to Problem Sensitivity
Certification in Facilitative Mediation or at least two years’ experience in conflict resolution, Mental Health First Aide
Driver’s License Requirements. Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate driver’s license, complete all required training, and successfully pass all necessary driver’s license record checks. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records, and must complete all required driver training. An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R2-10-207.11).
Successfully pass background and reference checks; employment is contingent upon completion of the above-mentioned process and the agency’s ability to reasonably accommodate any restrictions.
All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Responsibilities

Acts as the information source and responds to and resolves statewide internal and external complaints and concerns that are presented to the DES Director’s Office, Governor's Office, AZ Ombudsman Citizens' Aide, and Legislators from everyone including customers, other state entities, and out of state inquiries.
Manage all complaints sent to the Division Client Advocates and ensure accuracy, timeliness, appropriate handling, and processes were followed.
Represent the Voice of the Customer (VOC) based on customer feedback received through the Ombudsman's Office when assisting Divisions on improvement projects.
Makes recommendations to improve training, policy and procedures. Helps draft and review policy and procedures. Offers suggestions for changes or revisions of existing policy.
Researches and analyzes trends and the impact of policy on customers and the community in order to respond to high level requests for research and reviews from Assistant Directors and Administrators. Reports monthly to the Executive Leadership Team on trends, issues and concerns within DES, the communities and the state.
Attends monthly meetings with divisional client advocates to discuss current processes, learn best practices, ideas for continuous improvements, and cost-effective improvements.
Attends trainings for the DES divisional systems and is considered the Subject Matter Expert (SME) for the Ombudsman team on various systems.

Benefits

Affordable medical, dental, life, and short-term disability insurance plans
Participation in the Arizona State Retirement System (ASRS) and long-term disability plans
10 paid holidays per year
Paid vacation and sick time
Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child
Deferred compensation plan
Wellness plans
Tuition Reimbursement
Stipend Opportunities
Infant at Work Program
Rideshare and Public Transit Subsidy
Career Advancement & Employee Development Opportunities