Ombudsman - Department of Housing & Community Development

City of Baltimore•Benton, AR

About The Position

An 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. The position requires knowledge of applicable State and local laws and regulations pertaining to public housing; public housing agency operations and procedures; DHCD practices, policies, and procedures; and the geography and demographics of Baltimore City neighborhoods. The Ombudsman conducts investigations and interviews, mediates and resolves conflicts, responds to public concerns, gathers evidence and information, prepares detailed reports, maintains confidential case files and records, and handles sensitive situations with calm, tact, and diplomacy. The role requires a bachelor’s degree in social work, business or public administration, media relations, or a closely related field, plus two years of advocacy or related experience, or an equivalent combination of education and experience. A valid Maryland Class C Noncommercial driver’s license or equivalent, and eligibility to obtain a Baltimore City driver’s permit, are required. A copy of the valid driver’s license must be uploaded with the application; provisional licenses are not accepted.

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, or 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 accepted.
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, exercise sound judgment, and act responsibly and professionally.
Ability to conduct investigative interviews and gather evidence and information consistent with established procedures.
Ability to write detailed reports and maintain confidential case files and records.
Ability to handle sensitive and tense situations with calm, tact, and diplomacy.
Must complete a mandatory six-month probationary period if selected.
Candidates under final consideration for appointment to a position of trust must successfully complete the required criminal background check and/or fingerprinting.
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 in Baltimore City.
Conduct investigative interviews and gather evidence and information in accordance with established procedures.
Mediate and resolve conflicts.
Respond to public concerns and exercise sound judgment in differing circumstances.
Prepare detailed reports.
Maintain confidential case files and records.
Handle sensitive and tense situations with calm, tact, and diplomacy.