Intake Coordinator (Coordinator I)

City of Portland • 1221 SW 4th Ave, OR

5d • Hybrid

About The Position

The Auditor’s Office is seeking a thoughtful, service-oriented Intake Coordinator to help community members access Ombudsman services and navigate concerns about City government. Based in the Ombudsman’s Office, this position tracks incoming inquiries, supports complaint intake and referrals, maintains case information, and assists with communications and outreach. The coordinator also provides officewide customer service for the Auditor’s Office. This position is new to the Auditor’s Office and has initially been created as a limited term, 2-year position with the intent to make it a permanent position. The Auditor is an elected position, independent of City Council and accountable only to the public. The Auditor’s Office ensures open and accountable government by providing impartial reviews and investigations, access to public information, and services to City government and the public. It employs nearly 50 people across seven divisions. This position reports directly to the City Ombudsman and supports a team that investigates and informally resolves complaints about City services and promotes fairness, equity, and accountability in City government. Working within established guidelines, the coordinator conducts complaint intake, assists with straightforward complaint resolution or referral, and provides administrative, outreach/communications, and research support. The position refers complaints requiring evaluation or investigation to the Ombudsman team.

Requirements

• Experience providing efficient and compassionate customer service, assisting with intake or referrals, or helping people navigate services and resolve concerns, including individuals in distress
• Expertise in culturally competent, cross-cultural, and accessible communication
• Sound judgment in following established guidelines, protecting confidential information, and recognizing when to seek guidance
• Strong organizational skills and attention to detail in maintaining records, coordinating activities, and managing competing tasks
• The ability to draft, proofread, and format clear, accessible communications and learn tools such as Salesforce and GovDelivery
• A collaborative approach to supporting colleagues, gathering information, and working with community partners
• A commitment to government accountability and transparency
• Course work from an accredited college or university in communication, marketing, business administration, public administration, or field related to organizational unit or Auditor’s Office
• One (1) year of experience providing customer service, coordinating intake or referrals, or supporting programs through communications, research, outreach, or administrative coordination in a public agency or customer service-related setting

Nice To Haves

• Three (3) or more years of public-facing customer service experience involving direct assistance with complaints, referrals, or navigating services in a public agency, nonprofit, or community-based organization
• Experience directly assisting members of systemically excluded communities in accessing services, including addressing barriers such as those related to language, disability, income, or distrust of government
• Experience supporting community engagement and outreach, including efforts to build relationships with community-based organizations or to raise awareness of services among systemically excluded communities

Responsibilities

• Tracking incoming complaints
• Conducting complaint intake interviews, documenting concerns, and explaining Ombudsman services and procedures
• Assisting with straightforward complaint resolution or referral within established guidelines and forwarding complaints requiring further evaluation to the Ombudsman team
• Maintaining accurate case records in Salesforce and obtaining case data for analysis and reporting
• Answering the Auditor’s Office main phone line and shared email inboxes, responding to routine questions, and connecting people with appropriate services
• Identifying opportunities for and supporting community outreach to increase awareness of and access to Ombudsman services
• Drafting communications, formatting and proofreading reports, and supporting officewide newsletters and email communications
• Coordinating meetings, calendars, and event logistics
• Researching information to support team investigations or to support process improvements for the ombudsman function

Benefits

• medical, dental, vision, basic life, and long-term disability coverage
• flexible spending accounts
• supplemental life insurance
• employee assistance program coverage
• Oregon Public Employee Retirement System (PERS)
• Language pay differential

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree