Court Executive 1B (Ombudsman)

New Jersey Courts•Mt. Holly, NJ

1d•Hybrid

About The Position

The New Jersey Judiciary, Burlington Vicinage, is seeking a highly motivated manager with exceptional customer service, interpersonal communication skills, and organizational awareness to serve as an Ombudsman for court users. The selected individual will oversee the Court Information and Resource Center and supervise staff. The Ombudsman will be responsible for developing and managing programs designed to promote public trust in the courts, enhancing customer service, providing procedural assistance to self-represented litigants (pro se litigants), educating the public regarding programs and services, and facilitating the resolution of complaints. The Judiciary currently offers a hybrid work schedule, and this position may qualify for up to 2 days of remote work outside of Judiciary buildings. To participate in this program, in addition to installing a multifactor authentication app on your phone or tablet, you will be required to have high speed home internet access.

Requirements

Graduation from an accredited college or university with a bachelor's degree and three years of professional administrative experience, one of which shall have included experience in developing and managing programs designed to promote public trust and enhance customer service procedural assistance; serving as customer service liaison to the public; and/or educating public regarding programs and services and facilitating the resolution of complaints.
Applicants who do not possess the required education may substitute additional professional experience on a year-for-year basis with one year of such experience being equal to 30 semester hour credits.
An associate's degree and two years of additional professional experience may be substituted for the required bachelor's degree.
A master's degree may be substituted for one year of experience as indicated above -OR- a law degree may be substituted for two years of experience as indicated above.
Regular and predictable physical presence at the worksite is an essential function of this position.

Nice To Haves

Experience with Family and Civil part processes, court rules, and/or graduation from an accredited law school preferred, but not required.
Proficiency in Microsoft Office is desired.

Responsibilities

Assist court users, including pro se litigants, by explaining court operations, processes, procedures and providing resource materials.
Respond to complaints by providing information, assistance or guidance and, as appropriate, referring the court user to an appropriate court division for resolution.
Serve as the vicinage information and customer liaison with the public.
Develop cooperative working relationships with vicinage management and staff to ensure overall quality customer service to court users, and with community partners.
Develop and coordinate public information initiatives, court tours, and community outreach seminars and clinics, student education and Law Day programs.
Plan, implement, and participate in special projects and programs.
Maintain a resource library including lists of state and local social services agencies and lawyer referral services for the use of court customers.
Document complaints and monitoring resolutions.
Maintain and analyze statistics, such as court user contacts and customer satisfaction survey results and prepare all required reports.
Recommend to the Assignment Judge and/or Trial Court Administrator improvements in court services to the public, the operations of the Ombudsman's office, and public information activities.
Represent the vicinage on statewide and local committees including the Vicinage Advisory Committee on Diversity, Inclusion, and Community Engagement.
Serve as Chair for the Vicinage Quality Service Committee.
Train vicinage staff on topics including customer service sensitivity and the role of the Ombudsman.
Participate in the development of brochures and other informational materials.
Perform other duties as required.