Early Resolution Ombuds 1
State of Washington
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Benefits offered by this job
Job summary
Office of Corrections Ombuds (OCO) in Washington state is seeking a detail-oriented investigator to lead complaint investigations from incarcerated individuals and their families. You will manage intake, draft reports, and coordinate with DOC staff to ensure accurate resolutions while upholding confidentiality and equity.
The role blends fieldwork with office duties in a hybrid setup. You will investigate cases, document outcomes, and engage in negotiations to reach resolutions.
Qualifications
- Knowledge of investigative and fact-finding principles to gather and analyze information.
- Strong written and verbal communication tailored to diverse audiences.
- Working knowledge of confidentiality and information management.
- Experience with conflict resolution to facilitate resolutions.
- Ability to assess complex situations and exercise sound judgment.
- Clear, accurate written documentation and case notes.
- Organize multiple priorities and meet deadlines.
- Experience with computer applications and electronic case management systems.
- Ability to build productive relationships with diverse individuals.
- Commitment to equity, inclusion, and public service.
- Desire to learn, grow, and improve government programs.
Responsibilities
- Investigate complaints from incarcerated individuals and evaluate jurisdiction and urgency.
- Gather, analyze, document, and securely maintain evidence within confidential systems.
- Coordinate time-sensitive video, audio, and surveillance evidence for investigations.
- Consult with DOC staff and complainants in fact-finding conferences.
- Evaluate investigations and ruler on policy compliance and standards.
- Lead on on-site facility visits to communicate with complainants and staff.
- Prepare comprehensive case documentation and reporting for metrics.
- Draft professional correspondence and official documents.
- Engage in dispute resolution and negotiations with DOC employees.
- Receive and document complaints via hotline, mail, email, or in person.
- Escalate complex issues to management with timely analysis and recommendations.
- Maintain confidential case management records and ensure privacy compliance.
Skills
Tools
Job description
Please note: The starting salary offer will be determined based on the successful candidates’ qualifications within the budgeted salary range of $55,000 - $65,000 annually. However, there is the potential for longevity, growth, and salary progression for the individual once employed.
This role is a Hybrid position with 2 work-from-home days and 3 in-office days. During the training period, the candidate selected will be in the office until the training period is completed and then will begin a hybrid work schedule.
The candidate selected for this role must be at least 21 years of age as well as maintain a valid Washington State driver’s license.
At the Office of the Corrections Ombuds (OCO), we are driven by a powerful mission: to create a more humane, transparent, and equitable Washington Corrections system. As an independent and impartial agency established by the Legislature, we are committed to advocating for incarcerated individuals, resolving conflicts, and fostering systemic improvements within the Department of Corrections (DOC). Our vision is to empower those impacted by incarceration to raise their concerns, reduce harm, and influence positive change across the system.
Our work is rooted in the belief that everyone deserves to be treated with dignity and respect. We provide crucial information to incarcerated individuals and their families, raising awareness about their rights and responsibilities, and ensuring that our services are equitable and inclusive. Diversity and lived experience are at the heart of our mission as we work to build a corrections system that serves everyone fairly.
The Office of Corrections (OCO) is a dynamic and impartial team within the Governor’s Office that plays a vital role in protecting the health, safety, welfare, and rights of incarcerated individuals. Our mission is to ensure every incarcerated person and their family have access to clear, accurate information, to elevate public understanding of the corrections system, and to spotlight critical issues that help guide action from the Governor and Legislature. We work to ensure corrections facilities across the state meet the highest standards of care, safety, and compliance.
In this position, you will help empower incarcerated individuals and their families by providing essential information and guidance. You will raise public awareness about the rights and responsibilities of incarcerated persons, identify systemwide issues that need attention, and support statewide efforts to maintain consistency with laws, policies, and corrections standards.
You will take the lead on investigating cases brought to the OCO, managing and entering complaints received through the OCO hotline, and supporting individuals who reach out by mail, email, or in person. You will draft professional letters, reports, and communications for a variety of audiences. This role is both collaborative and public-facing, working closely with incarcerated individuals, families, and Department of Corrections staff. Success in this position calls for exceptional diplomacy, strong communication skills, and a passion for meaningful public service.
- Resolve complaints from and about the individuals incarcerated in DOC facilities.
- Assess incoming complaints to determine urgency, jurisdiction, and appropriate investigative response.
- Conduct independent investigations into allegations involving incarcerated individuals and DOC operations.
- Gather, analyze, review, document, and securely maintain documentary evidence from the DOC’s systems within confidential OCO systems
- Coordinate and obtain time-sensitive video, photo, audio surveillance, recordings evidence critical to investigations from the DOC
- Consult with employees of the DOC and complainants in separate fact-finding conferences as necessary
- Evaluate DOC investigations, disciplinary hearings, and official reports to assess compliance with policy, procedures, and applicable standards.
