STATE CLASSIFICATION JOB DESCRIPTION


Salary Group B15

Class No. 3659

ASSOCIATE OMBUDSMAN

GENERAL DESCRIPTION

Performs entry-level mediation work. Work involves assisting employees or the general public in resolving conflicts and problematic issues or concerns in situations such as filing claims, obtaining or disputing benefits, or resolving grievances; preparing participants for conferences, hearings, and proceedings; and investigating complaints. Works under close supervision, with minimal latitude for the use of initiative and independent judgment.

EXAMPLES OF WORK PERFORMED

Advises on and explains relevant state and federal rules, regulations, programs, and procedures to employees or the general public.

Consults with proceedings support and other involved parties to ensure effective scheduling of cases and preparatory interviews. 

Consults with various groups on issues and procedures concerning conferences, hearings, and arbitration proceedings.

Facilitates the sharing of information among various parties involved in a grievance, dispute, or claim.

Provides assistance in filing grievances or claims; and tracks and provides information on grievance or claim status.

Provides information and assistance to employees or the general public; examines details of cases or complaints; and communicates with various groups on behalf of the individuals with a grievance, dispute, or claim.

Assists employees or the general public in applying for benefits, preparing for hearings and presenting cases, responding to requests for information, and resolving disability determination disputes.

Assists employees or the general public in appealing adverse rulings or responding to appeals.

Assists with gathering and organizing supporting documentation. 

Assists in resolving or mediating various types of grievances, disputes, or claims.

May participate in pre-hearing review conferences, mediation, and contested case hearings.

May assist in advocating for the rights of residents in facilities.

Performs related work as assigned.

GENERAL QUALIFICATION GUIDELINES

Experience and Education

Experience in claims management, insurance, social work, workers’ compensation, counseling, mediation, or dispute resolution work. Graduation from an accredited four-year college or university with major coursework in business administration, psychology, sociology, or a related field is generally preferred. Experience and education may be substituted for one another.

Knowledge, Skills, and Abilities

Knowledge of pertinent laws and regulations and of customer service practices or dispute resolution.

Skill in conducting investigations, in mediation and dispute resolution, in the use of a computer and office equipment, and in the use of interpersonal techniques.

Ability to analyze and prepare documents, reports, and correspondence; to investigate complaints; to recognize problems and identify and facilitate solutions; and to communicate effectively.

Registration, Certification, or Licensure

May be required to obtain an adjuster’s license by the Texas Department of Insurance and maintain the license in good standing.


State Auditor’s Office

Revised 9-1-17