STATE CLASSIFICATION JOB DESCRIPTION


Salary Group B27

Class No. 3667

OMBUDSMAN VI

GENERAL DESCRIPTION

Performs advanced and/or supervisory (senior-level) mediation work. Work involves overseeing dispute resolution activities; 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. May assign and/or supervise the work of others.  Works under minimal supervision, with extensive latitude for the use of initiative and independent judgment.

EXAMPLES OF WORK PERFORMED

Oversees programs that assist employees or the general public in applying for benefits, hearing preparations, requests for court action, and resolution of grievances or disputes.

Oversees and/or performs complaint investigations, findings, and resolutions; mediates grievances and disputes; and recommends action to resolve the most difficult or exceptional issues.

Oversees the organization and maintenance of documentation and the recording of information on contacts and case actions.

Oversees and provides guidance to staff in the development and integration of new methods, policies, and procedures related to program activities.

Coordinates dispute resolution activities.

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 or the general public; investigates 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. 

Functions as a technical expert for grievances or claims processing and procedures. 

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

Performs community education outreach activities to coordinate and stimulate interest in program services.

Advocates or oversees others who advocate for the rights of residents in facilities.

May plan, assign, and/or supervise the work of others.

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 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; to develop and modify policies and procedures; to communicate effectively; and to assign and/or supervise the work of others.

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

Added 9-1-17