Ombudsman - Department of Housing & Community Development

Baltimore City•Baltimore, MD

4d•$55,012 - $87,968

About The Position

The Ombudsman receives, investigates, and resolves complaints from or on behalf of residents of public housing in Baltimore City. The role has no supervisory duties or responsibilities and receives general supervision from an administrative superior. Employees work a conventional workweek that may include occasional evening work, and the position 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.
Two years of experience in advocacy or related work, unless qualifying through an equivalent combination of education and experience.
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 acceptable.
Knowledge of applicable state and local laws and regulations pertaining to public housing.
Knowledge of the general operations and procedures of a public housing agency 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 respond to public concerns and act responsibly and professionally.
Ability to provide complete and accurate information on the application and, if required, complete supplemental questions.
Must complete a mandatory six-month probation period if selected.
Must complete a Financial Disclosure pursuant to Sections 7-7, 7-8, and 7-9 of the City Ethics Law.

Responsibilities

Receive, investigate, and resolve complaints from or on behalf of public housing residents.
Conduct investigative interviews and gather evidence and information in accordance with established procedures.
Respond to public concerns and exercise sound judgment in differing circumstances.
Write detailed reports.
Maintain confidential case files and records.
Handle sensitive and tense situations calmly, tactfully, and diplomatically.