Ombudsman Supervisor - Department of Housing & Community Development

Baltimore City•Baltimore, MD

4d•$62,998 - $100,643•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. The position requires a valid Maryland Class C Noncommercial driver's license or equivalent, and eligibility to obtain a Baltimore City driver's permit. A copy of the valid license must be uploaded with the application; provisional driver's licenses are not accepted. Candidates under final consideration for appointment to a position of trust must complete the required criminal background check and/or fingerprinting. All selected candidates must complete a mandatory six-month probation. This position also requires financial disclosure under the City Ethics Law.

Requirements

Bachelor’s degree from an accredited college or university in social work, business or public administration, media relations, or a closely related field, and four years of experience in advocacy or related work; an equivalent combination of education and experience is accepted.
Valid Maryland Class C Noncommercial driver's license or equivalent driver's license, 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, and in conflict mediation and resolution.
Ability to plan and coordinate a municipal ombudsman program; respond to public concerns with sound judgment and professionalism; conduct investigative interviews and gather evidence; write detailed complaint narratives; maintain confidential files and records; handle sensitive situations with tact and diplomacy; communicate effectively orally and in writing; and supervise personnel.
Submit a copy of a valid driver's license with the application.

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.
Conduct investigative interviews and gather evidence and information according to established procedures.
Respond to public concerns and handle sensitive or tense situations professionally.
Prepare detailed complaint case narrative reports.
Maintain confidential case files and records.