Citizen Advocate & Ombudsman Assistant

Iowa National Guard; Des Moines (IA); On-site; USD 45,000 - 65,000; Full time

Job summary

The Iowa Ombudsman’s Office seeks an assistant ombudsman to be the first contact for residents calling or writing with complaints. You will triage, analyze issues, determine actions or escalation, and manage a caseload with careful notes in the case management system.

Ideal candidates are analytical and empathetic, able to work independently or with others. Experience in public administration, investigations, or related fields is valued; strong communication and interviewing skills are

Qualifications

• Analytical and empathetic; able to work independently and collaboratively.
• Experience in HHS/child welfare preferred; others in public administration, investigations, or related fields welcomed.
• Strong interview and active listening skills.

Responsibilities

• Process cases received through intake or as assigned by the Ombudsman or designee.
• Triage and analyze complaints to clearly identify issues and determine resolution or escalation.
• Manage a caseload of files, organize case files to meet deadlines, and enter timely notes into the case management system.
• Draft final communications or reports at conclusion of investigations.
• Communicate effectively with the public and public officials in oral and written form.

Skills

Communication skills

Interpersonal skills

Empathy

Investigation

Data entry

Research & analysis

Gov't processes knowledge

Education

Bachelor’s degree or equivalent experience

Job description

The Iowa Ombudsman’s Office seeks an assistant ombudsman to be the first contact for residents calling or writing with complaints. You will triage, analyze issues, determine actions or escalation, and manage a caseload with careful notes in the case management system.

Ideal candidates are analytical and empathetic, able to work independently or with others. Experience in public administration, investigations, or related fields is valued; strong communication and interviewing skills are