- Participate in on-site facilityvisitsasdirectedbytheOCODirectortocommunicatein-persontocomplainants, assess concerns, and collaborate with employees of the DOC to facilitate issue resolution.
- Prepare accurate, comprehensive case documentation to support reporting requirements, performance metrics for the purposes of creating externally reportable outcomes.
- Participate in internal OCO meetings and collaborate in external meetings with DOC and/or stakeholders
- Maintain confidential OCO records, case management system information, and draft other official documents as needed
- Escalate complex, high-risk, or emerging issues to management, providing timely analysis and recommendations for appropriate action.
- Document all communications, negotiations, and case actions with the DOC staff in accordance with OCO policies and confidential case management systems requirements.
- Draft clear, professional correspondence to complainants explaining case outcomes, the results of an investigation, and the negotiated resolutions.
- Engage in dispute resolution and/or negotiations with employees of the DOC to reach mutually agreed-upon outcomes.
- Facilitate methods of resolution by collaborating at the lowest level with employees of the DOC. Interpret and explain DOC policies, procedures, and applicable regulations to complainants, ensuring they understand investigative processes, available options, and case outcomes.
- Receive and document complaints from and on behalf of the individuals incarcerated in DOC facilities.
- Answer the telephone on the OCO hotline, responding to inquiries with professionalism, accuracy, and empathy.
- Attend scheduled hotline shifts as required to ensure adequate coverage.
- Provide technical assistance and consultation to hotline callers, responding to inquiries regarding both DOC and OCO rules, regulations, policies, DOC procedures, OCO processes, and available complaint resolution options.
- Engage in discussions with individuals who call the hotline to obtain all necessary information and to assess the complaint for potential OCO involvement
- Accurately document in the OCO Case Management System all details of the complaint reported and incarcerated person’s information using both investigative interview techniques and review of DOC systems.
- Ensure timely assignment of new complaints to the “Triage” process to support efficient case management and investigative response.
- Maintain complex electronic or manual file systems or database files. Ensuring records are complete, accurate, and compliant with records management and confidentiality requirements.
Maintain confidential records as outlined in RCW 43.06C.060.
- Knowledge of investigative and fact-finding principles sufficient to gather, evaluate, analyze, and document information from multiple sources to support objective complaint resolution.
- Skill in communicating effectively with diverse audiences using active listening, interviewing techniques, and clear verbal and written communication tailored to the needs of the individual and the situation.
- Working knowledge of confidentiality principles and information management practices necessary to appropriately handle sensitive information in accordance with legal, ethical, and organizational requirements.
- Experience applying conflict resolution, negotiation, or problem-solving techniques to facilitate constructive discussions and support mutually acceptable resolutions.
- Ability to assess complex situations and exercise sound judgment by evaluating information, identifying appropriate courses of action, and recognizing when issues require escalation.
- Skill in preparing clear, accurate, and well-organized written documentation, including correspondence, investigative records, case notes, and reports.
- Ability to organize and manage multiple priorities while maintaining accurate records, meeting deadlines, and adapting to changing workloads.
- Working knowledge of computer applications and electronic case management or records management systems used to document, maintain, and retrieve information.
- Demonstrated proficiency in building and maintaining productive working relationships with individuals from diverse backgrounds through professionalism, empathy, cultural humility, and respect.
- Commitment to equity, inclusion, accountability, and public service demonstrated through fair, respectful, and impartial interactions with individuals from all backgrounds.
- The ability to learn and grow: Curious about themselves and others, who take responsibility for knowing their own strengths and weaknesses, and who use their learning to make government programs and processes more efficient and effective to serve all in Washington.
- The ability to meet the needs of others: Flexible, adaptable, customer-service focused, and willing and able to empathetically respond to the unique needs of the people we work with and serve.
- Knowledge of correctional systems, correctional operations, or the criminal justice system gained through professional, academic, volunteer, or lived experience.
- Experience working with individuals from underserved, marginalized, or vulnerable populations using a trauma-informed, person-centered approach.
- Experience conducting investigations, complaint resolution, mediation, or dispute resolution.
Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation. We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.
The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.
Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.
Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.
Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.
To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.
Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.
Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.
The Washington State Employee Assistance Program promotes the health and well-being of employees.
State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems web site.
Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.
All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.
If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.
Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.
Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.
Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.
Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro‑ratio basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status for that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.
Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.
Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.
Full-time employees accrue vacation leave at the rates specified in WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.
Part-time employees accrue vacation leave hours in accordance with WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.
Pay status includes hours worked, time on paid leave and paid holiday.
As provided in WAC 357-58-175, an employer may authorize a lump‑sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.
Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.
Washington State supports members of the armed forces with 21 days paid military leave per year.
Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.
Leave Sharing
Parental Leave
Family and Medical Leave Act (FMLA)
Leave Without Pay
Updated 01-07-2026
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