Salary Group B21

Class No. 3663



Performs complex (journey-level) mediation work. Work involves performing dispute resolution activities; assisting employees or the general public in resolving situations such as filing claims, obtaining or disputing benefits, or resolving grievances; preparing participants for conferences, hearings, and proceedings; and investigating complaints.  May train others. Works under general supervision, with moderate latitude for the use of initiative and independent judgment.


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

Coordinates and/or 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 information and assistance to employees, residents of facilities, or the general public; investigates and resolves complaints; and communicates with various groups on behalf of the individuals with a grievance, dispute, or claim.

Provides input in the updating of procedures, practices, and policies for publication by the agency. 

Provides assistance to employees or the general public in applying for benefits, preparing for hearings, responding to requests for court action, and resolving disability determination disputes.

Contacts affected parties, explains ombudsman services, and explains rights and responsibilities.

Records information on contacts and case actions in applicable systems.

Reviews and organizes supporting documentation to determine whether applicable information has been received.

Organizes documentation and records information on contacts and case actions.

Advocates for the rights of residents in facilities.

Resolves or mediates various types of grievances, disputes, or claims.

Assists in the coordination of workflow with staff to ensure effective delivery of services.

May recommend final action.

Performs related work as assigned.


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 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