Ombudsman Supervisor - Department of Housing & Community Development

City of Baltimore•Benton, AR

2d•Onsite

About The Position

The Ombudsman Supervisor plans and coordinates a program that receives, investigates, and resolves complaints from or on behalf of residents of public housing in Baltimore City. The role supervises Housing and Community Development ombudsman personnel and receives general supervision from an administrative superior. The position works a conventional workweek that may include occasional evening work. Work is performed both in an office and on-site at public housing locations, and requires minimal physical exertion.

Requirements

Bachelor’s degree from an accredited college or university in social work, business or public administration, media relations, or a closely related field, or an equivalent combination of education and experience.
Four years of experience in advocacy or related work, or an equivalent combination of education and experience.
Valid Maryland Class C Noncommercial driver’s license or equivalent, and eligibility to obtain a Baltimore City driver’s permit. Provisional driver’s licenses are not accepted.
Knowledge of applicable state and local laws and regulations pertaining to public housing.
Knowledge of public housing agency operations and procedures, and DHCD practices, policies, and procedures.
Knowledge of Baltimore City neighborhood geography and demographics, and how program services can be targeted to eligible residents.
Skill in conducting investigations and interviews.
Skill in conflict mediation and resolution.
Ability to communicate effectively orally and in writing.
Supervisory ability.

Responsibilities

Plan and coordinate the municipal ombudsman program.
Supervise Housing and Community Development ombudsman personnel.
Receive, investigate, and resolve complaints from or on behalf of public housing residents.
Respond to public concerns and exercise sound judgment in differing circumstances.
Conduct investigative interviews and gather evidence and information according to established procedures.
Write detailed complaint case narrative reports.
Maintain a large volume of confidential case files and records.
Handle sensitive and tense situations with calm, tact, and diplomacy.