Assistant Ombudsman: Public Service Advocate & Investigator

State-of-Iow; Des Moines (IA); On-site; USD 45,000 - 65,000; Full time

Job summary

The Iowa Office of the Ombudsman is seeking an assistant ombudsman who will be the first point of contact for complaints, triage and analyze issues, and manage a caseload with empathy and precision. This role supports improving interactions with state and local government agencies and may involve in-person, phone, and written communications.

Successful candidates combine analytical thinking with strong communication and teamwork within a structured governmental framework.

Qualifications

• Basic knowledge of the functions and responsibilities of the Iowa Office of Ombudsman.
• Excellent oral and written communication skills.
• Excellent interpersonal skills as applied to interactions with difficult people, other staff, clientele, legislators, and agencies.
• Ability to professionally and compassionately interact with members of the public who may be in distress.
• Ability to investigate, research, interpret, apply, and explain law, rule, and policy of government agencies.
• Ability to ascertain facts through personal contact, observation, and examination of records.
• Ability to enter data and information accurately into the office’s case management system.
• Ability to collect, analyze, and summarize information through research and interviews.
• Knowledge of investigative procedures and fact-finding techniques.
• Ability to negotiate and problem solve to effectively resolve complaints and influence the actions of agencies.
• Ability to conduct investigations of low complexity and prepare basic communications and reports.

Responsibilities

• Process cases received through intake or as assigned by the Ombudsman or designee.
• Exercise appropriate judgment in determining when to pursue or decline a case.
• Appropriately determine what action to take to complete an investigation and formulate case plan.
• Communicate effectively orally and in writing with the public and public officials.
• Enter timely, accurate, and detailed notes into the office’s electronic case management system.
• Organize case files and other assigned tasks to meet deadlines.
• Draft final communication or report at conclusion of investigation.

Skills

Oral and written communication

Interpersonal skills

Compassionate public interaction

Investigate, research, interpret laws

Fact-finding and data gathering

Data entry accuracy

Information analysis and interviews

Investigative procedures knowledge

Negotiation and problem solving

Low-complexity investigations

Education

Bachelor's degree

Job description

The Iowa Office of the Ombudsman is seeking an assistant ombudsman who will be the first point of contact for complaints, triage and analyze issues, and manage a caseload with empathy and precision. This role supports improving interactions with state and local government agencies and may involve in-person, phone, and written communications.

Successful candidates combine analytical thinking with strong communication and teamwork within a structured governmental framework.